The Internet Marketing Frustrations of One Small Business Owner – Sound Familiar?

Scam AlertLast week one of my local search mentors, Mike Blumenthal, posted an experience that the owner of a small custom furniture maker has had with marketing his business on the Internet.  I was reminded of the many conversations I have had with other small businesses that have had, and continue to endure, the over-selling and under performing of various local Internet marketing factories.  You know, the robo calls from “Google” (it isn’t Google) that scare you into thinking that your business is about to disappear from its search engine.  Or the Yelps and Yodles that charge a steep price and then claim completely bogus results.

The small business owner, Marc Reisner of Reisner Construction, has been pretty naive in his digital marketing journey.  Heck, as far as I can tell he doesn’t even have a website instead relying on his Facebook page to establish his local digital footprint, a bad idea.  Then he gets the phone calls from Yodle and Town Square promising a “free” website and high ranking on Google for a large fee.  The results were negligible and he cancelled.

Next, Yelp (The Evil One) calls promising position and phone calls.  They load him up with lots of “calls” at $6+ each only to find that all but one came from “NOT a working number”.  Marc got out of that relationship but at an additional cost of $450.

Most local small businesses I talk to acknowledge that establishing a solid local digital footprint is a process and takes time.  Yet so many continue to fall for the “Get Rich (or rankings) Quick” pitches.  Local search marketing is not so easy anymore, and it continues to get more difficult every day.  So when that unsolicited call comes in promising something that seems too good to be true, it is.

Instead, work with a local search consultant or agency.  Someone you can sit down with, strategize with, look into their eyes and hold them accountable.  Just like you want your customers to deal with you.

Google Home Service Ads Program Expanding

As reported recently by Joy Hawkins on Search Engine Land, Google is expanding it’s Home Services Ads (HSA) program.  This “incubation” program was test launched in the San Francisco Bay Area earlier this year.  In October it was expanded into the Sacramento and San Diego markets where it went live on November 10th.


We were contacted this week by a client who has a large plumbing business in Orange County, CA.  He forwarded to me an email received from Google (yes, it was really Google) inviting him to apply for the program.  As we have provided local SEO and search marketing services to this client for several years we have earned a degree of trust from them and they have come to rely upon us to guide them along the digital marketing pathway.  Thinking the email received may be another scam by yet another nefarious company claiming to be Google, but not, they asked me to look into it.

The email states that Google is expanding this program into the Los Angeles market.  Though his business is not in either the city or county of LA, Orange County is considered part of the “greater metro area” (somewhat to the dismay of OC Locals).  It also stated that the intention of the program is “to eliminate the fraudulent home service providers on AdWords“.  Contact information from the Googler was provided so we placed a call into her.

The Googler, “Sara”, confirmed that they are indeed expanding the program into the greater LA metro market (LA, Orange and San Bernardino counties) and asking select companies to participate based upon their positive online reputation.  Although I have been on this client for a long time to procure more customer reviews on their Google My Business page (which, as we know, has proven to improve their local search rankings on Google), they only have a handful.  On Yelp, however, they have several dozen and a 4.5 star rating.  Sara confirmed that they qualify home service providers via online reviews from several sources aside from Google, including Yelp.

Google is vetting plumbers and other home service providers in the LA area now.  Applicants are briefed on the application process over the phone, and if they choose to proceed they must agree to submit all of their customer-facing employees to a thorough background check conducted by the Pinkerton Investigative Services.  At this time, the background check is at no charge to the business though no promises as to whether this will continue indefinitely.

How far and how fast is the HSA program expected to spread?  They expect the program to go live in the LA Metro area on January 31st and other West Coast cities over the months ahead.  Google hopes to have the HSA program nationwide by the end of 2017.

What is the future of the local organic “3-Pack”?  Sara claims that the 3-Pack will remain (though I’ve been told by other Googlers it will not) and that a HSA business could conceivably appear on the first page of SERPs in both the HSA portion at the top of page as well as the local organic 3-Pack below it which is not what I’m seeing taking place in markets where HSA is in effect.

The ad platform that is supporting the HSA program is AdWords Express only.  We are a Google Certified AdWords Partner, but not a big fan of the Express program however.  Sara explained that since Express is “so easy to use that any small business person can easily manage their campaigns on it”, it’s the natural platform for this program.  Uh huh.

Isn’t that precisely what Google has said about Places/Google+/Google My Business listings, and while most small businesses may have found them easy to create their listing on them, they typically have found it far more difficult to optimize and manage them effectively by themselves.  As an independent local search consultant and agency, can (949) Local help HSA clients effectively manager their ads on this platform?   No, there is no accommodation at this time for “third parties” within the HSA program.

Will Google ever “get” local small business?  While they are great at turning wrenches, pounding boards, etc., the small business people typically are not great marketers.  And the successful ones know this and outsource this function to experts with the knowledge and expertise to help them maximize their return on their marketing investment. They also recognize that they do not possess the technical skills to grapple with online marketing, and don’t have the time or inclination to learn.  They have jobs to complete and businesses to run.

One thing that Google does seem to get, and want, is the local small business marketing budgets.


You May Not Need A “Mobile Friendly” Website…yet.

Every time “mobile friendly” websites is mentioned among local business owners, I sense a very un-friendly attitude.  Or perhaps it is the look of confusion, frustration or the fear that they will have to invest in another website ! ?  Hey, we get it.  The website we created in the “good ‘ol days” displayed great on a desktop monitor.  Then smartphones and tablets arrived and we were told we need a new and/or improved website to accommodate them.  More time. More hassle.  More Money!

For local businesses, maybe not.  We took a critical view of our several dozen clients and asked, “Given the type of businesses these are, where would we expect users to be when they searched for them?”.  In nearly every case we concluded that the home or office was the most likely location and therefore their search would most likely done on their good ol’ fashioned desktop computer.

Eschewing the present drive toward mobile devices and mobile search, our position clearly runs counter to popular opinion.  After all, look at the facts.

In 2013, Neustar/Localeze published their annual “Local Search Usage Study”
conducted by comScore.  In it, they reported local search was the #1 application used on mobile devices resulting in 85 million searches, a 26% increase in just the previous ten months.  Wow!  Those are big numbers and used by website designers to convince small businesses that they need to part with a bunch of money to meet these potential customers.  Or do they?

They have just released their 2014 edition and the mobile friendly numbers continue to look impressive.  4 of 5 searches on mobile devices end in a purchase.  27% of mobile searches are to find a location.  A whopping 30% of all local searches on mobile devices were for restaurants.

However, the main point that Neustar/Localeze is promoting this year is that user’s local search habits are becoming more sophisticated as they use multiple devices to search for local goods and services.  They also report that 85% of local searches on Google, Bing and Yahoo originate from a desktop or laptop computer.  Further, 64% of desktop/laptop users are satisfied with their user experience vs. just 50% satisfaction rate among mobile users.

Back to our clients which include dentists, accountants, plumbers, exterminators, automotive services, printers, realtors, etc.  Who, we asked, is going to search for any of these services while waiting for their latte’ at Starbucks?  The services these clients provide are not trivial.  The search for a qualified provider requires some concentration involving comparisons between locations, online reviews, etc.  There is some work involved here.

So, we conclude, that users will most likely initiate their search for these types of local services on their home or office computer.  Then, when the homework is done, they use their smart phone to go “old school”.  They call them.