Hello Everyone,
As the story goes…Google makes yet another guideline change that you will need to understand. Here it is, straight from the horse’s mouth:
What does this mean and how does it affect YOU?
Let’s look at the 2nd bullet point.
“Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”
In most feedback gates people that were unhappy (1-3 stars) would go to a page that would ask for feedback, but not give them the option to leave a review online.
To comply with Google’s guidelines, we still do intelligent routing but provide your patients/customers the opportunity to post their negative feedback online at your Google listing.
This new feature is completely compliant with Google’s new guidelines. However, it still gives them the chance to privately communicate with you so you can sort it out first.
I would also like to address the flip side of “Review Gating is a Violation Now” and argue that ANYONE that asks ANYONE (but not everyone) for a review is in violation of this guideline:
“Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”
So if you are not using Review Wave (which asks EVERYONE) then you might consider that you are violating this guideline if you ask ANYONE…
The longer we are in this business, the more I notice that “feedback” is the best statistic to measure patient/customer satisfaction with your business.
Reviews are not the product. They are the measurement.
What do they mean? Yes, they help you rank better in Google. Yes, they drive more leads to your business.
But you still need to monitor customer satisfaction with YOUR business.
You still need to use that feedback to improve your quality of service.
You still need to work on the customer experience from the minute they meet you online, through arriving to your office, receiving services, leaving, giving feedback and being asked to come back…
If you have anything you would like to ask me, please just hit comment. I am here for you!
Until next time, WOW your people and create a tribe for your business that will pay, stay and refer.
Best Wishes,
Matt Prados
Founder
Review Wave
PS: If you are on the fence, you should seriously get on board with Review Wave fast. Frankly, we rock and we are scheduled to increase our prices for new customers in the near future. Get on board now, lock in your savings, and start down the road to higher people satisfaction for your business.
