Interception of bad reviews
Kevin Flaherty
To better help “manage” reviews, in the event someone indicates the will be leaving a bad review i.e 3 stars or less, the client should be redirected to a feedback page and not the actual Google review link.
- it would require a first stage question with a star ranking, then based on feedback they either get directed to feedback page or actual Google review
- the client should be able to select the level (number of stars) that triggers one path or another.
- we would then need a landing page feedback form for those bad reviews
- automated Followup should also be part of the system if feedback isn’t provided.
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Jeff Stec
This is called "review gating" and Google has expressly forbidden it. If they find out you are doing it, they can shut down your Google Business Profile.
Of course, you can "manage" this by selectively choosing who to send review requests to.
Before you get all up in my face abut this, I personally disagree with Google's policy because it's not how the world works. If you and I were talking at a cocktail party and I asked how we did for you and you said, "great" then I'd likely ask for a review on Google. If you said, "well..." then I'd ask what we could do to make it right.
However, Google owns their platform and can set whatever policies they wish. We can agree and use it, or disagree and not use the platform.
Kevin Flaherty
Jeff Stec: Thank you for the feedback. I don’t know Google’s policy.