"Strange goings-on with Merchant Circle Merchant Circle logoLet me tell you a story about a brief-but-strange part of my day today…. At about 4:30 pm, Kim from our front office (at OWT) came back to my office to tell me about a strange voicemail we’d just received. I was busy reading through my Bloglines, but my ears perked up when she explained that the voicemail was a pre-recorded message explaining that someone had just posted a negative review about us on Merchant Circle. Kim assumed it was some kind of crank call; she’d never heard of Merchant Circle before. I think she was surprised by my interest and the questions I asked her about the call. I told her Merchant Circle was a legitimate company / web site, and that they offer marketing opportunities for small businesses in the local search niche. (Not in those exact words, mind you.) :) So, we went to the MC web site and checked the two OWT listings, but neither had any negative reviews (and they still don’t). End of story, we figured. Must’ve been a mistake. I went back to Bloglines, and less than a minute later stumbled on Peter Krasilovsky’s post today, I Smell a Rat: Fake ‘Complaints’ Re Merchant Circle. Bizarre coincidence, n’est-ce pas? If I’m reading Peter’s post correctly, he’s getting a lot of complaints about this automatic notification phone call that Merchant Circle makes when a review is posted … but he thinks the complaints are fake. On the other hand, our experience today — a phone notification but no actual reviews — seemed to be a fake. So, what’s this all about? I know someone (or some people) from Merchant Circle has read Small Business SEM in the past (because I had to delete a couple blog comments that were too heavy on the advertising). If anyone from MC is still reading, I would love to know what’s going on here with the phone alerts, the complaints, etc." "Merchant Full Circle Earlier today an odd thing started to happen - new comments started pouring in on amonths old postI wrote onMerchantCircle, a local business search play. Apparently today the company started automatically calling merchants in its listings database, and what MerchantCircle had to say really upset any number of business owners. Apparently in the call MerchantCircle informed the business owners of their relative rankings and reputation in the system, regardless of whether or not the news was good. As one might expect, if your entire livelihood is in your small business, and an automated system leaves you a voicemail telling you that there is an "unfavorable review" of your livelihood, why, you take that personally. So what do you do? Well, you fire up Google anddo a search for "Merchantcircle," of course. After all, you want to know what is up with this company, which you've never heard of, and Google is always your first stop. And who has the third link on Google, and the first non MerchantCircle related link? Yup, Searchblog. You read my (not very deep) thoughts on the company, and then notice there is a comments section. AHA! A chance to take action is born, and action is taken. As more and more comments pile on, the site author (that'd be me) takes notice, and I sent an email to Ben Smith, the CEO, alerting him to the issue. Ben has responded that he's on it. What I love about this story is how search becomes the connective tissue between cause and action, conversational stitching in real time. Magic.
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