Negative Reviews on Corporate Site (vs. Locations)

[RMortis]

We have a client that manages a bunch of physician practices. (They buy them, then manage them ... you know the drill. Gone are the days of a doctor practicing in his house with a shingle outside! )

There seems to be a trend that people will not only leave a negative review at the local practice, but then they will also leave one on the corporate GBP page.

Is that something you experts think is appeal-able? Since the main corporate GBP doesn't see patients? Or is Google going to see them all as one entity? Just seems unfair for the corporation to have a low rating when its all the individual practices.

Thanks in advance!

 

[keyserholiday]

One of the reviews should be able to removed. You have to show Google that they reviewed two locations.

 

[RMortis]

Thanks for the quick reply.

And it doesn't matter that corporate itself does not see patients. They see them as ... responsible anyway?

 

[keyserholiday]

Thanks for the quick reply.

And it doesn't matter that corporate itself does not see patients. They see them as ... responsible anyway?

You to post on the forum and create a spreadsheet to show the team how the person left a review at two different locations

 

[RMortis]

You to post on the forum and create a spreadsheet to show the team how the person left a review at two different locations

Let me rephrase my question a little:

So say I go to Starbucks in Tacoma, WA, and I have a terrible experience with that location.

I then go to the main corporate Starbucks location (which provides no public services) and leave a review based on the Tacoma location. Something like "terrible parking lot and the restroom was dirty".

Google is OK with that? Even though it was nothing to do with the actual corporate location itself?

 

[keyserholiday]

Let me rephrase my question a little:

So say I go to Starbucks in Tacoma, WA, and I have a terrible experience with that location.

I then go to the main corporate Starbucks location (which provides no public services) and leave a review based on the Tacoma location. Something like "terrible parking lot and the restroom was dirty".

Google is OK with that? Even though it was nothing to do with the actual corporate location itself?

No, Google is not ok with that. If you have an issue with one of the Tacoma locations, you need to leave a review for that location. Now if you reached out to corporate to complain about that Tacoma location and they didn’t provide you with a satisfactory answer, then you can post a review for the corporate GBP. You need to state how you contacted over the bathroom issue with one of the Tacoma stores. What you can’t do and what I think you are getting at is post a review that Jane the barista is abrupt with you on both GBPs. I hope this makes sense.

 

[RMortis]

No, Google is not ok with that. If you have an issue with one of the Tacoma locations, you need to leave a review for that location. Now if you reached out to corporate to complain about that Tacoma location and they didn’t provide you with a satisfactory answer, then you can post a review for the corporate GBP. You need to state how you contacted over the bathroom issue with one of the Tacoma stores. What you can’t do and what I think you are getting at is post a review that Jane the barista is abrupt with you on both GBPs. I hope this makes sense.

What am I getting at is they just post a review at corporate because they are mad at corporate. Usually because they have taken over their "beloved" Tacoma location. (Starbucks is a bad example, LOL. Imagine if Starbucks bought the local mom and pop coffee shop in Tacoma and everyone was pissed so they left terrible reviews on the Starbucks corporate GBP out of spite.)

There often is no way of knowing WHAT location they are even talking about. (Though sometimes they will call out locations or people.)

Here is an example of the reviews left at CORPORATE:

"Their office manager in Phoenix in rude and mostly incompetent. Their central billing office staff should NEVER be allowed to talk to customers/patients. Angel,n that office is a "hot wire" and really quite distressing to interact with. Thier Drs are under such pressure to get more patients thru, that they make mistakes. My mom lost her vision in the right eye because she was mis-diagnosed"

"You often wait over an hour or more to be seen. This happens all the time, with serious overbooking and under-staffing. One wonders if there is something racial going on as this office serves mostly non-white patients."

Are those kind of reviews things you would flag on the corporate GBP?

I'm starting to wonder if corporate even NEEDS a GBP since no customers go there. It is just administration for the practices.

 

[keyserholiday]

What am I getting at is they just post a review at corporate because they are mad at corporate. Usually because they have taken over their "beloved" Tacoma location. (Starbucks is a bad example, LOL. Imagine if Starbucks bought the local mom and pop coffee shop in Tacoma and everyone was pissed so they left terrible reviews on the Starbucks corporate GBP out of spite.)

There often is no way of knowing WHAT location they are even talking about. (Though sometimes they will call out locations or people.)

Here is an example of the reviews left at CORPORATE:

"Their office manager in Phoenix in rude and mostly incompetent. Their central billing office staff should NEVER be allowed to talk to customers/patients. Angel,n that office is a "hot wire" and really quite distressing to interact with. Thier Drs are under such pressure to get more patients thru, that they make mistakes. My mom lost her vision in the right eye because she was mis-diagnosed"

"You often wait over an hour or more to be seen. This happens all the time, with serious overbooking and under-staffing. One wonders if there is something racial going on as this office serves mostly non-white patients."

Are those kind of reviews things you would flag on the corporate GBP?

I'm starting to wonder if corporate even NEEDS a GBP since no customers go there. It is just administration for the practices.

You picked a horrible example. I covered this topic on a friend's FB post. Your example of complaining to corporate because they took over a mom and pop businesses is covered here.

Contributions to Google Maps should reflect a genuine experience at a place or business. Fake engagement is not allowed and will be removed.

This includes:

• Content that is not based on a real experience or does not accurately represent the location or product in question.

Now, regarding the review you posted. If they posted the same exact review on the Phoenix location's GBP, then one of those reviews would get removed. This review is not just about the office manager. It's about the central billing office, which would fall under corporate. Now, if I were handling their SEO, I would make sure corporate sees this review so they can investigate the components outlined in it, potential issues with an office manager, and issues within the billing department. I did when I handled the SEO for The Joint Chiropractic. One of the biggest complaints they recieved was over the cancellation policy. While people would post that complaint on the clinic's GBP, it should have been posted for corporate.

 

[RMortis]

You picked a horrible example.

My brain works in funny ways haha.

Thanks for all the continued responses. Super helpful.

 

[RMortis]

.
Now, regarding the review you posted. If they posted the same exact review on the Phoenix location's GBP, then one of those reviews would get removed. This review is not just about the office manager. It's about the central billing office, which would fall under corporate. Now, if I were handling their SEO, I would make sure corporate sees this review so they can investigate the components outlined in it, potential issues with an office manager, and issues within the billing department. I did when I handled the SEO for The Joint Chiropractic. One of the biggest complaints they recieved was over the cancellation policy. While people would post that complaint on the clinic's GBP, it should have been posted for corporate.

So if it mentions anything corporate does (such as central billing) it is OK on corporate, even if it lists 5 other things about the location. (Assuming it is ONLY on corporate and not a duplicate.)

But if it is JUST about the location it is OK to flag.

Does that sum it up?

 

[keyserholiday]

So if it mentions anything corporate does (such as central billing) it is OK on corporate, even if it lists 5 other things about the location. (Assuming it is ONLY on corporate and not a duplicate.)

But if it is JUST about the location it is OK to flag.

Does that sum it up?

You can flag any review you like. The question is, does the review violate the TOS, and will Google remove it? As the review stands, there is no TOS violation, as they are discussing "central billing." That has nothing to do with the phoenix office.