Msg#: 4580540 posted 7:20 am on Jun 3, 2013 (gmt 0)
First post here- looking forward to seeing replies. Thanks in advance!
I have noticed that when you type our Company name into Google, the top suggested term is '*company name* complaints'. We're no more complained about than any other company; and there is no reason this should have surfaced as a top hit.
Long story short- we're convinced a competitor is behind defamation of my Company; bad forum posts, spoof customers leaving negative reviews on review sites; etc.
The Google auto-results issue seems to be yet another indication that this is going on.
I'm assuming, from some research, that he could be using an automated search query program to generate a lot of search queries around the 'Complaints' term. First, I wondered if this is still possible?
Second, is there anything I can do? I have tried to find a way to contact Google? We're a big adwords spender, so wasn't sure whether to contact them via this- I can't seem to find any other channel?
I thought if they checked their end, they might see a spike in this query- find inconsistencies/suspicions, and remove it from search?
Msg#: 4580540 posted 12:04 pm on Jun 3, 2013 (gmt 0)
Welcome to WebmasterWorld!
For severe cases I like to use a two-prong approach. The first approach is to accept that some customers will honestly seek out complaints against your company since it can be a good way to find out if you are a good company to do business with. Consider launching a mini-site (yourcompany-complaints.com) and turn it into a dedicated customer service portal. This site will likely rank #1 when people search for "company complaints" and it will show potential customers that you are serious about customer service.
The second approach is to get creative and diffuse the auto suggestions. You can influence Google's auto suggestions by running print/tv ads and telling people to search a "company name". Or launch a contest with a nice prize, this will drive people to Google "company name contest". Or start giving promo codes so people will start searching "company name promo code" There are many different ways to influence Google auto suggest.