Vanaski: 'A race for top billing' in fight over consumer business reviews on Internet
Almost everything I've acquired in the last few years has come after reading a lot of Internet reviews. Considering how many people also review items, it's safe to say most of us rely on feedback from other consumers before making our own decisions.
When I found out there was a company that promises to help businesses clear bad reviews from search engines, it was like a personal insult.
After a particularly bad run-in with a mechanic who not only failed to diagnose and repair the problems with my car but billed me as though he did, I plastered the Internet with negative reviews. Yes, I did it because I was mad. It was also my way of letting people know to stay away from him.
Turns out, his business was more adept at Internet defense than fixing cars. His secretary began responding to my reviews by saying it was my fault for owning a 1990 Volvo because it was a pain in the axle. Other mechanics had said working on Volvos of that age could be problematic, but they didn't take my money and then return the car saying it was fixed.
Why shouldn't consumers get both sides to a story when money is on the line?
I called Mike Zammuto, president of Philadelphia-based Brand.com, who estimates he has a few thousand clients who pay his business to “Clear Negatives. Enhance Positives.”
He said that's done partly by seeking out libelous comments made by reviewers and to let search engines know there might be legal ramifications for keeping them online.
Brand.com also acts as a public relations firm in some cases, pitching stories to news organizations and blogs and offering up their clients as a source. Then, if a story about the business goes online, it pushes the negative reviews down in a Google search based on the most recent reference. Zammuto said about 95 percent of people who do online searches don't go past the first page of results, so those older, negative reviews might not be seen.
That feels kinda sneaky, doesn't it? Zammuto said he sees it a different way.
“It's like a race for the top billing” on search engines, he said. He contends 25 percent of online reviews are false, and he especially takes issue with sites such as Yelp.com, which he said doesn't vet reviewers.
“User-generated content sites could be good if it could validate negative claims,” Zammuto said. Businesses have no recourse if the allegations are not true, or if a reviewer is targeting the wrong business, he added.
Zammuto sees what he does as a chance for business owners to take control of their online narrative.
“If you don't tell your story, you don't want to leave it to strangers to do it,” he said.
Especially if you've got something to hide?
Show commenting policy
TribLive commenting policy
You are solely responsible for your comments and by using TribLive.com you agree to our Terms of Service.
We moderate comments. Our goal is to provide substantive commentary for a general readership. By screening submissions, we provide a space where readers can share intelligent and informed commentary that enhances the quality of our news and information.
While most comments will be posted if they are on-topic and not abusive, moderating decisions are subjective. We will make them as carefully and consistently as we can. Because of the volume of reader comments, we cannot review individual moderation decisions with readers.
We value thoughtful comments representing a range of views that make their point quickly and politely. We make an effort to protect discussions from repeated comments either by the same reader or different readers.
We follow the same standards for taste as the daily newspaper. A few things we won't tolerate: personal attacks, obscenity, vulgarity, profanity (including expletives and letters followed by dashes), commercial promotion, impersonations, incoherence, proselytizing and SHOUTING. Don't include URLs to Web sites.
We do not edit comments. They are either approved or deleted. We reserve the right to edit a comment that is quoted or excerpted in an article. In this case, we may fix spelling and punctuation.
We welcome strong opinions and criticism of our work, but we don't want comments to become bogged down with discussions of our policies and we will moderate accordingly.
We appreciate it when readers and people quoted in articles or blog posts point out errors of fact or emphasis and will investigate all assertions. But these suggestions should be sent via e-mail. To avoid distracting other readers, we won't publish comments that suggest a correction. Instead, corrections will be made in a blog post or in an article.
- Penguins notebook: Lovejoy says individual play is problematic
- Greensburg high school roundup: No. 4 Hempfield baseball routs Norwin
- Mars’ Rinaman sprints to 2 gold medals at host invitational
- Magma chamber spied under Yellowstone volcano
- Western Pa. May markets, plant sellers ready to spring into action
- First Amendment experts decry Plum authorities’ warning to students
- Lexus sport coupe has youthful appeal, power
- Armenia commemorates massacre
- Kings Family Restaurants sold to California firm
- NFL Draft preview: Safety crop offers no sure-fire stars
- Terrorists planned attack on Vatican, officials say