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A couple weeks ago I was informed by one of my customers that they received a bad review on Yahoo Local and have no idea why. To make matters worse this insurance agent had not idea who the person was. I quickly pulled up their local listing on Yahoo Local to take a look.
This is the first time I was introduced to Yahoo internet user “Rocanne” (Link will take you to their profile on Yahoo)
Well, come to find out Rocanne has had insurance through many many agencies throughout the United States. From California to Georgia to Nevada and Illinois. I haven’t counted yet, but it looks like Rocanne has been allover the country. Avid mover? Multi-policy-over-insured-overzealous-crazy-insured-person? Or just a plain liar. I do not know who Rocanne is or where Rocanne is located. Chances are Rocanne works for or owns a Search Engine Optimization Company (SEO) The type of search engine optimization company that gives legitimate SEO companies bad names.
My theory about Rocanne:
Rocanne gets a customer in ABC Town, pulls up the local listing for “Insurance ABC Town” and finds any agency who has a better listing then her customer. Rocanne then writes bad reviews on all of the insurance companies hoping to decrease their page rank. All so her customer can rise to the top. Pretty sketchy…
With my information against Rocanne put to the side I reported Rocanne to Yahoo’s abuse (There is a link next to each review that reads “Report Abuse”) I entered my email address and a brief description detailing that there is no way that Rocanne is or has ever been a customer of all of these insurance agencies and that she is probably just writing bad reviews for competing insurance agencies of her own customers.
I then crossed my finger, closed my laptop and called it a day. Being my first time tattling on someone online I wasn’t sure how Yahoo would handle my complaint. Would it take them months to get to it? Would they even listen to me?
Within 24 hours (On a Sunday of all days) Yahoo had sent me an email that Rocanne’s comment was a violation and had been removed. Go Yahoo! It took Yahoo less than a day to review my complaint and remove Rocanne’s false review.
Unfortunately, Yahoo only removed the one comment that I submitted as abuse. (There are still about 22 more false claims out there)
Removing false reviews is pretty simple.
Here are some screenshots from my encounter with Rocanne:
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March 31st, 2009 at 6:44 am
If your agency gets negative press justlike a company you have to sell through it. Just like there will be negative comments from people you will get great comments and feedback as well. Youneed to listen to what they were critisizing and fix it and make that your best feature from now on.
Example: They did not return my calls, e-mails for several days.
THIS IS THE MOST POPULAR COMPLAINT I HEAR ABOUT OTHER AGENCIES WHEN THEY COME TO US.
We heard this was an issue about our own agency and turned it around. You get as contact e-mail, status phone call even if we have not solved the issue or obtained a quote for you in less than 24 hours. Usually it is less than an hour or two.
Promptness and responsiveness became a priorty.