Ep. 242: Meet the Pros: Reviews & Ramen with Issacah Houston

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Welcome back to Walkins Welcome. So I get to continue this series on with Meet the Pros. I've done a few now. Now I have Izzi on here. Hello. Or Isaka. Yes. Do you go by Izzi or Issacah? Izzi most of the time. Most the time. Only certain people Issa, like your parents, maybe. Yeah, my parents do. My friends do sometimes. It's just either or. Yeah. It's just I'm I usually introduce myself as Izzi. People ask a lot of questions about Issacah.

 

Yeah, I made your email Issacah and nobody realizes that. Like, what's her we don't have an email? It's like, yes, it's Issacah. Yeah. Her legal name. Yeah. A lot of people just say Isaac and and take it. okay. That's fine. Run away with it. So I I introduce myself as Izzi a I love it. So we have Izzi on today. She's she's in the SEO world. You've been in the SEO world for a couple of years. Now, before I get into that, I have to ask that question that we always ask of our guests. But what is one thing about you that nobody knows?

 

I don't know that it's really a secret, but I am a cozy connoisseur. Cozy connoisseur. Yes. I do love a cozy blanket, a fuzzy sock, a nice fort, like a soft pillow. A nice I I really enjoy a a cozy setup. I have a blanket at my desk, like I'm a cozy gal. You are. I mean, I think you're maybe one of the first ones we bought a heated blanket for, possibly. Yeah. I run cold. You run cold. You do run cold. I'm anemic. Maybe that's something people don't know. That's true.

 

Going off health information on this podcast. It's all good. But awesome. Well, so is you've been with us for a couple of years now. Like you started as an intern with us, then moved into different positions, and here you are. but before you came here, you actually you're originally from Ohio. I am. But we're here in Birmingham. How did that connection even start? Like how'd you go from Ohio down to Alabama? Well, I was in Ohio till halfway through high school. So I did two years in Ohio and then two years here.

 

Because my dad got a new job. So then we moved to Montgomery, Alabama. And then I just kinda stayed because my mom was a vet. So the setup for me was pretty good if I stayed and went to college in Alabama. So yeah, absolutely. Stayed and went to college in Alabama and I got an internship here. So I've I've just been here. Yeah, we you know, we we brought you on intern wise was the same time as Alyssa as well. Yeah, y'all came

 

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As a pair. Yeah. Yeah. We applied together. And y'all didn't know it, right? Yeah. We no, we we applied together at the same office, like in the career center. And then we were like, should we do both? And we just we swap. So both of us applied to both positions. We're like, fingers crossed, at least we'll like if we don't get this one, we'll get the other one. Yeah. So we'll just we'll swap. Nice. And here you are. And you know, you've seen us transition from any and er every type of client to mostly urgent care now. You've seen a lot. Yeah.

 

And I'm I'm curious. I know there's something we'll talk about review-wise in a bit, but I'm curious from your standpoint, are there some misconceptions that like urgent cares have regarding Google in general or SEO in general? Like, is there like, well, can't we just do this one thing? Like, well, yeah, but no. Yeah. Well, I think I get a lot of different inquiries where they think that things are more customizable than they are. Okay. Like.

 

For instance, some people think we can change the look of the knowledge panel on Google on your Google Business profile. Yeah, or like you could change the button. It'll be like, Well, can we make it red? And it's like, Google can make it red. I can't make it red. And there's certain misconceptions about like where you can add links. If we can move this link up on my Google business profile, and like I I can't change the way the link is displayed. I can't move your b booking link.

 

A lot of people aren't aware that customers can add pictures to your Google business profile and they'll populate into your Google business profile, which is what another reason why it's important to respond to reviews. and yeah, I think that's those are the big ones at least that are top of mind. I get a lot of customization questions, like can we just move this? And I'm like, I can you know, I can't.

 

That's so fascinating. I mean, I guess for most people, if they're not in it every day, like, hey, we're playing in Google's backyard. Yeah. Like this is Google's choice. We're just feeding a system. We can't dictate the system. Yeah. That's so funny. I had no idea that people were asking that. Yeah. They'll they're really want to customize them. I wish I could, but I can't change the way it looks. and the maps. People do ask about the map display and the picture that pops up when people search on Google Maps, but from

 

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the maps side, like when you can move up and down the street. Like, can you just edit the way that this looks? Like, actually I can't. Like a Google car has to go down the street and it's just it's there's people in the photo. There's cars. The stuff is blurred. Like I can't change how your business pops up from that perspective. We can upload photos, but we can't we can't change the map, like the interactive display. That's so funny, because I know like we have a client that their location used to be a Mexican restaurant. Mm-hmm.

 

And then it became like a closed down Mexican restaurant on Google. It's like, sorry, we can't fix that. Lump to. Yeah. I can ask them, I could be like, hey, you should send another car out there, but if they're like, No, no, I can't make them do it. No, not at all. So okay. And then I'm curious. So when we bring on an account and you know, you're having to go look at their business profile and you're having to go look at their website, you're you know, diagnosing like, where do I start? Are there some common themes of like

 

Why haven't you done this client? This is so easy. Or why did you do that? Yes. Yeah. What kind of common themes do you think you see out there? I see people in the wrong category pretty often. Well, Google does that too, right? Like it auto-suggests categories. It can suggest them, but Google doesn't normally install, like actually activate those categories for you. If you put your primary category for what your business does as urgent care.

 

And then all of your secondary categories are anything that is registered in Google that has anything to do with medicine. Yeah. That's not a good thing. it's confusing. I think sometimes doctors have the perspective that they should identify their business with all of their certifications instead of what the business serves as. Yeah, yeah. You know, like if they're urgent care service, you're an urgent care service.

 

You shouldn't put emergency care physician on your Google business profile as well. Even if you are technically qualified as an emergency care physician, your clinic is not equipped with the setup to actually do emergency care. So it gets to a point where if people are popping up and like searching for your business and you're coming up under emergency care, if people are looking for some sort of emergency care and you come up and they come to your business, it's dangerous.

 

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Because you don't have the equipment or the staffing to support emergency situations that that person might be encountering. So I think it can it can lead people down the wrong path and it can actually come back to you pretty hard because that's a that's a difficult situation to navigate. You're already dealing with sick people, but now you're dealing with a sick person who might have a heart attack and they think they can get their heart attack treated for you, but they should have called nine one one. Yeah. Yeah. I'm about to say if you're an urgent care that has the phone thing that says,

 

If this is emergency, please hang up and go down 911. You should not list as a service in your business program. Urgent cares in general, I remove emergency care anything from their category because you're just not, even if you have served in an emergency room, you're not an emergency room and you can't provide those services that an emergency room will actually provide. Like you're not a a full scale hospital. There might be surgeries and stuff involved that you you can't handle at your clinic. Not that you are unable to handle it, but you're

 

Your clinic isn't set up to handle those emergency situations. You know, I've noticed recently, I don't know if we have a client fully that does I think we have one client in Texas that kind of does this, or they have a sister ER. but I've noticed in Texas that there are now urgent cares that do emergency room as well. Like there are both. And then they say we can bill your insurance differently, like in an advantage way. So I I'm wondering if that's gonna become a trend over time where this urgent care.

 

Is now an emergency urgent care. Yeah. 'cause like I said, I see it in Texas. I don't really see it much else. I feel like Texas and California are always on the forefront of medical. Huge states. Yeah. Huge states. Big states. As the World Cup people have discovered. Yes. Massive. Yes. I've I've very much enjoyed that content recently. it's fantastic. if you're an emergency care physician and you actually have an emergency care setup, I'm all for it. But

 

The majority of urgent cares just don't. So I think it's it's much better to avoid that. There's also specific categories that are they are medical, but they'll refer to more like postmortem. Like this is you're actually, you know, this is for once they've passed, not not people actively seeking care to live tomorrow. So it's it's different. Like people people will search medicine and then they'll they'll type in every single med.

 

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medical clinic related category just to show that they're able to do all these things. And technically you are, but it's important to remember that there's nuance to all of these categories and that there's lots of medical based businesses that this could be referring to. You need to do your proper resource research before you identify yourself with a specific category, especially when it comes to things that could be dangerous like displaying emergency care. Yeah, absolutely.

 

But I think if you could sum it up, it would be simply list on Google what you actually do. Don't fudge it. Yeah. and be honest and make sure you have content related to it. Yeah. So we can connect the dots. And because whether we like it or not, Google wants the search results to be exactly what the person was searching for. Yes. And if it's a bad it's it's like in Google Ads, like when we have somebody searching for like flu, we want them to show up for flu stuff. They know it the flu's page, and then boom, they're going getting up.

 

Appointment related to flu. Like it just it seems so simple in concept, but people just struggle because they're also like the old school way of all just keyword stuff. Well, in this scenario, all just category stuff. Yeah. And then you show up for everything and then Google's like, I don't know who you really are. Yeah. But I think I do. Yeah. So it's just a whole thing. Yeah. Well, before we move into the the review side of it, I want to just change it back to personal just for a second. So you are a soup person. I am a soup person.

 

And I remember learning that about because I remember one time I bought you some specialty soup once. And like that was a good buy. I don't remember what soup I bought. Broccoli cheddar. Okay. That's been years. I know which one it was. I brought some today. fantastic. All right. So the question is, is broccoli cheddar your favorite? It's so hard to say a favorite when there's such a realm of soup. There's so many options and there's just so much good broth in the world. Wait, do you like ramen? Yes.

 

Is that a soup to you? Yeah. It's a noodle soup. It's like a noodle soup. pho. Phu is great. It's one of my I like pho more than ramen. Okay. have you been to the the honeycomb ramen? Yes, the it's like cura cura ramen. Yeah, it's really good. Yeah. I sat in one of the honeycombs. We too, just for the vibe. It was cute. But there's so many different soups from so many different cultures.

 

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And anytime anyone presents soup, I'm gonna eat it. So it's hard to pick a favorite. Wait, is there one you'll never eat again? honestly, hot take. I don't really like Italian wedding soup. Italian wedding soup. Now that's like the Olive Garden soup. I haven't been to Olive Garden in years. But I guess our Tuscany soup. Yeah, I mean something something related to that. And it's not even I don't eat beef or pork. I'm trying to reintegrate beef in my diet, but I don't eat pork. So sometimes when soup has a lot of sausage in it, I don't

 

I'm not I Sean might know because it's got the big piece of kale. Yeah, and it's it's like got little tiny noodles or something. Yeah. Yeah, yeah. And I tried and I was like, Mm. So you don't like that? I wouldn't vibing with it. It's been a while. It's a soup I kinda avoid. So maybe my taste buds have changed and somebody can can make it better. Maybe. But that's the one I think it's a big no for that. So what what is your favorite soup you think? Or your go to, like no matter what, I'm I'm gonna have a good time with this soup. I can always do

 

A noodle soup like a like pho. I can always have pho. And I really like the like a cream of chicken wild rice soup. Yeah, yeah. That's really good. I love a tomato soup. I like French onion soup.

 

Yeah. Okay. Now are you a soup only or do you want bread beside it? I want bread. I want a full experience. Okay. Cause you know, like s and a and a big part of this is a nice spoon.

 

A spoon makes a difference. Do you want a wooden spoon or a metal spoon? I want a metal spoon. Like a but a soup spoon. Yeah, but a soup spoon. And I need it to be like a certain level of wide and like circular. Yeah. If that makes sense. Because I mean I need I also need like a scoop. It's gotta have it holds it well. Yeah, it's gotta have a little depth. It can't be too shallow. It also can't be too skinny. Cause then it gives medicine spoon instead of soup spoon. I love the detail. Yeah, and and I like to have a heavier handle.

 

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But like and it's kinda wide and it's really skinny spoon. I don't have arthritis. I don't want to squeeze my handle. Like Yeah. It's like finding a good pen. Yeah, exact this. Do you have a dedicated soup spoon? I do. I'm learning. I do. Alyssa also bought me one for Christmas and my birthday one yeah and I lost it and that was devastating. I've been talking about it for months and months and months. And now I gotta ask Alyssa where she got it. Yeah, she she bought it off Etsy and I lost it in

 

My previous apartment, I think right before I moved, I was like, I can't find it. And it just drove me nuts. She got it customized and everything was super cute. And I was devastated about it. But I did buy a pack of spoons, like soup spoon specifically. So funny. So for me, like soup wise, and then we'll move on. But I love the enthusiasm behind it. So for me, I am like I'll I'll do a soup here and there. I will always do a Panera bread bowl. Yes.

 

I always do that. Like if that's an option, like tomato bisque and a bread bowl, like that's good stuff to me. Now, have you ever watched Seinfeld? Okay. So I I'm old now, but 90s Seinfeld, there is an episode, excuse the word here, called The Soup Nazi. Mm-hmm. And it's about a soup restaurant and how he's controlling the whole line and everything. wow. For a soup person, you may want to go watch it. Yeah. It's worth the watch. It's on Netflix. I'm intrigued. Yeah, exactly. But anyway, moving on from soup.

 

Coming back to the world of SEO, which I love this, this is the best part with Meet the Pros. Let's just learn, right? All right. When it comes to, we talked a lot about business profile, but we didn't go into depth about reviews. And I think what's interesting about reviews in the urgent care space, they get thousands. Yeah. Like most traditionally, like if you're a home service or really anything else, except for like amusement parks or things like that, anything else, if you got more than 50 reviews, you're doing great.

 

In urgent care space, if you don't have like a thousand reviews, you're barely scratching the surface. Yeah. And so, but let's talk about that because there's good and bad to reviewing and it's not a set and forget mindset. Like there's a whole thing behind it. So talk about that. I would say a really important aspect of reviews is just a response. I think a lot of times when there's a low response rate, people have kind of lost the focus because

 

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In my mind, as an urgent care, you are a pillar in your community. Yeah. That is something that should always be at the forefront of your business. And a huge part of being that pillar is being able to respond and give good information to the community that you're serving. I think a lot of negative reviews that could be well maintained or just mediated really well would change the dynamic of how your community views you.

 

So leaving those with zero response and only responding to positive things, that's a really bad look. It puts a bad taste in a lot of people's mouths because some people have very valid concerns and accusations that are very harmful that would keep future people from ever coming to you just because of what one person said. And most people read reviews first. I do it. When I was looking for a sort by

 

I do newest and then I also do worse. Yes. I I go and I see what's the like what's the bad thing and that happens here? Like what is is are they gonna listen to me? Because that's a concern for a lot of people. I have a chronic illness. So when I'm searching for doctors, I'm searching for the negative reviews. I wanna see if people are saying, I didn't like the front desk, or if they're saying that doctor doesn't listen to me. Yeah. Cause that's a there's a huge difference. No bedside matter. Yeah, like.

 

The front desk issue is a problem because nobody wants to deal with that anyway. But it it's a bigger problem to me as a consumer to walk in and be not confident that the doctor is gonna listen to me. Yeah. So if people are saying stuff like that, I think it's really important to address it. Yeah, I mean, especially because I've seen some like I've seen not just urgent cares, but like restaurants and stuff where, well, they have an average of like a 3.5. That's not that good. I go look at, well, the last.

 

Six months have been really good. And then you can see like, the bad ones was like years ago. Yeah. And then they haven't been responding to the good ones either. And so you have this like this weird spot where you're you're trying to catch up with the average. And I think that's one of the challenges because we always talk about, you know, people are all about giving a bad review. And then you got to beg for that good review. And and then people are like, Well, I don't want to ask everyone's like if you you don't know if they really had a good experience or not. Like obviously if they're like yelling at you on the way out, yeah, I probably wouldn't ask for that review. Yeah.

 

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But beyond that, ask for it because it's also gonna tell you as a clinic, where are we messing up on? Is that provider that maybe a rock star doctor, but just as terrible when dealing with the actual patient? Yeah. Is that a good idea? You know, stuff like that. It shows a lot of gaps in the business. Yeah. If you really listen to negative reviews. Cause sometimes people don't even get the chance to see the doctor because their experience of the frost desk is so bad. Yeah. And they're telling everybody, don't go here because they're not even going to book you.

 

They're not gonna treat your kids right. They're gonna talk behind your back. Yeah, they lie or they giggle at the front desk or you know, billing is weird, or so on and so forth. People have a lot of legitimate concerns and they never even get to see the doctor. Yeah. So you you have to mediate some issues in your business because you see the problem in the reviews. Yeah. You know? And sometimes you don't have you you may not see that until somebody says it. A client comes in and is like, I couldn't even get treated because it was treated so

 

Poorly at the front desk that I'd rather go sit in the emergency room. I've seen that in reviews. Yeah. And that review did not get a response. No. That is something so important that you could definitely respond to. Emergency room versus urgent care. Most people are going to want to go to the urgent care because you have shorter wait times. There's a lot of benefits. And you're not surrounded by people being like gunshot by Yeah, okay. Yeah. And it's it's it's lower danger. Lus trauma. The the scale is different of emergency room versus urgent care. And some people have left their urgent care.

 

And the experience was so bad that when they leave the review, they're like, I left and I just went to the hospital. Like I went sat in the emergency room for hours because of how bad that experience was at the front desk for that urgent care. That's sad. Yeah. Yeah. And I've I've seen it on two. Yeah. Two different occasions. Not a lot, of course, where people are yeah. And then of course we have you know, urgent care competition keeps getting higher and higher. So they're just gonna go to the neighboring urgent care and try that try there instead.

 

just see then get it done. So let's talk. So the responding to the negative reviews, is there's just some key things that you would suggest to an urgent care owner. Because chances are it's the owner or maybe the manager, they're getting negative reviews like it's a big complaint about something. I, you know, I know on the on the outside saying don't identify what their issue was in the review because that's breaking HIPAA at that point. Don't argue with them. I know that. And also because

 

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I think the part they do miss is there's a con it's a you get one chance to have a conversation on the review. It's not a back and forth. Yeah. And either one could edit their con their content. And so you have one chance to say something, but you don't want to, you know, accuse them. Mm-hmm. And then you want to have some type of resolution like you tried. So what in your eyes, like what's some like ideal responses or things that they should be leaning into on on negative reviews? For me

 

It goes back to the pillar in the community thing. You need to recognize that this could be a like retention problem. Yeah. You're providing a safe space for people to come and talk to you while they're sick. So when you respond to them, you need to be doing it from a place of compassion. Yeah. And you also need to meet them where they're at. You might know a lot of medical turns and all the technology to like technical things that go on and la-da-da. But

 

When you talk to someone who is just coming to be seen for one issue, you can't have this review that has this a lot of broad based medical terminology or anything like that. Like I've seen obviously they're not identifying the specific issue that each patient had, but they're giving a lot of very broad medical stuff, a lot of jargon that they're not gonna understand. And honestly, it can feel belittling when someone is reading that and they don't know what you're talking about.

 

So I would say keep compassion in mind and also keep it open. Provide a safe space and a comfortable space for them to feel like they can come back to you and talk to you. Because as soon as it turns around and they feel like that issue has been solved, they'll probably come back. And then because of the way that you solve this issue between the doctor and the patient, they're more likely to bring their family.

 

Or to bring their friend or if there's someone in town visiting, they're more likely to be like, Hey, like I went there one time and it didn't go that well, but they fixed it. Like they owned up to their mistake. They fixed it. They offered me a place to come back. They offered me a number, a phone call, an email, or something. Like they reached out, it was very personal. So I'd be mindful of your jargon, be personal and be passionate because this is a person who came to you and you know everything about them. They know nothing about you. Yeah.

 

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Well, and I I agree. I think there's more power in there's more power in cor helping correct a negative review than just getting a good review. I agree. now there's a line to that though, because less like you said, they made a mistake. They made the effort to correct the mistake. The patient recognized it and appreciated it, but maybe they didn't go back and update their review because of it, right?

 

So I do think there's a call to action there. If the urgent care was was proactive and the patient fully recognizes it, they should ask the pay, hey, could you go update your review and maybe not change it like what you have, but put maybe put update below and say, they took care of me. It was great. That would be helpful to us because we wanted to show the value, right? For sure. So, like from an outsider looking in, if I only see negative and they respond, but then

 

you know, I didn't see resolution either around it. Like th that's an opportunity. We even had that internally here. You may not know about this, but we had a a review come across from an old client and it was simply like there was a miscommunication where she wanted something and we didn't necessarily have it because she wasn't a client anymore, but she kind of thought we needed to provide it. And so anyway, so it got miscommunicated. I was able to talk to her and

 

And it's like, I'm basically like, you're right. This is an issue. Let's fix this right now. And we fixed it. And then I asked her, could you take that review off or change it? And she said, absolutely. And she did, because like I don't have the power to do that. I can report it. Google's not going to care. Yeah. Cause it's legit. Like it looks legitimate enough. but I made the call to action. Like, can you take care of it? And she said, Absolutely. So because I think when you like as a company give and say, We're going to take care of you, hey, can you do one thing for us? And then maybe they'll take care of that review too. Yeah.

 

I it's it's a lot of trust that you build by responding to something in owning up to your mistake and also just arming somebody with more information so that it doesn't happen again. And just being genuine about being sorry if you messed up. Or even if you didn't mess up, just be like, Hey, I understand why you're frustrated. This is a frustrating experience. Here's what we can do moving forward to decrease that frustration for you. Here's numbers you can reach out to. Here's a resource from us.

 

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So on and so forth, just becoming a like just being together. Yeah. Just being on the same page about something. Yeah. Just having an understanding. Be human. Yeah. Just talk to each other like people. Just treat your people like people and and you'll have a better response from future clients. In my opinion, I think some of the best rankings for Google Business Profile, the more active Google Business Profiles that we see are because everybody who comes in there.

 

They have such a good experience, they want to talk about it because it's so positive. And like in the medical community, sometimes it's hard to find a positive experience in medicine. Like it's really hard to work with a doctor who you actually like or to be greeted or walk in somewhere and not have that anxiety or that general frustration. Cause nowadays people have a general mistrust in medical professionals, period. Yeah. So if you become that trustworthy.

 

place to go and it's displayed in in that public format, more people are gonna come to you. And the reviews have played to me one of the biggest roles in it for your Google business profile is your is your reviews. Yeah. Cause you people might not even get to your website. They might book directly from your Google business profile. Google doesn't want you to go to your website. Yeah. Google wants you to stay on Google. Yeah. A lot of people aren't even visiting the website before they book for the first time or before they call.

 

Unless they're looking for something specific and they actually have an idea of what's going on. They might look at your pages or your service pages and it's good to have well structured stuff. Or who is the doctor then? And that's the type of stuff I look for. I think that's important too, to be able to say who the doctor is and see the doctor and be able to see your certifications and stuff and how that aligns with what issue that I think I have and how you guys are responding to people with issues that I have. So respond to your reviews.

 

And do so very thoroughly and just build trust with your community. I think people would see a really big impact and just showing up for your people locally because that's it. It's not like you're you're traveling anywhere. It's not like your business moves or you have seasons where you're open and you're not open. This is this is you 100% of the time. People can get sick anytime. There's also stuff that people get at urgent cares that just doesn't have to do with illness. Like it's just maintenance, routine maintenance.

 

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And when people send reviews about, you know, I just got my annual physical. You know, I just went to go get to go get a physical. I did something casual, like I got a S T D test, I got a physical, something little that doesn't mean you're necessarily sick. It's just your health check. And they speak positively of jump having that experience. Even something that little and a response from that can bring way more people into your business. But you have to talk to them. And I think sometimes doctors have a issue.

 

Talking to people in a way that they're it's it's easy to consume. Yeah, exactly. I there's just like I w I don't know, obviously I haven't been to medical school. You haven't been to medical school. And so like I don't know if there's like an element or a class in medical school that says how do you talk to patients in a very normal way and it makes them feel comfortable because it's part of the experience. It really is. now obviously when you're dealing with specialists and things like that

 

Okay, we talk over our head because I want you to be the smartest person in the room. Yeah. Yeah. You need to be the smartest person in the room, you know. Yeah. There's a time and place for all of that. And I think it's really important to recognize that when you're responding to people in a public way, it's also important to remember just because you feel a type of way about a negative review and you're responding.

 

The tone that you set in that negative review is the tone that everyone who doesn't know you sees. Yeah. And it could be hundreds. Yeah. Thousands. It and it could stop that one instance of you getting a little snippy. It's a human moment. Okay. But that one instance could turn hundreds of people away from ever going in the door and seeing you. Thousands of dollars could be gone. So do you think, and this will be the last bit of this, do you think AI responding is good or bad, or it it has its place? I think

 

No. I think I think in general I would not be pro AI responding. Maybe just for the five out of five stars that don't have anything. For anything that has depth, if that makes sense. Sure. You don't want the purely generic it felt like AI. Like AI responding is great for the five out of five stars that had great things. Excellent. Yeah.

 

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A plus. If they're not saying much, you can not say much. I think that's fine. Return. Yeah, kind of meet me meet them. Yes. Anything with depth, I would say no. Cause people are s giving you a a long response, a very thorough response. It took time for it. The good and the bad. And you're like, thank you. We'll see you next time. Thanks for great reviews. Yeah. And they're like, I left three stars. What's going on? Because then it comes off as snarky. So I think if you can customize it and you can be

 

Really more intentional with how your AI is responding, yes. But if you don't have somebody in place to be kind of managing that and looking at that, I've seen a lot of people with very obvious AI responses that did not look very good. And if there's nobody checking how it's responding or the amount of stars that it's responding to, I think it looks rude.

 

Sometimes it just comes off very like condescending. Or or shallow or hollow. It doesn't read well if you're not managing it well. So yes and no. Yeah. Yes, for really specific instances. But in general, I would say if you don't have anybody in in marketing, if you're doing this on your own, probably not. Just take the time. Just set some time. If even even if it's once every two weeks, just set some time aside and and go in there and read yourself. I've also seen some AI responses from

 

Other businesses break the hippah. Yeah. Be yeah. Actually, we did not give you this medication. We gave you this. Whoa. No. That is not the place. So it's it can be it can be finicky. I think if it's if they left a five star review with no words, let the AI respond. It doesn't matter. They didn't they didn't say anything.

 

It's not too bad. It's a response that's it's not it's not a deep review. But if they have an actual issue with you, I wouldn't let AI handle that problem. I would I would if you're gonna let AI handle the problem, it should be because you're prompting it and you're telling it. Yeah, you're you're correcting something you're saying. But I don't think you should just let AI go willy nilly, just yeah, free to the AI.

 

PCMP (32:48.014)

Well, I know a lot of AI review responders, they have an option to only respond to five star reviews. Yeah. And that's great because like you said, it there's a value in responding. Like that needs to happen. But the second it gets any depth to it or goes into that four, if there's a four star, something wasn't right. Mm-hmm. although I did see one recently like amazing service, blah, blah, blah, three stars. I've seen people go back and change their previous stars. Yeah.

 

Where their response, the the business has already responded, been like, Thanks. We're so glad you've had a positive experience. We love to see you back. And then they come back. Their response is from a year ago, but now the most recent review displays as if it was two days ago because they went back to their old review and changed it from five stars to two stars because they didn't like how their experience went. Yeah. Now it looks really snarky because you pa you responded with those paragraphs talking about, Yeah, thanks so much. And the review is negative.

 

So it's I think it's all about having somebody at least lay eyes on it. You need human somewhere to do a little bit of something in case situations like that happen. So you can respond accordingly, like just mediate. Love it. Well, all right. So we're coming toward the end right here. So I mean we kinda went through the gambit of the importance of business profile. Like one, don't categorize every like I'm a category of everything. Yeah. You're not, you know, things like that. content does matter.

 

Responding to reviews no matter what matters and be thoughtful behind it ultimately. Don't just throw it out there and just say, good enough. or be snarky, as you were saying. Yeah. Don't be snarky. But it's good to have those updates because it shows that you're you're consistent and that people are coming and that you're actually responding to the people who do show up. Yep. It's a good it's it's about trust building. I love it.

 

Yeah, try I mean building trust not only would because I think Google sees trust signals, right? And so I think it's just important to note, like, once again, like when you treat Google, treat it where how would a human that's never talked to you before want to see this? Like, how would you want to be perceived as? Because Google is your your digital brick and mortar. And like you put all that effort into that wonderful building or whatever. Well, you gotta do the same thing with our digital presence because they're gonna see that before they see your building. So anyway, all right, the last thing I want to ask.

 

PCMP (35:10.538)

Off completely off topic. Do you miss Ohio? Yeah. You do? Mm-hmm. What was your favorite part? What's your favorite part about Ohio? I like that it's not

 

PCMP (35:25.064)

Let me let me get the proper wood and it's very humid here. Humid. And every time I go outside in peak summer, I have to shower when I go back inside. A hundred percent agree. It's just it's it's a really sticky feeling in the air sometimes. And the stickiness is something that I have never craved in my life. It's it's not I don't like it. It's not good.

 

in Ohio it gets really hot still, but it's more of a dry heat, which has its downfalls too. But I miss the snow. I miss having winter. Here it's like winter is a a a sprinkle. Yeah. And it's more like fall. And then we have tornadoes. Yeah. And sometimes it snows in the fall in Ohio. Here, winter is like fall, and then the fourth season is just construction. So that's funny. Or allergy. It could have its own separate.

 

Season, allergy season. Allergy season, spring, summer, fall. And that's it. So it's kinda I I wish I had more More Ohio. Yeah. More experience of different weather patterns. But we are closer to the beach. That's really cool. that's true. There was only man made beaches, I guess. Ohio. Yeah. Well, I was very central at one point. but like up Cleveland, beautiful. You have the Great Lakes, but everywhere else you're not really getting any any

 

Any beaches, no not really any sandy places in the central Ohio. Pretty pretty landlocked. But here, you know, you can go to the lakes, you can go sit by a river, you can go to the beach. It's only a few hours away, and that's really nice. And it is warm. And when it fall hits here, it is nice because you can wear like shorts and a sweatshirt type fall, or just a long sleeve and and some white jeans or something. And for a good amount of time it's it's

 

Good weather for cute layering. I love it. I love the mindset there. Well, Izzi, thanks for coming on. Ishika, Izzi, thanks for coming on. I love having this Meet the Pro series. I love to learn. I love to learn about your soups. Yes. And and the fact that you had a very specific spoon that's no longer with you. Yeah. That's right. I love it. Well, Izzi, thanks for coming on today and we'll catch you guys on the next one. All right. Bye.

 

PCMP (37:46.201)

Cool.