How An Attorney's Office Got Slapped For A Review Surge
Key Takeaways - Client's aggressive review solicitation led to Google removing ~50% of new reviews - Despite setback, client's account remains active; continuing steady review collection - Agencies must set clear expectations on review acquisition pacing to avoid Google penalties - Regular check-ins and ongoing guidance are crucial for preventing client missteps Google Review Solicitation Mishap - Client mass-messaged customer list for reviews - Google removed ~50% of new reviews ("review purge") - Client disabled all throttling systems, triggering Google's attention - ~30 reviews hidden due to "review surge" - Account not terminated; still collecting reviews at a consistent pace Agency Best Practices for Review Management - Never promise high review numbers in short timeframes (e.g., 20-50-100 reviews quickly) - Implement review throttling systems (e.g., Revealies' built-in throttle) - Advise clients to limit review requests (e.g., X requests per day) - Encourage consistent, metered review activity over time - Explain importance of gradual review build-up (e.g., 1-2 weeks vs. 2-3 days) Client Communication Strategies - Proactively check in on client's review generation activities - Offer to use successful clients as case studies to gain insights - Be prepared to re-educate clients on best practices - Frame review collection like "teenage driving" - set clear rules and expectations Handling Review Penalties - Guide clients through Google's review reinstatement process - Help reframe future review collection strategies - Emphasize consistent, day-to-day review requests aligned with business volume Next Steps - Implement regular check-ins with clients about their review collection practices - Develop clear, written guidelines for clients on safe review solicitation - Create a crisis management plan for clients facing Google penalties - Consider enhancing review throttling features in agency tools - Use this case study to educate other clients and prevent similar issues