When is that negative client review not technically a negative client review…yet your most public negative client review ever?
When your disgruntled ex-client chooses to use Google My Business’ recently launched Q&A functionality to bash your business IN ALL CAPS, instead of using the typical review stars. I ran across the example below while researching the firm as the winning plaintiff in the example of name bidding for my last post. Now, Kurgis has 44 reviews – with an average star rating of just 2.3 – that’s hard to do. But, even worse, there’s a scathing Q&A (which is frankly neither a Q nor an A) showing up prominently in the Knowledge Graph when searching for the lawyer by name.
Sidenote: there’s something hinky going on here – the A: for the Q&A points prospects to Scott Shiff…who was coincidentally Kurgis’ co-plaintiff in the lawsuit I was covering.
Q&A rolled out within the past 6 months or so…very few lawyers are using it for their marketing efforts (one obvious easy example would be asking a simple question like, “What is the initial consultation fee?”) BUT…Q&A holds a very prominent spot in the SERPS – well above editorial review content. So, bad or good, Q&A can have a significant impact on click through and conversion rates.