After physical location and category selection, business citations are the next most important component in getting your business listed at the top of Google Maps. The thing that makes citations so amazing is that once you’ve acquired them, Google will often times reward your business by leap frogging it ahead of your competition, even if your competition is closer to the city center. Citations matter and they matter a lot.
What Is A Citation?
A business citation is nothing more than a mention of your business, (which could also include your address and telephone number) on a website or blog. The reasons this is important is that it acts as proof to the search engines that your business actually exists at the specified location. The more citations, (or mentions of your business on the Internet) the better.
What A Citation Is Not
Many search marketing experts are under the impression that a citation must include a clickable link back to your website. This is not true. All of the search engines including Google, Yahoo! and Bing understand that many businesses don’t have a websites and that it would be unfair to punish them for that reason.
Accuracy and Consistency
Citations are how the search engines know that your business actually exists where you say it exists. Therefore, you can imagine how important it is to insure that your business name, address and telephone number are consistent across the Internet.
If the search engines see multiple business names with multiple addresses and multiple telephone numbers showing up on multiple websites, they get confused. And when a search engine is uncertain about the accuracy of your business listing, it is hesitate to promote it. At best your business listing will show up deep in the search results where no one will ever find it.
First Things First
Start by checking the accuracy and consistency of your business listing on the Internet. You can do that by doing a Google search for your business name, business address and business telephone number. Search for each piece of information separately. In doing so you may discover that your business name is attached to an incorrect address or telephone number. If this is the case, correct the information on each website before acquiring new citations.
Check Out Your Competition
The best way to find powerful business citation sites is to do a little competitive research. Find the company in the top position on Google Maps and Bing Maps for your local search term and see what websites are citing them. (Bing will show many more citations)
Do this for the top three business listings in your community and work on getting citations from each of those sites. Let’s look at an example.
Do a search for “pizza Atlanta.“ You will find Rosa’s Pizza showing up in the number one position. Then, go to the Rosa Pizza local business listing and you will see under the heading More About This Place (as of 2/6/10) that Rosa has 63 citations. If you click on any of the 63 websites, you will see a mention of Rosa Pizza on that page … or at least the page where Rosa Pizza was mentioned in the past.
You’ll also notice that many of the websites citing Rosa’s Pizza are local directories and review sites including: UrbanSpoon.com, AllMenus.com, Yellowpages.aol.com, Kudzu.com and more. Once you see where your competition is getting their citations, it’s a simple matter of getting citations from the same sites. And most of the websites that offer the best citations are free.
Moving Target
It’s important to understand that the Internet is dynamic but not instantaneous. Google, Yahoo! and Bing don’t see citations the instant they’re listed on another website. Sometimes it can take months for the search engines to discover a citation before giving you credit for it.
On the other hand, if a citation is removed from a website or blog, the search engines will continue to give you credit for it until their spiders or crawlers discover that your citation has been removed.
Get Listed In Local Business Directories
After you’ve exhausted your list of citation sites gathered from your competition, look for ways to get your business cited on local directories. There’s certainly at least one business directory in your community. Just do a search for the term “business directory + your town + your state.” For example, if you do a search for the term “business directory Atlanta, GA” Google will show you 44,000,000 results.
You’ve Got To Be Kidding Me
Now there are certainly not 44 million business directories in the Atlanta area, but there are at least a hundred that will allow you to list your business for free. Look for a link that reads, “Add a Site,” or “Add a Link,” or “Add Your Business” etc. These links are usually found at the bottom of the home page or in the navigation bar.
I would discourage you from paying for advertising with these directories, at least for the time being. Most will give you a free listing and then try to up-sell you to their paid service. Don’t do it. Go for the low hanging fruit first.
If you want to advertise in their directories later, feel free to do so, but make sure you have a plan to insure that you’re getting a good return on your investment. The way to do that is to ask every new customer how they discovered your business. This is the only true way to determine if your paid advertising is working.
Don’t Waste Your Time
The other thing to note is that the search engines will give you more credit if you have a citation from a website or business directory in your community. It’s a waste of time to garner listings from directories that are outside of your community. Stick with local directories.
Get Listed In Industry Directories
Just as the search engines will give you credit for having your business listed in a local directory, they will also give you credit for having your business listed in an industry specific directory.
For example, if you do a search for “pizza directory” you will find the National Pizza Registry which also offers a free business listing for people who own pizzerias. There is probably a similar directory available in your industry. Get your business listed there. These tend to be very powerful citation sites.
Get Listed In Universal Business Listing
For a one time fee of $30, Universal Business Listing will get your business listed and generate citations for you in multiple directories. Doing this on your own would take months.
- Search Engines such as Google, Yahoo, MSN
- Online Yellow Pages such as Superpages, Yellowpages.com
- Portals and Guides such as AOL, CitySearch
- Cell Phones and Mobile devices such as BlackBerry and iPhone
- 411 Directory Assistance
- In-Car GPS Navigation
- Telematics such as OnStar
Get Listed On Local Websites
We like to reward our local Maui customers with valuable citations from our Maui websites when they provide testimonials. You can see an example of what we do on our Testimonial page here. You probably have businesses in your community that do the same thing. This is a little know way to acquire very valuable local citations and a lot of goodwill at the same time. We not only post the testimonials we receive from our customers on our website, we also add their photo and a full business citation.
More importantly, we freely give testimonials to the companies who provide us with exceptional service. We end each testimonials with our business name, address and telephone number and ask that the business owner add that information to our comment if he or she chooses to use it on their website. You can do the same.
Get Listed On A Local Blog
Every community has someone who is a blogging fanatic. These people love to write about what’s going on in their community and they do it every day. Find those people in your community. Make friends with them. Write them and tell them how much you enjoy their blog and tell them about your local business.
And when they write about your business in their blog, and they will, ask them to include your full business citation in the post.
I have a friend who is the author of A Maui Blog. Her name is Liza Pierce and she is the blogging queen on Maui. She blogs about life on Maui every day and her blog is very interesting.
I contacted her and asked if she would write about the Internet Marketing Association of Hawaii and how it was helping business owners in Hawaii. She wrote a wonderful post describing what we did in her blog. Not only did her article provide us with great local PR, but it also provide us with a valuable business citation.
Article Marketing
We’ve recently been adding a business citation to the author block of every article we submit for distribution, and it’s working. We’re still testing the value of these citations, (in that they are not posted on local or industry sites) but they are showing up as citations on Bing and Google.
If you do article marketing, I encourage you to add your business citation in the author block. It’s easy to do and we’ve not had a single article directory turn us down for adding a business citation to the author block. Try it and see what happens.
Here’s an example of an article from GoArticles.com that provided a citation on Google. And here’s the author block showing the business citation.
Join permission email marketing expert Bob Sommers at the Internet Marketing Association of Hawaii and learn how to run your own successful email marketing campaign. Internet Marketing Association of Hawaii 821 Kumulani Drive Kihei, HI 96753 808-891-0449
You can see where this article, along with the business citation, is currently showing up on 72 different websites.
If you want to learn more about how to use article writing to build your reputation and generate multiple business citations, check out this set of Article Marketing videos. They will show you everything you need to know.
But Wait, There’s More
There are many other ways to acquire citations for your business, but this will get you started in the right direction. If you want to list some of the ways you’ve acquired citations for you business, please tell us in the comment section below.
No one likes to see a bad review about his or her business on the Internet, especially if it comes from a disgruntled employee or a competitor who is trying to ruin your reputation. Bad reviews can be devastating.
47% Never Look Back
Forty seven percent of potential customers who read a bad review will go onto the next business listing without giving your business a second glance.
Here’s the dirty little secret reviewers won’t tell you. The vast majority of bad reviews are from people who are very upset, angry or disappointed with your service. And, their reason for providing a bad review has little to do with the product or service they purchased, it almost always has to do with how you made them feel.
Problem is, the reviewer who took the time to leave a bad review is already angry, and it’s going to be harder to change their mind now than it would have been at the time when the problem occurred. But fortunately, all is not lost.
If you have a bad review that you want removed from Google, here are five solutions that will either win back a dissatisfied customer or push spam reviews to the back of the line.
Solution 1
The only person who can edit or remove a review on your Google Map account is the person who put it there. If you know who they are, you can try to persuade them to change it or remove it. But, here’s the catch.
You must be willing to apologize for your mistake and make things right with the person who posted the bad review. And the only way you’re going to do that is to listen to their concern, apologize and offer a solution. If you handle yourself properly, you’ll be surprised at how easy it can be to get a bad review removed. If you don’t, you’re going to make matters worse … sometimes much worse
Before you initiate contact, put yourself in the mindset of a problem solver. You’re goal is to make the reviewer feel better about you and your company without making them feel bad about posting their review. Here’s what you need to do.
- Contact the person who posted the review and tell them that you saw their review on Google and that you want to find out what happened and make things right.
- Listen to their complaint until they’re finished talking.
- Paraphrase what they said and apologize for what went wrong.
- Let them know how much you appreciate them bringing their concern to your attention and ask for their suggestion on what you can do make things right.
- Follow through on their suggestion before you move onto step six.
- Ask them if they would be willing to edit or remove their review. If they do, you’ve succeeded. If they don’t, you’ve lost nothing but time.
Solution 2
Google will only show five or six reviews on the first page of your Local Business Listing. If you can generate five or six positive reviews, it will move the bad review to the second or third page. Most people will not look that far into your listing before making a decision. But, and this is a big “BUT,” if you ask for too many positive reviews too quickly, Google will push your business listing down in their rankings. When Google sees lots of reviews in a short period of time, it triggers a spam reaction. Spread your positive reviews out over a couple of days or a couple of weeks. Be patient.
Solution 3
Is the review inappropriate according to Google? Read their rules and regulations about reviews and see if this review violates their rules. If it does, you can click the “Flag as inappropriate” button and leave your explanation as to why this review should be removed. If it does violate Google’s rules, they will remove it. This takes time, so be patient and be persistent.
Solution 4
Under each review, Google asks, “Is This Review Helpful (Yes / No).” Google probably won’t remove the review if enough people say, “No,” but if 10 out of 10 people indicate the review was not helpful, your readers will discount the review and basically ignore it. Ask your customers and friends to rate poor reviews as not helpful.
Solution 5
Google does not allow you to offer a management response, but many review sites do. For example, if you get a bad review on Insiderpages.com or TripAdvisor.com, you have an opportunity to respond to the review directly. But let me warn you, there are three approaches you can take when responding to a bad review and only one works.
You can respond in anger. You can respond by making an excuse. You can respond with an apology and a solution.
If you would like to see a well written management response to a poor review, check out the management response by the owner of Eva Villa Bed and Breakfast on Insider Pages.
Unfortunately, the management response on another review site will not show up on Google, but it will show up directly under the bad review on the site where it was posted.
The very best way to handle bad reviews is to insure that unhappy customers never get to the point where they post their opinions on Google. find a way to uncover and solve their concern before they leave your presence. If you provide exceptional service, poor reviews will never become an issue.
Is your business located in on the wrong street or at the wrong address? Maybe there’s another issue. You’ll find the fix in this video.
