23 Things That Won’t Hurt Your Local Search Rankings

Ranking well in local search is a matter of doing 3 things at once:

1. Working on the factors that help you;

2.  Avoiding getting hurt by the factors that can hurt you, and

3.  Not wasting time and effort on the stuff that doesn’t count.

I talk about the first point all the time.  It gets a lot of attention in general.

The second one involves following the rules and not making blunders.

The third doesn’t get much airtime, even though people constantly ask me, “Phil, will I be shooting myself in the foot if I do such-and-such?”

That’s why I’m going to talk about the harmless stuff – the factors that, in my experience, don’t affect how your business ranks in local search (particularly in the Google+Local results).

Here are 23 items that won’t hurt your local rankings:

Google+Local listing

 1.  Using your home address, if you run your business out of your home rather than in a bricks-and-mortar building.

 2.  “Hiding” your address from appearing publicly on your Google+Local listing.

 3.  Having the same street address as other businesses.  This might be the case if you’re in a strip mall.

 4.  Not being located in or near the center of town (AKA the “centroid”).

5.  Seeing discrepancies between the way your address is formatted when you’re on your Google listing and when you’re looking at it through the Google Places “dashboard” or Google Plus page-builder.  For instance, sometimes you’ll enter your address as “Ave.” but it shows up as “Avenue.”  That’s OK.

 6.  Using a cellphone number as the “primary” phone number for your listing.

 7.  Specifying a secondary phone number (in the “alternate phone number” field).

8.  Specifying a “contact” email address that isn’t associated with your website.  It can be a Gmail address, a Yahoo address…whatever.

9.  Having near-duplicate Google listings for individual people.  (You probably don’t even have to worry about this situation in the first place unless you run a law practice, medical practice, real-estate agency, or insurance agency.)

10.  Having some parts of your listing that aren’t 100% Google-compliant but that get “grandfathered” in because they’re not grievous offenses.  For instance, if for the past 2 years your listing has had your suite number in the 1st address field (rather than in the 2nd) you probably don’t need to change it.

11.  Using the same page on your website as the landing page for multiple Google listings, if you have multiple locations.  Ideally you have a landing page specific to each location, but in my experience it’s totally fine to use the homepage as the landing page for multiple Google listings / locations.

12.  Not “merging” your Google Places and Google Plus for Business pages.

Website

13.  Using CSS to format a rich snippet that contains your business name, address, and phone number (“NAP”).

14.  Running your website off an un-fancy platform (like GoDaddy’s “Website Tonight”).  I love WordPress, but you can optimize your site just fine on a more-primitive CMS.

15.  Using non-crawlable phone numbers on your website – like in the form of images.  Doesn’t matter if they’re call-tracking or toll-free numbers; Google can only read text.

16. Having domains that forward to the landing page that you use for your Google listing.

Third-party listings (AKA citations)

17. Not claiming your business listings on third-party sites like SuperPages, YP, Manta, etc.  The only reason you’d need to claim them is if they’ve got incorrect info on your business.  Beyond that, you might want to claim your listings in order to add as many photos, descriptions, etc. as possible.  So it’s worth taking a couple minutes to claim them, but your rankings won’t suffer if you don’t.

18.  Seeing minor formatting discrepancies between your listings on various sites.  Various citation sources have their little rules about formatting: MapQuest might use “123 Main St” for your listing, whereas SuperPages might use “123 Main Street.”  One site might want parentheses around your area code, whereas another might not.  There’s nothing you can do about these little variations, but they don’t hurt your Google rankings.

19. Concealing your street address on your listings.

20. Building citations quickly.  It’s not like with links, where Google might penalize you if you get too many links in too short a period of time.

21. Using the same “additional info” from listing to listing.  For instance, it’s OK to use the same 300-character description on every site that allows you to include a description of your business.

Reviews

22. Having negative reviews.  I’m sure if you’ve got hundreds of one-star reviews on a variety of sites (not just Google), your wings might be clipped in terms of how well you can rank locally.  But short of that, a few negative reviews won’t hurt you (at least from a rankings perspective; customer-acquisition is another matter entirely).

23. Losing reviews to the “anti-spam” filters used by Google and Yelp.

Can you think of anything else that simply doesn’t affect your local rankings?  Any first-hand experience with the above?  Leave a comment!

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The Full List of Google Local Business Listing Crimes

Google’s rules for local business listings are notoriously and unnecessarily confusing.  Always have been.  All the more so now, given that some business owners have to know and follow both the guidelines for Google Places and for Google Plus.

You can learn the rules by reading them, or in the School of Hard Knocks.  But even the former isn’t as simple as it sounds: Google’s guidelines change frequently, they’re not all on one page, and different types of businesses have to follow different sets of rules.

So I’ve rounded up every single violation – or “crime” – that can get your Google listing dinged or whisked off the map.  Some of them are clearly stated in Google’s sundry rules, but others aren’t.  Some of these are harder to atone for than others.

You still should read Google’s “quality guidelines.“  This is just meant to be a quick but comprehensive list of all the no-nos.   Think of it as an anti-checklist.

 

Violations common to Google Places and Google Plus business pages

(You need to follow these no matter what, regardless of whether you have an “upgraded” Google+Local page.  Here’s more info on the difference between the two types of pages.  Thanks to the ever-astute Nyagoslav Zhekov for helping me make these rules as clear as possible.)

“Business name” field

  • Including “keywords” that aren’t part of your official business name
  • Including city names that aren’t part of your official business name
  • Including slogans
  • Including a URL (unless the official business name is “example.com”)
  • Including a phone number
  • Including banned words - unless they are officially part of the business name

1st “Address” field

  • Entering an address other than the one in which your business is located
  • Entering a PO Box, UPS box, or other fake address
  • Mentioning landmarks
  • Mentioning buildings in which your business is located (e.g. a mall); do this in the 2nd “Address” field

2nd “Address” field

  • Inserting city names

“City” field

  • Including anything but the city in which your business is physically located
  • Including more than one city (even if you’re on a city line)

“Phone” field

  • Using a toll-free number, unless it is your main phone number
  • Entering additional phone numbers; click the “Add more phone numbers” link if you’d like to enter alternate numbers

“Website” field

  • Entering a domain that forwards to another domain
  • Entering a shortened URL

“Description” field

“Fix incorrect marker location” option

  • Moving the marker to a place on the map other than where you’re physically located
  • Moving the marker (even a little) closer to the center of your city

Other

  • Creating more than one listing for the same business (don’t try to “fool” Google with different DBAs, slightly different addresses, etc.)

 

Violations specific to the Google Places “Dashboard”

(You also need to follow these rules regardless of whether you have an “upgraded” page, but because Google is transitioning away from the Google Places “dashboard” and toward Google+, these rules may become obsolete pretty soon.)

“Category” fields

  • Specifying custom categories that describe your services rather than your business itself (e.g. “Cosmetic Dentistry = bad, “Cosmetic Dentist” = good)
  • Including more than one search-phrase in custom categories (e.g. “Cosmetic and Sedation and Implant Dentistry” = bad)
  • Including city names in custom categories

Service area & location settings

  • Not “hiding” your address IF you travel to where your customers are located, rather than the other way around.  (More detail here)

“Photos” and “Videos” areas

 

Violations specific to Google Plus “Local Business” pages

(You only need to follow these if you have an “upgraded” Google+Local page.)

“Description” field

  • Including too many keywords
  • Including too many links, or too much keyword-rich / exact-match anchor text

“Photos” and “Videos” areas

By the way, those aren’t even all the things that can hurt your rankings; just infractions that won’t even give you a chance at those rankings.

I was thinking of calling this post “The Wrath of Google.”

Google’s rules are a hard reality – even more so than Khan’s genetically-engineered pecs.  If you don’t know and follow the rules, you may not be a happy camper later.

Are there any rules I missed?  Any stories you’d like to relate about the Wrath of Google?  Leave a comment!

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16 Ways to Create Unique “Local” Content for Cities Where You Want to Rank

Are you creating pages on your site that target specific cities where you want to rank well in the organic search results for local businesses?

If so, you’d be crazy not to spend a little time making those pages unique – that is, clearly and substantially different from each other.

I’m going to show you a bunch of ways to make your “city pages” unique.  As opposed to having a page for “city1 + keyword,” another page for “city2 + keyword,” etc.

Differentiating your pages will help you avoid (1) possibly being penalized by Google and (2) annoying and repelling your potential customers.

(If you want, you can skip right to my suggestions for how to make your pages unique.  But maybe first you need to get up-to-speed – in which case just read on.)

I’m going to assume three things about your business:

(1) You’re trying to rank for a “boring” service;

(2) You only have one physical location (but also a service area that may encompass many cities/towns), and that

(3) You haven’t been able to think of much to say about the various towns in your service area (other than that you serve customers there).

If any of the above isn’t the case with you, great.  So much the easier for you to make your pages unique.  But I’m working under the assumption that yours is a head-scratcher case, where you just aren’t sure how to make anything but cloned pages.

My suggestions are also applicable if you have multiple physical locations and aren’t sure how you can differentiate your pages (or sites) from each other.

 

Why you might need city pages

Why might you want to go after organic rankings when you can get visible in the classic local search results?  (AKA Google+Local and Bing Places.)

Because sometimes there are towns in which you just can’t rank in the local search results.

Let’s say you’re a contractor located in a little town that’s 15 miles from three bigger cities.  Maybe you rank well in the Google+Local results within 5 miles of your office, but you haven’t been able to rank in the local results in the bigger cities because you’re just a little too far from where the action is.

What do you do?

You create pages on your site that target each of those cities you want to rank in.  Your aim is to snag some rankings in the organic results – the ones for local businesses.

 

Why you need unique city pages

It’s pretty easy to get organic rankings in nearby cities, right?  Just whip together a page, clone it for as many cities as you want to rank in, swap out the city names on each page, and watch those rankings roll in – right?

Maybe you’ve seen clone pages work for your local nemesis.  That schmuck has 25 pages on his site that are nearly identical, with only the city names differing from page to page, and he outranks you.

So why shouldn’t you create a bunch of near-identical “city pages”?  Why not build your very own clone army?  For at least four reasons:

1.  There’s a good chance it won’t work.  After all, you only see the cases where Google doesn’t penalize businesses for putting out a bunch of garbage pages.

2.  Even if it works now, it’s not going to work forever.  Google is slowly but surely getting more teeth with which to penalize sites that are long on “optimization” but short on helpful info.

3.  Even if you get the rankings you want, who says your pages will bring you phone calls?  (For that matter, who says your competitors are making money off their clone pages?)  Your customers aren’t stupid.  They can tell when you’re just paying lip service to their city.

4.  It’s lame.

The good news is it can be quick and easy to make your city pages different from each other – in a way that’s Google-friendly in the long-term and customer-friendly always.

 

16 ways to make your pages unique

Here are all the ways I know of that you can make your city pages unique from each other.  Some of these (probably the first 6) will be obvious to you, whereas you may not have thought of others.

On-page elements

1. Title tags.

2.  Description tags.

3.  Page names.  Don’t have these run too long.  A name with more than 4-5 words may look fishy to Google.

4.  H1s, H2s, etc.

5.  Internal links.  For example, you could link to a blog post you wrote about a job you did in your “target” city.

6.  Outbound links.  You could link to the town’s website, to the site of a charity you support in the town, or to a blog post that someone else wrote that’s relevant to the town and to your services.

Content

7. Write a simple case-study on a job you did in your target city.  (All the credit goes to Matt McGee for this idea.)

8.  Write about what you like about working in your target city, or what you like about its residents.

9.  Write a blurb about any employees of yours from your target city.  Better yet, have them do it.  Just something that shows at least a small (but real) connection to that city.

10.  Write about any local laws or regulations that your potential customers might want to know about.  (Hat tip to Marcus Sheridan of The Sales Lion for this technique.)

11.  Photos.  If you don’t have pictures of jobs you did in your target city, maybe have a picture of a local landmark.  Reflect the “local” subject matter in the names of the photos, and maybe in the alt tags and title attributes.

12.  Videos.  Each city page can have a different video.  Assuming you’re the one who created the videos, you can include in your YouTube descriptions a link to your city page, and you can geotag the video.

13.  Testimonials.  Mention the city of the customers who wrote them.  Depending on what your business is and how close you are with your customers, you might also be able to weave in relevant photos (e.g. “Fred’s front yard” or “Before-and-after of Sara’s smile”).

14.  Rich snippets.  You can mark up customers’ testimonials with Schema or hReview, so as to get those nice review stars to show up in the search results.

15.  Offers or giveaways that are tailored toward the residents of your target city.  Depending on how you approach it, this might also help you to track leads / conversions.

16. Make some Google “My Maps.”  See if you can make a few custom maps that potential customers might find handy.

 

Examples of good city pages

LandscapeGuys.com/white-bear-lake-landscaping.htm
(see search results here)

AttaboyPlumbing.com
(look under “About” tab)

(Note: I’ve worked with both of the above companies; I’ve done some consulting for Attaboy Plumbing, and Palumbo Landscaping is a long-time client.)

 

Great resources

(If you don’t read anything else, at least be sure to read the first two posts.)

Understand and Rock the Google Venice Update – Mike Ramsey

How to Create Local Content for Multiple Cities – Matt McGee

The Anatomy of an Optimal Local Landing Page – Mike Ramsey

The #1 Problem with Local Blogging – Matt McGee

The Nitty Gritty of City Landing Pages for Local Businesses – Miriam Ellis

Matt Cutts and Eric Talk about What Makes a Quality Site – Eric Enge

Guidelines on duplicate content – Google

Policies on keyword-stuffing – Google

Do you have any tips on how to make pages unique?

Any really good examples of city pages?

Any city-page woes that make you sing the blues?

Leave a comment!

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The Complete Guide to Google+Local Reviews – and Especially How to Get Them

Boggled by Google reviews?

Google reviews can be tough to get, and tough for customers to leave for you.  Google sure doesn’t make the process as easy as it could be.

But if you really want to attract more customers through the local search results, you need to get Google reviews from current and past customers.

That’s why I’ve written this.   There are business owners who know Google reviews are important, who want to follow Google’s rules, but who just can’t get any or many reviews – for one reason or another.  If you’re one of those people, this post is for you.

I’ve helped a lot of business owners get reviews, and I’ve seen many more review-gathering efforts fail (and yes, I’ve had a hand in a few of those efforts, too).

This post contains everything I know about Google+Local reviews.

Not only does it contain everything I’ve learned (that I can remember), but it will include everything I learn from now on, too; I consider this an evergreen post.  So I’ll update and tweak it over time – and certainly will do so any time Google shakes up its reviews system.

I’ve split it up into 6 sections:

The basics you must know about Google reviews

What most business owners don’t know (but should)

Best-practices for requesting reviews

Hard-learned lessons

Examples of requests/instructions for writing a Google review

Resources

Or you can start right from the top:

The basics you must know about Google reviews

  • YOU need to read and understand Google’s guidelines for reviews, as does anyone in your company who helps you ask customers for reviews.  It takes a couple minutes to read them.  They’re reasonably clear.  If you have questions, you can ask me.  But just read and follow the rules.  Taking a couple minutes to do so can save you from serious heartache.
  • Reviews as a whole are one ranking factor of many.  A competitor with no reviews or awful reviews may outrank you.  But rankings are secondary: The real point of reviews is to give people a reason to click on your listing and then to pick up the phone or visit your website.
  • Reviews can only be written on Google+Local business pages, not on personal or on non-local-business Google+ page (more detail here).  If your page has the “Write a review” button near the top of the page, customers can write a review of your business on that page.

  • Yes, customers must have Google+ accounts in order to write a review.  Having a Gmail account isn’t enough (it needs to be “upgraded” to a Google+ account).  That also means they can’t leave anonymous reviews; they need to be under customers’ real names.  But if you see a review that is anonymous – that says from “A Google User” – then that means it was written before May 30, 2012 (when Google started requiring people to have Google+ accounts to write reviews and to have their names on reviews they’d written in the past).
  • Customers need to post the reviews themselves, through their Google+ accounts.  It’s not OK with Google if you transcribe and then post the kind words a customer has lovingly sent to you in a perfumed letter – even if it’s fine with your customer.
  • Google has “filters” that are meant to prevent spammy or shill reviews from being posted.  But, like many other things Google has created, it only halfway works at the moment (and sometimes fails spectacularly).  It’s slowly getting better, but a lot of garbage reviews still make it through, while too many legit reviews still get filtered.
  • A few of the factors that matter to the “review filter” seem to be: whether customers try to post reviews at an unnatural pace, how many reviews a given person has written previously, the wording of the review, and the user’s location (IP address).  We don’t know exactly what factors Google’s review filters consider, or which matter the most.  But the main thing you need to know is that Google has the facts on your business’s review-gathering activity and each customer’s review-posting behavior – and Google can take all of it into account when deciding which reviews to toss versus keep.  (For more on how to keep your reviews out of the filter, see my checklist.)
  • There are several ways to navigate to your Google+Local listing on a desktop, laptop, or tablet: People can perform a normal search in Google, they can go through the “Maps” tab, or they can use the two search boxes in Plus.Google.com.  There is no one “right” way.  You just have to find out from your customers what they find easiest.  I’ve found that the easiest is to have customers search for your listing from within Plus.Google.com (once they’ve signed in or created their Plus account), because that’s where they’ll end up anyway to review you.

  • Smartphone users need the Google+Local app, and they must navigate to your listing through the app.  Even if they have the app, they won’t see the “Write a review” button on your Google+Local listing if they navigate to it through their mobile browsers or by scanning a QR code.

  • Customers can leave ratings (AKA “scores”) without actually writing a review.  Some people will do this, and although it won’t hurt you, you shouldn’t encourage it.  You want potential customers and Google to have the benefit of reading at least a couple lines on your business and on what makes you better than the next guy or gal.

  • Your customers’ “friends” – the people in their Google+ “Circles” – may see you in their personalized search results as a result of your customers’ reviews.  To the extent your customers’ friends live or work near you, you’re probably reaching a few more potential customers.
  • Google doesn’t set a minimum or maximum word count on reviews.  They can be as long or as short as your customers would like.  Nor have I found that Google is more likely to filter out one length of review.  My rule of thumb is that one small paragraph is a great length for a review.
  • Customers don’t have to have their photo show up next to their reviews, if they don’t want theirs to; if they don’t add a photo to their Google+ profiles, none will show next to their reviews.

  • Google has rules against cross-posting – that is, copying a Google review and pasting it onto your website or onto another review site (e.g. CitySearch).  If you try to build a clone army out of your Google review, it will probably be removed, and your clone army will wander around without a Fearless Leader.

  • Google is constantly changing.  Its policies, its staff, and its technology.  The difficulties in getting reviews change from year to year.  The only way to make it pay off long-term is to know and follow Google’s rules and to spend a few minutes every now and then reading up where you can (as you’re doing now).


What most business owners don’t know (but should)

  • You shouldn’t focus solely on Google+Local.  You need reviews on a diversity of sites.  Give people options, and don’t push everyone toward the same site.
  • I’ve always found that reviews are a huge boost to your Google+Local rankings, but the rankings benefit probably is more indirect than direct.
  • At least in terms of rankings, the number of reviews you have seems to matter more than the quality of those reviews (i.e. whether your average “Zagat” rating is 9/30 or 29/30).
  • It takes 10 reviews for your average “Zagat rating” to show up in the main search results

  • If you see a review you don’t like – on your page or on a competitor’s – pretty much all you can do is flag the review and report it to Google.  The review may be a pack of lies, but there are not (as far as I know) human editors to whom you can appeal.  There is no Supreme Court here.  Google won’t grant exceptions (again, as far as I know).

  • Google seems more likely to filter the reviews of businesses in certain industries than in others – particularly car dealerships and (in my experience) businesses that travel to customers.
  • Reviews can vanish and then return.  They never seem to go away for good.  For instance, sometimes Google will temporarily lose many or all of your reviews – but then they might show up on your page again a few days later.  Google seems to mothball them away, rather than snuff them out completely.
  • On the flipside, your reviews are never “safe.”  They can be thrown out even after having been on your Google listing for years.  This means, for one thing, that you should not focus exclusively on Google reviews.  It also means that if you cut corners in any way – which you shouldn’t do in the first place – even reviews that don’t get filtered may get the axe later.
  • There’s no “reputation-management” service that can ensure your customers’ reviews won’t get filtered by Google.  Anyone who claims “We’ll get reviews from your customers and make sure they show up on Google” is lying.  There is no such trusted source that would allow Google’s little Algorithm Elves to say “Yep yep, another one from 5StarzGuaranteed.biz, let it on through…keep ‘em coming, you slackers!”
  • Probably the worst thing about duplicate Google+Local listings is that they can split up your reviews.  In terms of your review “health,” two listings will weaken each other like Siamese twins.  If you have 10 customer reviews and 2 identical or near-identical Google listings, it might be the case that one listing has 6 of the reviews and the other has 4.  It’s better for all your reviews to be marshaled behind one listing that would get all the rankings benefit of those reviews, rather than have two listings that sorta-kinda benefit from a smaller number of reviews.  Also, with multiple listings, it’s harder to create a “wow” effect in the eyes of potential customers than if you had one listing with a ton of Google reviews.
  • Google extracts the little “At a glance” snippets come largely from what customers write in your Google reviews.

  • Google seems to mothball reviews.  In my experience, they don’t disappear forever – even if they’ve been filtered before ever making it onto your Google+Local page publicly, or if they’ve been on your page for a while and then thrown out post facto, or if Google has accidentally “stuck” your reviews on another business’s listing.
  • If you relocate and open a new Google listing, you may be able to get your old reviews moved over to the new listing, but it’s not a sure thing.
  • You can’t copy and paste your Google reviews and put them on your website, but you can take a screenshot of them and put the screenshot on your site, if you were so inclined.  It’s also fine to link to your Google+Local page from your website, but because you don’t want to shuttle people off of your website once they’re there, at least have the link open in a new browser tab.
  • There are “Top Reviewers,” whose reviews Google “trusts” more than those of other people.  Reviews by these people may help your rankings more than will reviews by other people.
  • Businesses can review each other.  This can be a good way to scare up some more reviews.  David Mihm has talked about this strategy ever since it became possible, and it’s a smart one.  (You can see a real-life example of this in a comment on a post of mine from last year, courtesy of Eric Marshall of ZCreative.)
  • A review is not the final word.  You can and should write responses to the reviews, both good and bad.  When appropriate, you also can and should get in touch with customers who may have written a harsh review and simply ask – if it’s not clear to you already – exactly how you can improve.  Don’t ask for them to delete or change their reviews; just ask for feedback.  Many people (like me) respect and are impressed by that sort of thing.  )There’s also maybe a 10% chance they’ll edit or take down their review spontaneously.


Best-practices for requesting reviews

  • Ask everyone for a review, not just your diehard customers.  Asking for a review should be like handing out your business card: something you do impulsively, almost without thinking.  Doing it in fits and starts doesn’t work.  You need to ask a constant stream of customers on an ongoing basis  – never too many or too few at one time.  Otherwise, Google and other sites may filter lots of your reviews, and (worse) getting reviews will just become another nagging to-do item that you’ll only get to when you “have time.”
  • Don’t insist that people write you a review on Google+Local, to the exclusion of other sites.  Convey to your customers that although you always like Google reviews, it’s great if there’s another site they’d prefer to review you on.  This gets back to my earlier point about how you need reviews on a diversity of sites.  Asking about 50% of your customers for Google reviews is a solid policy, in my experience.
  • Point out as often as possible that you’d like your customers’ honest feedback.  Having perfect 30/30 ratings is nice, but sometimes it can look fishy – to Google and (more importantly) to potential customers.  You can use reviews as a way to look perfect when you’re not, or you can use them as an opportunity to learn about where you can improve.  Your choice.
  • Don’t tell people to leave a specific rating (e.g. “Excellent” – which is the equivalent of what used to be 5 stars).  I understand the temptation.  But most people are generous spirits, whom you won’t have to grease up in order to elicit a good word.  And if they’re not raving fans, there’s a good chance they’ll say why they aren’t – which means an opportunity for you to up your game.
  • Don’t ask a bunch of customers at once to post reviews.  It should be as close to real-time as possible – right after the transaction, for lack of a better word.
  • Expect a few lukewarm reviews or stinkers (or both).  They’re inevitable.  Even if they weren’t, getting a few harsh reviews is a small price to pay for getting your biggest fans to speak up.
  • Don’t urge customers to use a specific device (e.g. smartphone) to post reviews.  They’ll use whatever works best for them.  Also, writing a Google review on a smartphone requires using the Google+Local app, which all but the most smartphone-happy customers might find to be a hassle.  So definitely don’t urge customers to review you on a smartphone.
  • Don’t tell customers what to say in their reviews.  Just let them know that although more detail is always great, short reviews are also OK.  And don’t tell them to mention certain keywords.  That very well could backfire and leave you with filtered reviews.
  • Don’t incentivize.  Not only is it against the rules, but makes you look as though you’re desperate. (Maybe you are desperate, but at least don’t show it blatantly.)  Worst of all, it actually can rub some people the wrong way.  Many people like feeling as though they’re granting a favor to someone, and would prefer not to feel like their words are being bought.  (This ties in with a great talk by Dan Pink – not to mention one of his books, Drive.)
  • Don’t get greedy and insist that any one customer review you on more than one site.  For one thing, you don’t want that person to reuse the review he/she wrote you on Google+Local and use it somewhere else, or vice versa.  You also don’t want reviewing you to seem like a big, multi-step chore.  If a customer wants to, that’s awesome.  You both must be happy.  But don’t push it.
  • Get a general sense of how many Google+Local reviews your local competitors have, and how often they seem to get them from customers.  That gives you a sense of what the “bar” is in your local market, and the extent to which reviews are even a differentiating factor between you and your competitors: Businesses in some industries just don’t get reviews, for one reason or another.  Don’t bust your butt to get 2 reviews each week if your competitors only get 2 reviews a year.
  • When possible, try not to give customers the direct link to your Google+Local page.  Google most likely knows the referring URL – the page your customers were on before they came to your business’s listing.  It’s also likely that Google will start filtering some reviews if it looks as though nobody’s writing them spontaneously and as though you’re pressuring them.

  • Do NOT delegate the requesting of the reviews to someone out-of-house.  It’s fine if your employee or receptionist does it, but the best is for the head honcho to be the one to ask.
  • Respond to reviews – and not just the negative ones.  You don’t want it to seem as though the only way to get your attention is to slam you.
  • You should ask using several different media.  Not just verbal, not just email, not just my handouts.  Test out which ones seem to work best, and use those.
  • If you’re shy about asking for a review verbally, it might help to have some printed request and/or instructions. Even if it’s pretty much a worthless prop, it helps to have a show-and-tell piece. It can do a little of the work in explaining what it is you’re asking for. And it can take your customers’ eyes off of you for a second – which is a relief if you feel as though they’re staring holes into the back of your skull while you’re trying to explain what a Google+Local page is. You could probably do this by whipping out your phone, too. Whatever you like. Physical doo-dads in general make us feel much less awkward; that’s at least one reason there are drinks at parties, and I’m guessing that’s at least one reason the podium was invented for speakers. Figure out what makes you feel less shy – but if you use shyness as a reason not to ask for reviews, the loss is yours.
  • You need a backup plan for situations in which customers try to write you a Google review but they get filtered out for no apparent reason.  If they’re willing to review you elsewhere, great.  But if not, be sure to say that it’s OK for them to add your business to “Circles,” or to write down a testimonial that they wouldn’t mind your posting on your site.
  • Know how to tell whether a review has been filtered.  A customer’s review has been filtered if he/she is signed into Google and can see it on your Google+Local page but neither you nor anyone else can see it on your Google page.
  • Do not stop asking for reviews.  Ever.  Even if Google throws out some (or all) of your reviews for whatever reason, try to figure out why they might be getting filtered.  But keep grinding away.


Hard-learned lessons

  • You will not bat .1000.  Not everyone you ask will write a review.  Some who try will have their reviews filtered.  Some who try and succeed will write a review you don’t like.  But so what?  You’ve built a business.  That’s much tougher than pulling together some reviews.  Granted, it’s tough – but so is everything else that’s worth your time and effort.  You can do it.
  • Beware of the “kitchen table” effect – where your request for a review sits on the place where your customers sometimes eat dinner with their families but more frequently pay bills and pile junk mail.  Some people will need to be asked more than once to review you.  And it’s OK for you to ask them more than once – just to remind them in a friendly, oblique way.  Even that won’t always work, but sometimes you’ll be pleasantly surprised.
  • Some (or many) first-time reviewers’ reviews will get gobbled by Google’s anti-spam K9 unit.  There’s not much you can do about this, other than (1) to avoid asking a bunch of customers at once for a review, (2) to encourage honest reviews over unnaturally glowing reviews, and (3) to let customers know that their reviews don’t have to be of a certain length.
  • If you’re giving instructions to people who don’t have Google+ accounts, don’t tell them first to find your Google+Local listing and then to sign up for a Plus account. It’s usually much easier the other way around. Some people say to me, “But Phil, if you just type our name into Google, our listing is right at the top. Isn’t that the easiest way to find our page?” To which I reply “Yes, but if some of your customers don’t have Google+ accounts, they’ll be prompted to create one and will have to search for your listing a second time before they can review you.” The other issue is Google sometimes won’t show your Google+Local listing at the very top of the search results, even if you search for it by name. Google often reshuffles the rankings. An easy way to find your listing today might not be as easy tomorrow. The bottom line is you should only ask customers to go to your Google page after they’ve got a Plus account.
  • Save each review in two ways: (1) copy and paste the text of each review into a document that you’ll be able to dig up easily later, and (2) take a screenshot of each review a customer has left on your page.  You do NOT – and never will – “own” your Google reviews.  But at least this way you post them as testimonials on your website if it comes to pass that your reviews get filtered and you’re convinced they’re not coming back.
  • Your customers care.  Not all of them, sure.  But many will write a review if you ask and maybe give them basic instructions as to how.  Don’t assume that you have to wave a Starbucks card in their faces in order for them to do good deed.
  • Review-gathering can (and should) serve as a mini-diagnostic of your entire business and your practices.  For instance, if all your customers say they’d be happy to write you a review but none follows through, that might tell you that your customers don’t have as close a working relationship with you as they should.  Or if you’re consistently at 4 stars, and nobody’s angry with your service but nobody loves it, that might tell you something else.  Your reviews don’t just tell potential customers about your business; they can tell you about your business.


Examples of requests/instructions for writing a Google review:

A great video by Susan Walsh of ElSue.com:

From BarbaraOliverandCo.com (Mike Blumenthal’s flagship client):

From Yours Truly (click to see PDF):


Resources

Principles for a Review Plan: Considerations in encouraging customer reviews – Mike Blumenthal

Checklist for Keeping Google+Reviews out of the Filter – me

Asking for Reviews (Post Google Apocalypse) – Mike Blumenthal

A Way to Avoid the Google + Local Review Spam Filter? – Joy Hawkins

8 Ways to Recognize Fake Google Reviews – Nyagoslav Zhekov

The Coolest +Local Feature No One’s Noticed? – David Mihm

FAQ about Local-Business Reviews (on Google+Local and Third-Party Sites) – me

Should You Count Ratings Out In Google Local Rankings? – Chris Silver Smith

 9 Questions To Assess Your Review Management Stress Levels – Mike Blumenthal

The Local Business Reviews Ecosystem – me

My SMX West 2013 Presentation on Customer Reviews – me

What Should You Tell A Client When Google Loses Their Reviews – A 4 Part Plan – Mike Blumenthal

5 Ways Negative Reviews are Good for Business – Matt McGee

Local Search Ranking Factors – David Mihm

Any tips or anything else you’d add to the list?  How about questions?  Leave a comment!

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Studied for Your Google+Local SATs?

Have YOU done your homework?It’s my pleasure to publish the first guest post that’s made its way onto this blog.

Colan Nielsen of Imprezzio Marketing has impressed me over the last few months with the knowledge he shares over at Linda Buquet’s forum, and I really liked an idea he had for a post (below).

At the very bottom is a link to the PDF that contains Colan’s answers to the quiz questions.

Enjoy!

Last year Phil did a post with a quiz on “How Well Do You Know the Google Places Quality Guidelines?” After taking Phil’s quiz (and acing it…cough cough), I realized that this was the first time that some of the Google Places Quality Guidelines were actually sticking to my brain. After all those years of writing, and not particularly enjoying all those tests in high school, I’ve finally come full circle and have a new appreciation for the mighty “quiz”.

That motivated me to create a training resource for our local marketing team at Imprezzio. Once I had created the quiz, I sent it out to the team, and then on the following week’s team meeting we went over all the questions, dissected the answers, and in turn, created some great discussion. It was one of the best meetings we had in a while, and it dawned on me that this was only the beginning of a great way to stay on top of the constantly changing rules and guidelines of Google+ Local.

It’s important for local SEOs to know the rules. It’s even more important if you’re a business owner trying to get your own business visible in Google+Local.

Whether you ace the quiz or fail it gloriously, you‘ve got to know Google’s rules.  It’s the difference between sinking and swimming.

 

Categories

1.    Which of the following categories would Google deem acceptable? (multiple answers accepted)

a.  Dentist
b.  Teeth Whitening Service
c.  Braces
d.  Toronto Dentist
e.  NYC Renters Insurance
f.  Insurance Agency
g. Best Insurance Agency

2.    Categories must describe what your business_____, not what it ______.

3.    Where do you put the Suite#/Apt# etc. in the Google Places Dashboard?

a.  Address line 1
b.  Never add suite #
c.  Address line 2

Business Address/Location

4.    Which of the following businesses would most likely need to hide their address?(multiple answers accepted)

a.  Insurance Agency
b.  Electrician
c.  Plumber
d.  Sporting Goods Store

5.    A Service Area Business (SAB) can have a Google+ Local page for every city/area that it services?

a.  TRUE
b.  FALSE

6.    Only businesses that make in-person contact with customers qualify for a Google listing.

a.  TRUE
b.  FALSE

Business Name

7.  The business name must represent your business exactly as it appears in the offline world. Name 3 things that you should never put in your business name.

1:
2:
3:

General

8.    What is the best-practice for when a business moves to a new location/address?

a.  Edit the existing listing in the Google Places dashboard
b.  Edit the existing listing with the EBD (“Edit business details”)
c.  Mark the listing as closed and create a new listing

9.    When is it acceptable to claim a single listing into more than 1 account?

a.  Only for a Service Area Business (“SAB”)
b.  Only for a business with a storefront
c.  When you want to have multiple managers for the listing
d.  Never

10. Which method of reporting a problem to Google Places support gets you an open line of communication with Google, which allows you to correspond back and forth?

a.  “Report a Problem”
b.  Google Places Troubleshooter

11. Videos uploaded to the Google Places dashboard currently take how long to go live?

a.  4 to 6 weeks
b.  1 to 2 weeks
c.  Instantly
d.  The video feature is currently disabled and doesn’t ever show live


Done?  Check out the answers.

You can also get the quiz as a PDF.

Oh, and here are the rules straight from Google.

Colan Nielsen - Local SEO at Imprezzio MarketingAbout the Author

Colan Nielsen is the Local SEO Manager at Imprezzio Marketing in Toronto, Canada. By night, he is Linda Buquet’s right-hand man and moderator at the Catalyst Local eMarketing Local Search Community. Check out more posts from Colan at the Imprezzio Marketing Blog.

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How Long Local SEO Takes: the Short Version

Some topics demand epic blog posts.  The question of how long it might take your business to see good results from a local SEO campaign is one of those topics.

If you’ve read my post on this from last October, you know that it took a few vials of cyber-ink for me and 10 of my fellow local-search junkies to get our opinions across.

But sometimes you just want a handy recap.  A project I was working on with Ken Fagan recently led me to whip together such CliffsNotes.

Wondering roughly how long it might take for your business to get visible in the Google+Local search results?  Print this out and clear your kids’ artwork off the fridge:

(click to enlarge)

Please note that although the above “cheat-sheet” largely reflects my fellow local SEOers’ opinions, it doesn’t speak for them: Rather, it’s a summary of my opinion, informed by theirs.

Oh, and be sure to read the Big Daddy post if you haven’t already.

Special thanks to David Deering of Touch Point Digital Marketing for spiffing up the cheat-sheet.  He kindly offered his eye for design to create a version that’s sexier than the version I originally threw together for this post.

Any questions?  Penny for your thoughts?  How about leaving a comment?

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7 Ways to Kill Your Local Search Rankings without Touching a Computer

There are a million online misadventures that can snuff out your business’s rankings in local search – in the Google+Local (AKA Google Places) search results and everywhere else.

Attempts to spam or deceive Google usually backfire.  You can also destroy your rankings through sheer laziness – like if you never update any of your business information or never bother to understand Google’s quality guidelines.

You may be aware of what online actions can hurt your local rankings.  Maybe you’ve learned the hard way.

But there also are offline ways you can kill your local rankings.  Simply not doing anything stupid or naughty in your local SEO campaign isn’t enough.  You can lose local visibility and local customers without ever touching your computer (or smartphone or iPad).  To be more precise, I can think of 7 ways:

 

Offline Way to Die Online #1:  Relocate, rename, or use a new phone number without updating your Google+Local page or other business listings to reflect the change(s).

By “update” I mean you must do two things: (1) update all your business listings with the new info, and (2) scour the web for listings (AKA citations) that list your old info.  (By the way, doing a free GetListed.org scan can be a huge help when you get to this step.)

If you fail to do the above, you may be OK…for a little while.  After some months a major third-party data source (most likely InfoGroup) will catch wind of the change and create new listings for your business with the new info.

This will cause your business to have inconsistent info spread all over the web – which itself is a rankings-killer – and may cause Google to create unwanted and inaccurate Google+Local pages for your business (another rankings-killer).

 

Offline Way to Die Online #2:  Get a phony address, like a PO box, UPS box, or virtual office.  Eventually your fake-o address will enter the local-search “ecosystem” (in the way I described above) and you’ll end up with inconsistent business info all over the web, penalties from Google, or both.

(It’s likely that the only reason you’d want a phony address in the first place is so you can try to game Google – so it’s likely your rankings won’t die as a result of your offline actions alone.  More likely, you’ll try to update your business listing(s) with the fake address and end up getting flagged by a competitor or good citizen.)

 

Offline Way to Die Online #3:  Mistreat your customers and get slammed with bad reviews.  This probably won’t have a direct effect on your rankings unless you have dozens or hundreds of scathing reviews, BUT it may affect your rankings indirectly.

For instance, nobody knows for sure whether click-through rate (i.e. the percentage of people who see your business listed in Google and click on it) is a factor that Google takes into account when sorting out the local rankings.  But Google does “know” a bunch of user-engagement stats.  If people simply don’t click on your listing because they see a 10/30 average Google rating, or if nobody clicks your link from (say) your Yelp listing because you have a 1-star average, Google may very well take your rankings down a peg.

Bad service = bad reviews = fewer clicks = low rankings / fewer customers

Also, although “social signals” like Facebook shares, tweets, and Google +1s don’t seem to affect your local rankings much or at all as of this writing, they most likely will become a stronger ranking factor in the future.  If potential customers are scared off by bad reviews, you’ve got fewer opportunities to get social shares.

Most of all, at the end of the day, it’s about getting people to pick up the phone.  You can’t do that very well if nobody clicks on your Google+Local page or website because your reviews reek.

By the way, you get bonus idiot points if you get hammered with bad reviews but don’t write thoughtful “replies from the owner.”  Yes, you can do this: Google+Local and Yelp (and probably other sites that aren’t coming to mind now) let you respond to reviews.  It’s easy to write a reply and takes you maybe 90 seconds.  It’s even easier never to check up on the sites where you’re listed or  simply to live in ignorant bliss, oblivious to the public criticism.

 

Offline Way to Die Online #4:  Hire and fire an unethical SEO.  He or she has access to your Google+Local page or other listings (and maybe even your website), and may do something nefarious or simply not hand over your command codes when you need them.

 

Offline Way to Die Online #5:  Let your domain name or hosting expire (thanks to Chris Silver Smith for this one).  True, technically you don’t need a website to rank in the Google+Local or other search results.  But if you don’t have one, you’re shooting yourself in the foot, because many local-search ranking factors depend on your website.  If you’re in a competitive local market, forget it: Without a site you’ll fare about as well as Lance Armstrong in a polygraph test.

 

Offline Way to Die Online #6:  Never grow your site.  No, I’m not talking about updating the copyright at the bottom of your website so that it no longer reads “© 2002.”  I’m talking about keeping a “static” website to which you rarely or never add useful, non-promotional info that might cause a potential customer to think “Hey, that was handy!”  A static website is a lost opportunity.

Google knows when a website is an online paperweight, and may very well reflect that fact in your rankings.  Worse, if your site is devoid of fresh, helpful info, nobody will link to you, share your site, or give you a juicy unstructured citation or review – all of which are factors that otherwise could boost your rankings.

If you’re going to rank well, your site needs to show signs of life.

How lived-in is your site?

Offline Way to Die Online #7:  Never check your Google+Local page and other listings.  They say a watched pot never boils.  The corollary is that an unwatched pot can eventually boil over or boil until there’s no water left.

Things will happen to your online local presence, whether you know it or not – and probably not all of those things will be good.  Sometimes you’ll need to fix or remove inaccurate info on your listings, respond to reviews, or double-check your Google+Local page or website is compliant with the Google update du jour.

But you can’t fix problems if you never know about them.

By the way, there’s no offline way to fix most of the above problems.  The solutions involve getting with the times, getting on the computer (or tablet), getting a little bit of local SEO know-how (as you’re doing now!), and getting your hands a little dirty.  That will help you become or stay visible to local customers, and it will help keep the phone ringing.

Any other offline “ways to die” you can think of?  Any questions or general suggestions?  Leave a comment!

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My 10 Favorite Local SEO Posts of 2012

I know there’s still time left in 2012 for people to write great posts on local SEO…but it’s gonna be hard to top the crème de la crème.

Much like one of those snore-fest radio countdowns, I’ve picked what I consider the 10 best posts of the year.  Except my picks are exciting and useful…and I’m not counting down (or up)…and I’m not a DJ.

What I love about these posts is they can help you no matter how much or little you know about local search.  Many of them deal with tough topics but do a magnificent job of breaking it all down into insights or steps you can easily apply to get your business more visible in the local rankings.

As you can see, I don’t include my own posts – as was the case on the only two occasions I’ve done roundups so far.

Enjoy, bookmark, apply…and grab some better local visibility.

March

Understand and Rock the Venice Update – Mike Ramsey

New Google Places Guideline – Hide Your Address or Risk Losing Your Place Page – Linda Buquet

April

The Real Meaning of the Google Places Statuses – Nyagoslav Zhekov

May

Rankings on Google+Local: Some Observations – David Mihm

Google+Local: Q’s and Some A’s – Mike Blumenthal

June

Rethinking the Title Tag for 2012 (and Beyond) – Matt McGee

September

Asking for Reviews (Post Google Apocalypse) – Mike Blumenthal

October

How to Create Local Content for Multiple Cities – Matt McGee

The Zen of Local SEO – Miriam Ellis

November

Google Local: Train Wreck at the Junction – Mike Blumenthal

What do you like about these posts?  Any words of appreciation for the authors?  Leave a comment!

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Matchmaking Advice for Local SEOs and Business Owners

Most business owners and the local SEOs they hire get along pretty well, in my experience.

But when it doesn’t “work out,” usually the cause was avoidable.  Not that one person is unethical.  Not that one person is an Aries and the other is a Virgo.

Smooth local-SEO campaigns depend 95% on one thing: thorough communication up-front – before anyone has invested significant time or money.

I won’t bore you with the typical, trite, obvious advice, like “be communicative” or “be open and transparent.”  That’s all true, but it’s not news to you.  It’s also not helpful – way too vague.

What is good communication, in this context?


If you’re the local SEO, is it enough to answer questions you’re asked in emails, or to be available for a quick phone call?  Do you need to be more proactive?  If so, how?

If you’re the business owner, do you always defer judgment (“You’re the expert”), or do you ask some tough questions?  If it’s the latter, what are the questions you should ask – and what kinds of answers should you expect or demand?

I’m glad you asked, gentle reader, because I have a few suggestions.

I’m not really talking about how two parties should “get along” on an ongoing basis.  Rather, I’m talking about how you – whether you’re the local SEO-er or the business owner – can help ensure you’re a good fit before you begin working together.

 

Advice for Local SEOs:

1. Have a questionnaire.  Ask potential clients to fill it out either before any money changes hands, or at the very least before you do any work.  To me, this is the most important item of all. It’s what allows you to know what your client’s goals are and the extent to which you think you can help – if at all.  It’s better to find that out sooner rather than later.  You can take a look at my questionnaire.

2.  Have testimonials from or case-studies on some of your clients.  Preferably you’d have these on your site.  But if not, you definitely want them on-hand in some form – and you’ll want to let anyone know who’s thinking of working with you that you have some “references.”  Just give people some sense of what you’ve been able to do and what you’re capable of doing.  (If you’re just starting out and don’t have any testimonials or case-studies to highlight, just leave a comment on this post or email me and I’ll pitch in some ideas/alternatives.)

3.  Have a “poster-child” client (or a few of them).  Someone who doesn’t mind if you tell potential clients “OK, here’s an example of how I helped this one business…” Mike Blumenthal does this.  On and off my site I often refer to one of my long-time clients, Palumbo Landscaping.

4.  Sell a mini-product or how-to guide on your site.  Something relevant to local SEO.  Something that shows people what it’s like to pay you – even a tiny amount – and get good stuff in return.  This gives people who may become clients an idea of what you might be like to work with on a larger scale.   It’s a win-win.  Some great examples are Matt McGee’s do-it-yourself SEO guide and Nyagoslav Zhekov’s guide to citation-building. Heck, many people who ordered my humble one-page review handouts have become clients of mine, simply because they had a good experience with me and my offerings on a smaller scale.

5.  Keep a list of “good guys” to refer potential clients to for services you may not offer.  If there’s a service that someone needs but that you don’t offer, it’s better to recommend one or two good providers than to tell that person  “Umm, we don’t do that” and leave him/her frustrated.

6.  Make sure any people referred to you by word-of-mouth take a few minutes to learn about your services.  Even someone who came to you “pre-sold” based on a friend’s recommendation should know as much about your services and policies as would someone who stumbles across your site, doesn’t know you from Adam, and needs to read all about your services even to consider working with you.  If someone calls or emails me and says “Hey, my friend recommended me to you – where do I send the check?” I’ll usually ask that person to read over the pages on my site where I describe my services, or I’ll spend a few minutes describing each one.

7.  Track rankings.  Don’t go crazy with it; weekly (even monthly) rankings reports usually aren’t necessary, in my experience.  Just provide some record of your client’s rankings before you start work, and another one after a few months have gone by and you’ve done most or all of the necessary work and have given Google enough time to “digest” the changes you’ve made.  I usually fill out a good-old-fashioned spreadsheet (like this one).  It’s simple, easy for your client to make sense of, easy for you to make, and makes for a nice before-and-after picture.  It’s also another way to stand behind your work, and clients appreciate that.

 

Advice for business owners:

1. Question your local SEO-er.  Doesn’t need to turn into the next Inquisition, but asking some “hows” and “whys” is always wise.  Make your local SEO explain things at least a little bit – especially if something he/she says doesn’t quite square with your experience or expectations.

2.  Expect questions.  Nay, hope for them: If your local SEO-er never asks questions about your situation, he/she may not understand your situation well enough to help you.  I suggest erring on the side of volunteering as much detail as possible about your business and local-SEO efforts (your goals, what you’ve tried, etc.) and even grilling your SEO person a little – especially if you haven’t been asked many questions.

3.  Ask which service your local SEO-er thinks is the best fit, and why.  Most of them offer more than one “level” or package.  It’s easier on everyone if you’re not paying for work you don’t need.  This question can also be a nice little test of character: Obviously, you don’t want to work with someone whose impulse is to try to sell you on the super-duper deluxe service when the “Basic” might be all you need.

4.  Ask whether your potential local SEO has worked with clients in your industry or in one like it.  A “No” answer isn’t necessarily a bad thing.  It’s just that a “Yes” answer means your local SEO probably is a little more likely to know the ins and outs of getting a business like yours visible in local search.  In cases where I’m working with someone in an industry I’ve never dealt with before, I usually say “I haven’t worked with someone in your line of work, but I have worked with people in the such-and-such industry, which I think is pretty similar as far as local search is concerned.”

5.  Understand that Google is a “black box” in many ways.  Any local SEO who claims to have it “figured out” is a liar.  Much of what we know is a result of trial and error.  As is the case in most areas of business and life, in the SEO world there’s not “scientific” evidence for much – not that that would necessarily help you for long, if at all.  Sometimes the reasons behind our suggestions are obvious or become obvious pretty quickly – like how if you don’t follow Google’s quality guidelines, you’ll likely end up shooting yourself in the foot.  Don’t hesitate to ask the questions, but be prepared for many different species of answers.

6.  Consider buying the mini-product or guide that your local-search buff offers (like what I mentioned earlier).  Again, it’s a good way to see what it’s like to deal with that person and see how much he/she can help you on a micro scale.  If it looks like junk, well, that may also tell you a thing or two.

7.  Read this excellent post by Miriam Ellis: The Zen of Local SEO.

By the way, this stuff applies to any type of SEO/SEM work.  But I think good communication is particularly crucial to local SEO, simply because so many aspects of it are counterintuitive, and because some steps (especially optimizing one’s website and asking for customer reviews) take a little bit of coordination or teamwork.

Got any advice for local SEOs or business owners (or both)?  Leave a comment!

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How Long Does Local-Search Visibility Take?

The question I get asked more frequently than any other is: “Roughly how long until my business ranks well in local search?”

(“Ranks well” usually refers to being on page one and “local search” usually means the Google+Local results.)

People have at least a basic idea of what is involved in getting a business to rank visibly in local search if they’ve talked with me for a few minutes or have been to this site or others that deal with local search.  Or, to the extent they’ve done some “homework,” they may have a very solid understanding of what the main moving parts and to-dos are.

But the question of how long a local SEO campaign takes doesn’t get nearly as much attention, and fewer people have even a rough idea of the answer.

That’s why recently I asked some of my fellow local-search aficionados how long it takes them to help get their clients visible in local search.

The following pros took the time to offer some eye-opening insights:

Mary Bowling

Linda Buquet – Admin, Local Search Forum

Miriam Ellis

Matthew Hunt

David Mihm – President, GetListed.org

Dave Oremland

Mike Ramsey

Darren Shaw – Creator, Whitespark’s Local Citation Finder

Adam Steele

Nyagoslav Zhekov

(Plus me, Phil Rozek)

I asked the above people 3 specific questions about “how long local SEO takes.”  And boy did they answer (as you’ll see in a second).

Their commentary – though superb – does not make this a “scientific” post.  There’s no such way to answer this question (or many other local-search-related questions, for that matter).

Rather, I wanted to know: to what extent is there a consensus – among people who do this stuff all day long – as to how long it takes to get good (typically first-page) local rankings?

Do you want the shortest of short answers – the “consensus” in a pistachio-sized nutshell?  Well, here you go: local SEO usually takes anywhere from a month to a year.

If all you wanted was a rough number, you just got it.  But settling for that is like going to a 5-star steakhouse and only eating the bread.

Plus, rough numbers don’t give you a sense of the particulars – like how much time it might take in your situation for your business to get more visible in local search.

So, if you’d like the insights from thousands of man-hours and woman-hours of local-SEO experience, read on.

Question 1:  When a potential client asks “Roughly when can I expect to see results?” what is your typical answer?

“I usually tell them 3-6 months, depending on the level of competition in their location and industry.”– Mary Bowling

“When I was doing optimization services I was very conservative in setting expectations with potential clients. I always try to under-promise and over deliver. But this, in a nutshell, is what I would tell Dentists:

“Ranking in Google local takes a well optimized Google+ Local page AND a well optimized web site to match PLUS the right local hooks for Google to tie it all together, so ranking is a 2 stage process. (In my process – that’s the way I did it.)

“1st I’ll optimize your Google+ Local page. For 2nd tier keywords like ‘[city] teeth whitening’, ‘[city] dental implants’, ‘[city] laser dentistry’ we can usually get significant results in less than a month because those keywords I can typically impact when I optimize your Place page. (That’s if they didn’t already have those KWs in G+ Local categories.) Most of my clients move right up to page one, but of course there are no guarantees and it depends on the competition in your market for each of those keywords.

“For your core keywords like ‘[city] dentist’ and ‘[city] cosmetic dentistry’ – just optimizing the Place page normally won’t move the needle, as those keywords are the most competitive. To impact ranking for your core keywords will take the on-site Local SEO and Local Hooks changes I need to do. After those changes are complete we normally start to see an improvement in about a month. But then rankings can gradually improve for awhile after that.

“(Note: I no longer personally do optimization – stopped a few months ago to focus on Local SEO training for other consultants, so no longer offer the above service).” 
– Linda Buquet

“While this is dependent on how much work has been done by the client or other Local SEOs prior to the client becoming mine, I reply that initial gains in visibility should occur within a couple of weeks of our first work being complete, with additional gains typically being visible at the end of 6 months. By then, we can be confident of where the work has gotten us because it’s had time to settle in.”
– Miriam Ellis

“We tell clients they will see improvements immediately.  Which they will.  As for ranking guarantees, we don’t make them.  Typically we see low competition stuff ranking as fast as 30-90 days (sometimes immediately on long tail stuff, if domain is clean, and site has history/age, etc)  All our agreements are month-to-month, but we expect people to mentally commit to 6 months with us before making decision on what they think.  Brand new domains take much longer to rank than existing aged domains.  We look at that for sure before setting expectations.  Example: if you get to aggressive on link building on a brand new domain you’ll sandbox it for 6-8 months.  TIP: Never build more links than you have traffic.  I’ve seen this mistake so many times.  Business owner gets new site live.  It has like 20 unique visitors, then newbie SEO builds 400 links to site with no visitors and history.  This is not usually natural… expect to get slapped if you do this.  On brand new domains it’s best to focus on content creation and social media networking to get buzz going.  Do some light citations and PR’s.  That’s it for the first 6 months.  Then as your site starts to show 1500-2000 unique visitors then start getting links.  Nice and slow and only stuff from high quality sites.  Now if aged site with traffic, you can be more aggressive out of the gates.  Still focus on content 1st, but you can for sure have more fun with backlinking to help boost rankings.  Focus on deep linking most of your stuff.  Focus on the long tail.  Do these things and you’ll get success out of the gates.”
 – Matthew Hunt

“‘It depends’, of course, as you already acknowledged :)   If it’s a client in a fairly non-competitive industry who’s never done ANY optimization (e.g. claimed many listings, added custom categories to their +Local page, has no optimized Title Tags on their website), I’ve seen some substantial results in two or three weeks.  Clients in competitive industries who need to start review campaigns, dramatically revise their site architecture (for multi-location businesses), etc., it’s going to take considerably longer.

“So, if you want a full range, I’d say 0.75 – 6 months.  All clients should see *some* results within six months, in my opinion.  That makes the average time around 2-3 months, I suppose.” – David Mihm

“Somewhere in the 6 month range, give or take some months.

“Contingent issues include the following:

A.  Starting point.  Where is the client subject to competition?

B.  What is the status of existing citation/ NAP information on the web.  Clean or not clean?

C.  Willingness of the client to partner and act on substantial link building activities.  I like to build strong links.  But it is often contingent on the client’s willingness to participate.” – Dave Oremland

“I tell them that they will generally see change within the first month. I usually tell them that results are not always top position ranking but change in positions, more organic traffic, more referral traffic. That way they aren’t counting down to page one but seeing progress. Overall, I dodge the question.” – Mike Ramsey

“We typically say 3-4 months, but we assess this on a case-by-case basis. We always do a little competitive analysis before quoting the project so we can set the budget and expectations. A flower shop in a small town with no competition can be ranked easily within a month or two. A brand new hotel in New York City with a brand new website is going to need at least 6 months to a year of hard work.” 
– Darren Shaw

“Typically speaking, when potential clients think ‘results’ they think in terms of rankings. With that said, I like to separate organic from Google Local. Organic I can improve in a week’s time. Local however is a different beast, and much slower to react to positive change…especially off page changes like citation building. On-page changes can push a trusted Google Local page pretty quickly, but I don’t like to make any promises here – too random. Thus, with Local I generally quote 3 months to be safe.” – Adam Steele

“I usually tell them the following: ‘It might take anything between 1 and 4 months. Biggest ranking changes in Google+ Local are observed during the business data index updates, which happen every 4-8 weeks. However, sometimes, especially if your ‘footprint’ is very messy, it might take two updates until some significant traffic/ranking increases occur.’ – Nyagoslav Zhekov

“I usually say at least 2-3 months.  Then I launch into a long-winded explanation of how there are a ton of variables, and that sometimes it can take significantly longer, depending on those variables.  Around the time I provide this ‘ETA’ (often beforehand) I usually ask my potential client to fill out my questionnaire, or (if we’re on the phone) to fill me in on some of the details of his/her situation.  The sooner we’re both clear on all the particulars, the sooner I can say whether to expect a smooth or bumpy ride.” – Phil Rozek

 

Question 2:  When your local-SEO efforts go smoothly for a given client, how long does it usually take for his/her business to reach the local rankings you set expectations for?

“When I get one that doesn’t have a lot of NAP confusion and inconsistency, 2-3 months.” – Mary Bowling

“If it’s a matter of adding categories for secondary keywords that they didn’t have listed in their Places categories before – then just 1 – 2 weeks.(Or however long the category update cycle is at the time.)

“For core KWs that require on-site SEO, normally I would get an average 10 spot jump within a month. Sometimes in 2 weeks. (Once had a site go from #16 to #2 for ‘[city] dentist’ in 2 days which is pretty rare for an organic ranking increase – that was on-site changes only.)

“(Also I have some tricks to get client sites spidered and re-indexed faster because that’s a problem for local sites. Many of these small biz sites just don’t get much traffic, therefore may not be spidered very often. So if I’m going to go to all the trouble to optimize the site, I’m not going to sit back and hope/wait for the Google spider the optimized content. I force feed her the changes, to get my client’s site re-indexed faster.)” – Linda Buquet

“I never, never promise rankings. In my own mind, I expect to see results within a couple of months, but I am very careful not to guarantee anything, due to the variables of Google’s behavior as well as competitive efforts.” – Miriam Ellis

“First 30-90 days for ranking those ego terms ;)   You know i really hate talking about rankings as a measuring stick.  Here at SBOC we always get success right away because we focus on traffic and conversions as a way to measure success.  We are experts at improving conversions and usually really easy to show success b/c most small business site’s suck and they do not do any A/B split testing.  We always increase traffic out of the gate b/c we are content publishers first before we are link builders, citation builders, etc.  Bigger sites always get more traffic. We focus on building bigger websites first and creating linkable assets.  This gets you more relevant traffic. More relevant traffic = more leads/sales.  Thus success! We do not focus on rankings as a success measuring stick nor should any agency or small business, especially with all the different search results available, between local search results, personal results, etc.  This will drive everyone nuts and (excuse my language) but it’s a piss poor way to measure success.  I am in the business to help small business make more money, I am not in the business to feed SMB’s egos on silly rankings.  Don’t get me wrong, rankings are a good signal to measure SEO, but not a good way to determine internet marketing success.  Measuring traffic and conversions is.  That is all you need to understand as a small business to decide if something is working.  SMB’s should ask: Did my traffic increase? Did my conversions increase?  Ask those questions and do not judge success by some silly ranking for some silly ego term and then you’ll know if you are getting a ROI from your internet marketing.” – Matthew Hunt

“Well, I never promise any rankings.  I try to give people a realistic assessment of where they are based on the point they’re starting from and the market they’re in.

“For a client starting from dead scratch with a brand new website and brand new location, four-six months is realistic.  I recently went through this exercise with my cousin’s group health insurance agency and she has just started to rank well across a broad range of terms (health benefits portland, group insurance portland, etc) after a full-on launch and citation campaign starting in March.  Everything here was very smooth obviously since there were no NAP conflicts and I was in complete control of the process.

“For a client starting from a pretty good position who’s just in need of a little push in the right direction, one month is realistic.” – David Mihm

“Somewhere in the 6 month range.  Always contingent on above issues [mentioned in Question 1].” – Dave Oremland

“Usually speaking we see things happen anywhere from 2-4 months. That is enough time for a lot of fixes to take effect. There are always exceptions though both on the faster and slower side.” – Mike Ramsey

“We’re usually on target with the expectations we set out at the beginning of the campaign. If things go smoothly, we sometimes get results earlier. If there are client delays (as is often the case), it can take months longer than we estimated.” 
– Darren Shaw

“Funny you add ‘smoothly.’ Clearly you added this because so often Google Local throws us ridiculous, illogical curveballs. Promises are often mistaken for guarantees…and in my cautious opinion, SEOs should not be making ranking guarantees. Way too many variables, bugs, etc.

“For a semi competitive niche, top 3 rankings (for example) in Google Local will come in 3-4 months.” – Adam Steele

“If the client is a low- to mid-competitive market, it might take 3-4 weeks, but these cases are rare, because business owners that come to me are usually not in easy markets. I’d say that the average is 8-10 weeks.” – Nyagoslav Zhekov

“About 2-3 months.  Sometimes a month or less IF my client has already made some efforts at local SEO and doesn’t have a bunch of different addresses or phone numbers floating around the web.  However, in really competitive local markets (e.g. big-city lawyers), everything takes longer: even a “smooth” local-SEO campaign can take 4-6 months to bear fruit.” – Phil Rozek

 

Question 3:  For the “trouble cases,” when things don’t go so smoothly, how long does it usually take for your client to get the rankings you expected?

“Short answer 6 months, but it really depends on their budget and/or if they are willing and able to do a lot of the NAP cleanup (with my instructions). Updating directory listings can take an unexpectedly long amount of time, especially if they have been careless with setting up accounts, recording log ins, etc. I have cleaned up unbelievable multi-location messes in 3-4 months, but it was with a big budget.

“I also ask them about what they are doing for link building, because if their domain authority lags behind their competitors’ by very much, it’s a necessary ingredient in the ranking recipe.” – Mary Bowling

“I could almost always get clients ranked on page one with my Google Places and on-site Local SEO techniques, in the time frames above. (I don’t ever do citations or backlinks – just on-page on the Google page and web site.)

“The only exception was, if it was a really competitive market and they were really low to begin with. So let’s say I took a client from #26 to #12. That’s a nice 14 point jump – BUT not enough to get to page one. So at that point after I’d done everything I could ON-PAGE, if it wasn’t enough to get to page one, they would maybe need some off-page help which I would refer out. Only had to do that a couple times though.” – Linda Buquet

“It can take many months, or even more than a year for really bad problems to be resolved. I was just looking at a thread today in which a business owner had sent 123 emails to Google demanding resolution of his merging problem. Think of that!” 
– Miriam Ellis

“30-90 days usually.  Depends on what the issue is.  Example, duplicate listing can get cleaned up in 60 days.  Deleted and black listed Google Places listing may not be able to come back at that phone and address again.  Or recent Doctor/Professional duplicates, can’t get rid of b/c Google Places is allowing the practice and the professional to each have a listing.  Local search, especially Google Places can be a hot mess and often out a Local SEO’ers hands.  Hopefully, one day Google Local will get their shit together. My guess it won’t happen until they monetize it, as we all know Google doesn’t like providing any real support unless it’s a paid product.” – Matthew Hunt

“It can honestly take years.  Mary Bowling and I have a joint client who’s had all kinds of NAP confusion and clusterf*cks that we are still trying to help about 30 months after I first started with them.  Luckily, they had a pretty good idea of how tough their situation was before they hired us, but these kinds of situations can take constant vigilance and results are not always going to happen if the cluster was corrupted a long time ago.” – David Mihm

“Cleaning bad results and building rankings could add 6 months roughly to the process.” – Dave Oremland

“We have some that have been 6 months to a year. Usually due to duplicate issues or really bad NAP information when things can’t stick. Some listings constantly hop in and out of rankings. That can happen for years at a time.” – Mike Ramsey

“This is so variable, it’s really tough to answer. I have some mystery cases where everything looks good with their website and their Google+ Local page, and they have more citations, reviews, links, etc than the competition, but they’re still not ranking in the local results a year after we started working with them. Some cases can get resolved after cleaning up problematic NAP consistency issues, and the time it takes to do this work is quite variable as well. Sorry I can’t give any solid timelines for you on this one.” – Darren Shaw

“Depending on the severity, problems that CAN be sorted out, typically take another 1 or 2 months on top of the 3-4 months.” – Adam Steele

“The only cases when it never worked smoothly were when the client was not doing what I was ‘recommending’ them to do. In these cases we usually terminate our relationships as soon as I realize there is no hope.” – Nyagoslav Zhekov

“6 months or more.  On the one hand, there are any number of “issues” that can throw a wrench into your local-search efforts, so sometimes even ~6 months isn’t enough time to stick in your hand and fish out all the wrenches.  But on the other hand, progress only comes really slowly if my clients for whatever reason don’t what needs to be done on the website, are unwilling even to ask customers for reviews, etc.  When my suggestions are implemented (by me or by the client – just depends on our arrangement), it’s rare for there not to be at least significant improvement in local rankings after ~4 months – if not for the rankings to reach the levels we both expect during that time.” – Phil Rozek

Additional comments from some of the experts:

“What I’ve found, working in Local Search, is that every case is different. There is no standardized template for success, not only because each business is unique, but because Google’s behavior is erratic in its local products. Imagine the different results you might expect working with a local hair salon vs. a local auto dealership. Competition and scrutiny are going on at very different levels. Some verticals are so under-served and under-optimized that you can literally take a client to the top in a couple of weeks. But not if your client is an attorney in a metropolis; in such cases, there will be many months of effort ahead to outrank competitors, if that’s even possible. So, every new client is a new and interesting challenge, and in my opinion, results should never be guaranteed. We don’t control Google. We only control our own efforts, with the expectant hope that things will turn out well and the realistic caution that, sometimes, they don’t.” – Miriam Ellis

“After all is said and done, with Google as you know, a new issue could arise with glitches.” – Dave Oremland

“Overall, I am really moving away from only selling or focusing on ranking and trying to take a much broader approach to services we offer. I don’t sell strictly Google+ local optimization anymore. We tend to want to focus on maps, organic, content, conversion, etc. I think that this allows for us to produce quick wins and constantly show progress. Diversification helps the client and also our relationship with them.” 
– Mike Ramsey

“It is hard to generalize any part of the SEO process. Delivery of results is one of the variables that depends on more than one factor, and is thus largely unpredictable. In the Google+ Local world everything spins around the index pushes, though, so the 4-8 weeks period is a potential target checkpoint.” – Nyagoslav Zhekov

 —

All fantastic insights.  Except for what that Phil Rozek guy said.  What a goofball :)

A HUGE thanks to all the great local SEO-ers who offered their time and first-hand knowledge.  Each of them is worth following and learning from (or even hiring) if you want to get some more local-search visibility for your business.

What’s been your experience so far, in terms of how long local SEO “takes”?  Leave a comment!

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