Google AdWords Rep Too Honest In Forums?

Jan 25, 2012 • 8:37 am | comments (10) by twitter Google+ | Filed Under Google AdWords
 

Google Scolding AdvertiserIt is rare to see Googlers really speak their minds in a forum post but sometimes they do and you get to appreciate it.

A Google AdWords Help thread has one AdWords representative giving a bit too much honest feedback to an advertiser.

The issue here is that the advertiser is already upset he was banned from using AdWords due to a violation. So keeping that in mind, offering advice on how ugly his site is, probably isn't something the advertiser wants to hear.

The rep said:

For what it's worth, your site doesn't look good to me. It's visually unappealing (like it came through a time warp from the late '90s :-), has several pages with no content yet, a forum with almost no posts, etc. I'd probably hit the back button pretty quickly if I had clicked an ad that took me to it. But I don't see any actual policy violations at first glance. As far as I know, the "Yuck, hit the back button!" factor should be handled by low quality scores, not disapprovals.

That is some harsh but good advice. How does the advertiser respond?

As for your opinion on the design... I didn't ask. So, I don't understand the point of all writing that whole paragraph as if someone actually cared about your opinion.

Ouch! But honestly, he does have a point.

Googlers are human and answer angry customers all day can get to you. But was this rep's advice overboard?

Forum discussion at Google AdWords Help.

Image credit to ShutterStock for scared guy image.

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Comments:

Ryan

01/25/2012 05:00 pm

Inappropriate. He didn't ask for their design feedback. He is simply trying to uncover if there was a policy violation that caused him to get banned.

Shoutpedia

01/25/2012 05:01 pm

No it wasn't overboard, what I think. The advertiser should have at least something to show his visitors.

Emilio

01/25/2012 05:10 pm

Honestly the advice provided to the advertiser was more of a wake up call! I believe that the Adwords reps was attempting to get a point across. Google is all about relevancy and if any site is not complete or for this matter if the landing page one is taken to is a blank page, well I hope this message gets across. I don't think the AdWords Rep was attempting to be harsh, he was taking the perspective of an individual doing a search, we all know how frustrating it could be to be shown a page that has nothing to do with the type of search query one is doing, this is what the Adwords rep implied. Obviously a good heads up on the fact that the advertiser should go back to their development team and push for a more completed website.

Ryan

01/25/2012 05:46 pm

Sure but if your site is crummy, then you'll have horrible conversion rates. The problem will sort itself out and doesn't require the uninvited design critique of a Google employee nor does it require that the advertiser get banned from AdWords. He'll find out soon-enough that his site isn't converting and will either pump up his Max CPC or drop out of AdWords. Let the free market deal with this guy's ignorance, not an iron fist.

David Iwanow

01/25/2012 11:57 pm

Ah I think certainly harsh but maybe a welcome call he needed to hear... but a better final line to the Google response would be that I will get the team to review the site since it appears to have no violations but you need to address this issues. The Google rep could have been a little less direct, but then immediately offer a actionable step that you will flag it to be reconsidered on your end... If you notice the rep did apologise about her initial response, i mean shit we are all human and following some of his other followup comments he was obviously doing something sketchy as his site appears to be blank because he removed content.  So it's a little dishonest on his part getting so worked up over it, and his site does have a heap of blank pages and place holders. He claims he has no idea but also has another site that gets over 6,000,000 unique "HITS" per month... it appears that he skates very close to the line of violation and now just trying to get a clear insight on how far he can push that and because he has sought legal advice he is trying to get them to respond publically about it.

Jon Loomer

01/26/2012 12:42 am

Just because the advice was unsolicited doesn't mean it wasn't helpful. The advertiser could have gone through life thinking his site was just fine. The truth is that the crappiness of his site will affect the effectiveness of advertising. So he needs to know that. Sometimes you hate to hear it... but you'll be better for it!

David Rothwell

01/26/2012 10:20 am

Advertiser needs to know so he can make decisions based on all the facts. I reject client advertisers unless their site has a half way decent chance of working. Otherwise their money is down the drain and I get the blame when "AdWords doesn't work" (because it does - it just doesn't work for him, and that's his fault, not mine). And coming from G themselves whose advertising platform you are renting, any info like this has to be taken as useful to you even if you don't like it.

Paul Maddock

01/26/2012 11:50 am

While slightly too informal for my liking, I think it's perfectly fine. I really appreciate it when I get some personality through from support, I feel it means they're actually connected with my enquiry. As for unwanted feedback; this is the internet. 

Rob Abdul

01/26/2012 12:16 pm

Honesty is the best policy!

dw

01/27/2012 01:05 pm

No one likes to admit they have an ugly baby. The problem with free advice is that its rarely appreciated, even coming from from a professional who can help increase results. Considering he had been previously banned from Google, it might be prudent to understand how to avoid failure and wasting ad dollars, as well as people's time with poor content . While the critique was a bit too casual and personal, it was probably correct.

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