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Search Results for: customer reviews

Should You Be Worried About Google My Business?

Last Updated: February 15, 2024

A few weeks ago, Google launched a brand-new platform for small businesses. Called Google My Business, it combines the features of Google+ Local and Google Places for Businesses, streamlining advertising and campaign management. Should you be worried about the change? As a Prospect Genius client, the answer is no. We’re staying on top of the updates and can safely say that we’ll be able to continue managing your account without any interruption to your campaign.
For several years now, we’ve been predicting that Google would eventually make this kind of platform available. So far, we’re very pleased with the layout of Google My Business and the accompanying dashboard (which all of our clients should now have access to). As you’ve hopefully noticed, the new dashboard provides you with access to the social sharing features of Google+ as well as the Maps features of Google Places. It helps you manage your customer reviews, too, and lets you track your visibility and performance.
Overall, Google My Business is a highly anticipated design that removes the need for two different platforms and makes advertising management much less complicated.

Will Anything Change?

Since none of Google My Business’s features are actually new—they’ve always existed, just in disparate locations—there won’t be any major changes in the way we do things on our end. The only difference is that we can be listed as your account’s “manager” instead of the “owner,” which means you won’t have to give us all of your log-in information. Being your account manager provides us with access to all of the same features as before, so we won’t be limited in the revisions and additions we can make.
From the new platform, we’ll be able to perform a multitude of tasks, including:

  • Managing your customer reviews
  • Tracking your visibility and audience engagement
  • Sharing photos, links, and other updates from your company
  • Accessing your Google Analytics data

Remember: In order to continue managing your Google account effectively, we need all of your online information to match. Since we use your Prospect Genius LeadTrax™ URL and CallTrax™ number when creating accounts for you on social media and business directories, we also need to use them on your Google account. This keeps all the parts of the campaign working in harmony, maximizing your return on each dollar.
Google My Business is nothing to worry about because Prospect Genius has you covered. Any questions? Don’t hesitate to call!

How to Make Google+ Work for You

Last Updated: February 15, 2024

As a business owner in the year 2014, you most likely have a Google+ page. If you’re enrolled in the Prospect Genius Starter or Core program, then you definitely do. But the simple act of having a listing isn’t enough if you want to truly optimize your lead generation.
To get the most out of your Google+ page, you’ll have to become an active participant. In this blog post, we’ll cover two of the easiest ways you can optimize your listing: adding photos and getting reviews.

Add Personality With Photos

Adding photos to your listing will have a number of immediate benefits for your business.
First, any prospective customers who see your listing will instinctively view your business as more legitimate if the page is populated with lots of unique, professional photos. After all, it’s no secret that people respond to images and visual aids more strongly than they do to plain text.
Second, Google values diverse, interactive content over one-dimensional content. If your listing is populated with photos, videos, and links, then your rankings will improve.
Finally, the act of adding photos isn’t something that has to remain exclusive to your Google+ page. You should absolutely add these photos to all of your social media accounts, including Facebook and Twitter. Unique photos will bring more personality to your company’s listings, which would otherwise be virtually indistinguishable from similar companies’ listings.
Whether they feature your team of technicians, your company truck, or your own family, photos add a face to your business’s name.

Get Rewarded for Your Reviews

We’ve written extensively about the benefits of customer reviews from a marketing standpoint. (We have several blog posts about the topic, which you can view here.) The value boils down to how important it is to showcase your previously satisfied customers as a way of convincing prospects that you’re worth their investment.
But did you know that there’s also a technical advantage to having more customer reviews on your listing? Google’s search algorithms highly value Google+ pages that have lots of customer reviews. Therefore, if your page has lots of legitimate, relevant reviews, it will be ranked higher on search results pages.
Keep in mind, Google+ isn’t the only important online platform for customer reviews. Yelp is equally important for Bing users, as Bing pulls up Yelp reviews in its search results for businesses. That’s why smart business owners will try to spread their reviews around to a handful of different outlets instead of putting them all in one place.
Prospect Genius recommends collecting five to ten reviews on Google+, then another five to ten on Yelp, before moving on to other platforms like Facebook and Citysearch.

Add Our Free Review Feature to Your Site

If it sounds like a difficult task to cultivate reviews and spread them to specific websites, don’t worry: Prospect Genius has a solution. We have a free review feature that you can add right to your LeadTrax™ site. We don’t have an algorithm that arbitrarily blocks or filters out reviews, which means all of the reviews that you want to appear on your site will appear (and the ones you don’t want to appear won’t).
How does it work? Customers click on the “Leave Us a Review!” button displayed on your LeadTrax site. If a customer leaves a positive review (a rating of 4 or 5), they will be prompted to spread that review around on social media outlets like Google+, Facebook, and Yelp. If someone gives you a rating of 3 or below, they will be thanked for their review and won’t be prompted to take any further action. That means you get to put your best foot forward on your own website in addition to spreading your positive reviews across various online platforms. Two birds with one stone!

No More Excuses!

You have a camera or smartphone for taking pictures. Now you have a review feature on your LeadTrax site for cultivating and sharing reviews. You officially have no more excuses for keeping a lackluster Google+ page! Get started today.

Hand Over Your Google+ Local Listing to a Pro

Last Updated: February 15, 2024

One of the great things about the Internet’s advancements is that average people have a lot more autonomy than they used to when it comes to handling difficult tasks. Various DIY repair guides, YouTube tutorials, and customized shopping options make everything easier to do on your own—whether it’s cleaning an A/C filter or filing taxes.
However, there are some tasks that are best left to the experts, no matter how many online resources you skim over. You probably shouldn’t attempt to install your own water heater or pave your own driveway, for example. Similarly, you shouldn’t attempt to perform high-level online advertising tasks on your own.
Optimizing your Google+ Local listing is one such task. It may seem straightforward at first glance, but the platform actually has quite a few nuances that are only apparent to experienced professionals.
With Google’s new dashboard setup, many business owners have the option of adding a second account administrator. Here’s why you should consider handing over primary administrator status to an online advertising professional, whether you already work with one or you’ve yet to sign up.

Two Lawyers and a Judge

It’s wiser to have a sole account administrator rather than two, equally active administrators because maintaining consistent, accurate information is crucial. You’ll need to take extra precautions to ensure there are no conflicts between admins.
Why? Think of two account administrators as two separate lawyers. Think of Google as the judge. The two lawyers are representing your “case” (i.e. your business’s listing). If they aren’t on the same page and, instead, are giving conflicting facts to the judge, then your case will crumble. Translated to our online advertising scenario, your listing will lose relevance and could even be suspended if Google deems your company’s information wrong. For that reason, it’s best to hand over administrator access to your online marketer instead of trying to have joint control over your listing.
Moreover, if you’re paying for professional online advertising services, it’s wiser to let your money work for you. You’ve made an investment in an online advertising company, so why not facilitate that company’s job to the best of your abilities? Rather than complicating matters by actively interfering with your own listings, you’re better off relinquishing control and letting your hired specialist do the work. 
For more extensive coverage of what happens when more than one party tries to work on the same online advertising campaign, read our previous post, “For SEO Companies, Two’s a Crowd.”

Keeping Up With Google’s Guidelines

Not only do you want to make sure there’s one consistent story throughout your online advertising campaign, but you also want to make sure your listing is always in compliance with Google’s guidelines. Unfortunately, staying in compliance with Google’s guidelines isn’t as simple as reading through them once and remembering the important points.
In fact, Google amends its guidelines almost as frequently as it updates its algorithms. If you want your Google+ Local listing to remain in good standing, then you’ll need to stay on top of the many guideline changes—most of which happen overnight, without warning.
Here’s a recent example of what we’re talking about: Google used to push business owners to gather customer reviews as a way to boost their listings’ relevance. Then one day, without notice, they changed their policy to explicitly forbid soliciting customer reviews. If you were caught requesting reviews from past customers, you were suddenly breaking the very same rule you thought you were following.
This is where an Internet marketing professional comes in handy. It’s our job to keep a watchful eye over your company’s Google+ Local listing and to constantly update our knowledge of Google’s best practices. Most small business owners don’t have the time or resources to do this on their own.

We See Things You Don’t

An Internet marketing professional knows what works and what doesn’t when it comes to Google+ Local listings. That’s because we see literally thousands of listings and are trained to identify various patterns and trends. By comparison, when the only listing you manage is your own, you’re limited to just one data point. This makes it impossible to spot a trend until your listing is actually affected by one. It’s a good idea for business owners to let experienced online advertisers handle their Google+ Local listings if for no other reason than the fact that a professional online advertiser has much more data to work with and knows which warning signs to look for. 
The same rule applies to most other skilled trades. For example, the more car inspections a mechanic performs, the better he or she will get at identifying red flags. Likewise, HVAC contractors are always the best resource for troubleshooting furnaces because, through repetition, they’ve learned how to connect the dots between certain symptoms.
To put it simply, practice makes perfect—and you can trust that your online advertising professional has had a lot of practice.

Stick to Your Strengths

Every company specializes in a niche skill. Let flooring contractors do the tile installation, let appliance repairmen fix broken refrigerators, and let online advertisers handle Google+ Local listings.
For more information on this matter, please don’t hesitate to contact us! A Prospect Genius representative will be happy to help you get the most out of your online advertising.

Avoid These Online Advertising Pitfalls

Last Updated: February 15, 2024

While the world of online advertising is rapidly advancing, most experts still look at it as the Wild West. There aren’t too many standardized methods set in stone, and there sure are a lot of entrepreneurs trying to carve out a niche for themselves. In the spirit of independence and getting rich quick inherent to the American frontier, some dubious online advertisers have developed and perpetuated ways to cut corners in hopes of seeing faster results. Spoiler alert: They usually don’t work.
The problem is, most of these are pitfalls that well-intentioned business owners fall into when handling their own marketing campaigns. That’s why we’re focusing this post on some of the major traps that all business owners like you should avoid when traversing the unfamiliar territory of online advertising.

Don’t fall for the temptation to falsify addresses or reviews.

It may seem like an easy way to get ahead on Google+ and Google+ Local, but that’s a lot of risk for no reward. Google will always uncover the truth. For instance, if you try to place your company in a better location by using a fake address, Google’s street-view images will immediately tell them whether or not your business is actually located there (they have an image for virtually every address in the U.S.). Additionally, Google will mail a postcard to that physical address as a means of verifying that you actually work or reside there.
Similarly, business owners often fabricate customer reviews on their Google+ Local listings to pad their reputations, but Google can easily detect when multiple reviews are being posted from the same IP address, or if reviews are posted from IP addresses outside the expected geographical area.
When—not if—Google catches you perpetuating inaccurate information, they’ll likely suspend your listing and penalize your rankings. They have a zero-tolerance policy for black-hat tactics like this. Simply put, getting a quick boost for your company’s website is not worth the highly probability that you’ll get caught and cripple your campaign for months.

Don’t fall for assurances that two SEO companies can work together.

If you’re already working with one SEO company, you might still find yourself in a position where other SEO companies are trying to get your business. In their attempts, they might assure you that you can work with them and your current SEO company at the same time. They might even tell you it will double your success. None of that is true.
We wrote extensively about this in a previous post, so here’s the gist: Two companies will inevitably sabotage each other. It won’t be intentional, but it will be inevitable. Why? Because an SEO company must have exclusive access to all directory listings, social media accounts, and other listings in order to make updates whenever necessary. If two companies have this level of access to all the same accounts, they’re going to put out conflicting messaging, redundant information, and even duplicate content. Plus, Google will certainly notice if regular changes are coming from multiple IP addresses and will flag your listing for suspension.
Working with more than one SEO company at a time will unavoidably result in a suspended listing or plummeting rankings.

Don’t fall for free trials from SEO companies.

SEO must be customized in order to be effective, and the amount of work required upfront cannot be provided for free.
SEO is not conducive to free trials because it requires several weeks’ worth of detailed, back-end production that cannot be reused, resold, or repurposed for another company. SEO’s custom nature means it’s tailored for you and you alone, but it also means that the company providing the SEO work would be left holding the bill for all of the time and resources consumed if they were to offer a free trial.
For that reason, free trial offers are almost exclusively for directory-style services that only require listing your basic company information. There’s nothing inherently wrong with using directories, but it’s simply not the same as SEO. Directories list you and your direct competitors on the same page, and there’s almost no way to help you stand out from the crowd. Instead, every listing gets the same exact treatment.
Think of directory services as a hotel and an SEO company as a custom home builder. If you wanted a free trial for a hotel room, it would cost the hotel very little, as the system is built on high turnover and uniform services anyway. If you wanted a free trial for a house, however, the home builder would lose a staggering sum of money if you didn’t pay them. They would have constructed a house from scratch that they can’t resell because it was based on your specific design preferences.
The bottom line? There’s nothing in this world that is both custom and free. 

Don’t fall for the hype surrounding Google Partners and AdWords certification.

Many upstanding, reputable companies may be certified affiliates, but this title does little to distinguish between effective and ineffective companies.
To receive AdWords certification, an individual must join Google Partners and pass at least two separate AdWords exams. AdWords certification is a stepping stone toward becoming a Google Partner, a title that’s offered to companies with at least one certified individual on staff and a few other qualifications—namely, a demonstration of best practices, a fulfilled AdWords spending minimum, and a complete company profile.
These are objective rubrics that most companies with sufficient resources can achieve. That means there can be vast differences in effectiveness between companies that are AdWords certified and/or Google Partners. Furthermore, a company only needs to be loosely affiliated with a certified individual in order to be considered a Google Partner, so prospective customers need to ask whether the certified individual is going to be the actual person working on their account.
In other words, a Google partnership or certification offers no way for a prospective customer to know if the company they’re dealing with is actually going to get them the results they need. Rather, these titles only serve to create the appearance that Company A is somehow affiliated with Google or has influence on things like rankings and algorithms.
In reality, a Google partnership or certification only proves that Company A is real, knows the basics of AdWords, and pays Google a substantial amount of money for AdWords.

Don’t fall prey to deceptive advertising schemes. If you have questions about a certain practice or company that seems suspicious, don’t hesitate to direct those questions to Prospect Genius. Our campaign coordinators and account managers are always eager to answer your questions and provide expert guidance whenever possible.

Keep Calm and Carry On: How to Respond to a Negative Review

Last Updated: February 15, 2024

Customer reviews are a blessing and a curse. When you have countless satisfied customers leaving you glowing reviews on directories like Google+ Local, Yelp, Facebook, Angie’s List, CitySearch, and so on, your business gets a huge boost and your self-esteem soars. But as soon as you notice one negative review, a record scratches and the party stops. You can’t believe what you’re reading.
It’s upsetting to read negative things about your company, especially when you try so hard to satisfy every customer. Sometimes, after you’ve given it some thought, a complaint might be justified; other times, it feels like you’re dealing with an irrational individual who can’t be pleased. Whatever the case may be, don’t leave a negative customer review unanswered. Instead, take initiative and respond by following these steps.

1. Keep the Right Audience in Mind

Remember that prospective customers will be reading your response; it isn’t just for the one person who left the review. In fact, the person who left the review will probably never see your response! Prospective customers are doing their research, carefully reading about others’ experiences, and they’ll want to gain insight into how you treat your customers. Bearing that in mind, your response should address the issue at hand by explaining what went wrong and how similar problems will be prevented in the future. Prospects want to be sure that you’re aware of your weaknesses and that you’re actively working to mitigate them. Reading these points in your response will reiterate to them that you’re an honest, hardworking company.

2. Don’t Get Defensive

When dealing with a negative customer review, it’s best not to be reactive. As business owners, it’s easy to get defensive. A bitter response might be the first thing that comes to mind, especially if the reviewer included false information, but that’s not an effective course of action. Just take a few hours, maybe even a whole day, to gain some perspective and to form a rational rebuttal before you post anything online for public viewing.

3. Demonstrate Accountability

In your response, you should try to put your company in the most flattering light while still accepting responsibility for the customer’s unfavorable experience. Instead of merely explaining your side of the story, you should also present an idea for how you might fix the problem and use this as a learning experience. This demonstrates to prospective customers that you’re serious about providing top-quality work and customer satisfaction, and more importantly, that you’re always striving for improvement.

4. Just Respond

Don’t ignore a negative review. Any response is better than no response, with the exception of an aggressive, personal attack written in the heat of the moment. Given the current state of social media and the fact that everyone has a virtual megaphone now, a review that’s left uncontested could quickly spread beyond your Facebook page or Google+ listing. That’s the last thing you need. A quick response to the reviewer, and the wider public audience by extension, could keep a potential mess at bay.
For an entertaining look at some of the biggest social media splashes made by passionate customers, check out this slideshow from DailyFinance: “When Customer Service Goes Viral: The Good and the Bad.” As you can see, all it takes is one instance of poor service to create a public relations nightmare. In fact, public complaints against high-profile brands like United Airlines and FedEx have received hundreds of thousands of hits online! While local service providers like you are operating on a much smaller scale, you see the point: Word of mouth travels at the speed of light these days. Don’t let one rotten review spoil your whole clientele.

5. Counteract With More Positive Reviews

In addition to responding verbally, you can also respond by taking action. If you talk to your satisfied customers, you can collect a handful of more positive reviews that will push the negative one toward the bottom of your listing, thus minimizing any serious impact. In doing so, you’ll also make the negative review seem less glaring and more like a fluke. If prospective customers see just one bad review surrounded by numerous good ones, they’ll do the math.
For ideas on how to harvest those positive reviews from your customers, stay tuned for our next blog post at the beginning of October!

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