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Let's Talk About Talk; Reputation Management

by pspro
14 replies
I've been plugging away at selling Google Place optimization services for just over a year now and I've had my share of clients with bad reviews but today I found a doozie... 183 reviews with a 2 star rating! I sold this guy a new mobile site but it's obvious that he needs some serious help in this area and he wants a quote from me.

Can we breakdown what is steps are needed to knock down the reviews? What I've done in the past is acquire 5 positive reviews for every negative one and that has worked but I don't know how to approach this one and what is the going rate for this type of job.

A big thank you in advance.
Heidi
#management #reputation #talk
  • Profile picture of the author KabirC
    I would charge around $10-15 grand for that.
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    • Profile picture of the author pspro
      Originally Posted by KabirC View Post

      I would charge around $10-15 grand for that.
      cool so you've had success with an account like this! Would you share how the proposal be broken down...services included...how that number is reached?
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  • Profile picture of the author nthmarketing
    Only way I know to knock down reviews is over shadow them with good reviews. Would be nice to find out why their giving him 2 stars on everything and maybe make whatever business changes are needed to stop the issue.

    Aloha,
    Fred
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    • Profile picture of the author Carter123
      Originally Posted by nthmarketing View Post

      Only way I know to knock down reviews is over shadow them with good reviews. Would be nice to find out why their giving him 2 stars on everything and maybe make whatever business changes are needed to stop the issue.

      Aloha,
      Fred

      Thank you this helped a lot
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    • Profile picture of the author pspro
      Originally Posted by nthmarketing View Post

      Only way I know to knock down reviews is over shadow them with good reviews. Would be nice to find out why their giving him 2 stars on everything and maybe make whatever business changes are needed to stop the issue.

      Aloha,
      Fred
      The sad thing is this business is doing everything right to take care of their customers. They even have a person just in charge of customer satisfaction. I'm thinking these are from a competitor or ex-employee, this is a pretty big company.

      Pushing down the bad has worked for me in the past, I'm just looking for some more ideas as this is a big climb!

      Heidi
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  • Profile picture of the author Carter123
    This post has help me alot thatks
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  • Profile picture of the author rotten72
    I show the clients they have a problem and tell them to address them all! Actually I wouldn't take a client with so many problems.

    Did you set up an RSS feed for the company name & Phone #?

    This way you can see when they get new reviews and where they come from and respond to them. I have clients respond to all of them positive and negative.
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    • Profile picture of the author pspro
      Originally Posted by rotten72 View Post

      I show the clients they have a problem and tell them to address them all! Actually I wouldn't take a client with so many problems.

      Did you set up an RSS feed for the company name & Phone #?

      This way you can see when they get new reviews and where they come from and respond to them. I have clients respond to all of them positive and negative.
      I haven't gotten the job yet but part of the proposal is to monitor reviews so a feed would be put in place.

      Thanks,
      Heidi
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      • Profile picture of the author kershawm
        You might want to implement the Google 1+. This will allow all of those satisfied customers to give them a positive vote.
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        Semi Retired Offline Consultant

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  • Profile picture of the author P1
    Originally Posted by hdoyle View Post

    I've been plugging away at selling Google Place optimization services for just over a year now and I've had my share of clients with bad reviews but today I found a doozie... 183 reviews with a 2 star rating! I sold this guy a new mobile site but it's obvious that he needs some serious help in this area and he wants a quote from me.

    Can we breakdown what is steps are needed to knock down the reviews? What I've done in the past is acquire 5 positive reviews for every negative one and that has worked but I don't know how to approach this one and what is the going rate for this type of job.

    A big thank you in advance.
    Heidi
    Reputation Management is a extremely expensive for the business because of course all business rely on a good rep.

    Are these Yelp reviews?
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    • Profile picture of the author pspro
      Originally Posted by P1 View Post

      Reputation Management is a extremely expensive for the business because of course all business rely on a good rep.

      Are these Yelp reviews?
      He knows it's going to be expensive but that is so relative, expensive to losing sales because customers don't want to take a chance on you?

      Trying to put together a proposal of specifics.

      The reviews are spread over Google, YP, yahoo and citysearch

      Thanks,
      Heidi
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  • Profile picture of the author rotten72
    Heidi,
    I would show the client all of the bad reviews they got. Explain to them that right now they look really bad. In order for them to look good they need to respond to the most recent negative reviews by offering to correct whatever problems the complainant had. Make sure they are not condescending or negative in their response. They need to show compassion. This will make them look like a stand up company, IF they take care of any legitimate issues.

    Never write FAKE reviews. All reviews need to be from real clients.
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  • Profile picture of the author RepATX
    Heidi,
    What I would suggest is to go through all the negative posts and decipher the ones that are not meant to be there. Then I would look at the ones that are in the grey zone. What I have done in regards to helping these companies remove derogatory comments. I write to whomever it is the review is in place. I have a pretty good relationship with the review places. They can look at the IP's, they can look at everything that factors in it.

    They don't monitor but I have found it easy to dispute these "reviews" Also, I would get in contact with a personal injury lawyer. They are very well versed in slandering/negative press. They'll send you the letters that you might need if you plan on tackling this aggressively. You also want to pursue business branding.

    As far as what you should ideally be charging, is nothing under 10k dollars. You are using your time, resources, your own reputation, vouching for theirs. The turnaround I have found is within 30 days.

    I wish you the best of luck and if I can help you in any way. Let me know.
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  • Profile picture of the author redcell1
    Personally its just SEO on a whole other level.

    I have dealt with client's personal names and company names and have had a few hurdles but it really just involves alot of backlinking, talking to bloggers etc about doing their own reviews etc.
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    Just here to see the shenanigans.

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