Google recently rolled out an important update to its Local Services Ads (LSA) platform, focusing on streamlining and improving the disputing process. This update introduces two main changes that restoration and repair businesses need to be aware of: the shift from disputing to rating leads and the introduction of new lead statuses. These changes aim to enhance transparency and efficiency, helping businesses better manage their advertising investments.

Rating Instead of Disputing

In the past, businesses using LSA had the option to dispute leads they believed were invalid or not worth the cost. This process required you to gather evidence and wait for Google to review and resolve disputes. The new update replaces the disputing process with a more streamlined and proactive approach: rating leads.

Pros:

• Faster Process: Rating leads is quicker and less cumbersome than filing formal disputes, allowing you to manage lead quality more efficiently.
• Proactive Feedback: You can provide immediate feedback on lead quality, which can help improve future lead matching and overall ad performance.
• Simplified Management: By removing the need for disputes, you can focus more on managing your operations rather than dealing with lengthy administrative processes.

Cons:

• Limited Recourse: You may feel that rating leads doesn’t provide the same level of recourse as a formal dispute process, potentially leading to concerns about not being fully compensated for low-quality leads. The system doesn’t always work smoothly and in many cases you will need to create a support ticket to get a refund for unqualified leads like marketing or employment-related calls. 
• Reliance on Automated Systems: The effectiveness of this change depends heavily on Google’s ability to accurately assess and act on your ratings, which might not always align with your perspective.

How to Navigate the New Rating System:

In your ads dashboard, click through to the lead summary for any new lead you want to review. After listening to the call, click “Rate this lead” in the top right corner. The first question will be “How satisfied are you with the quality of this lead?”. Depending on what level of satisfaction you choose, a new list of options will appear. 

For Neither satisfied or dissatisfied you won’t get any further options, just this message. Click “Done” and make sure to update the lead as booked, completed, archive, as they move through your pipeline. 

For Very satisfied or Somewhat satisfied, you will see these options. Choose the best option and the click “Done”. Make sure to update the lead as booked, completed, archive, as they move through your pipeline.

For Somewhat dissatisfied or Very dissatisfied, you will see these options:

If you choose Somewhat dissatisfied or Very dissatisfied, choose the option that best describes why the lead is unqualified and if the reason is “other”, provide as much detail as possible. If the low rating is accepted, you will see a message that says “Thank you for your feedback!” and receive a credit back to your account. If the system does not credit you back, you will need wait 72 hours and call Google Support in order to get a refund.

New Lead Statuses: Credited and In Review

Another significant update to the LSA platform is the introduction of new lead statuses: Credited and In Review. These statuses provide more clarity and transparency regarding the resolution of lead-related issues.

• Credited: If you rate a lead as unqualified or low-quality, and Google agrees after reviewing your feedback, the lead status may be updated to "Credited." This means you’ll receive a credit for the lead next month, effectively reducing the overall cost of your LSA campaign. This new status simplifies the crediting process, making it easier for you to understand when you’ve been compensated for an unqualified lead.

• In Review: When you flag or rate a lead, it may enter the "In Review" status. During this period, Google will assess the lead to determine if it meets the criteria for a credit or if further action is required. The "In Review" status provides you with visibility into the review process, helping you stay informed about the status of your leads and any potential credits.

Pros:

• Greater Transparency: The "Credited" and "In Review" statuses give you more insight into how your feedback is being handled, providing clarity on the outcome of your lead ratings.
• Fair Compensation: The "Credited" status ensures that you’re compensated for leads that are deemed unqualified, protecting your advertising investment.
• Improved Trust: Knowing that lead issues are being reviewed and resolved can build your trust in the platform and encourage you to continue using LSA.

Cons:

• Potential Delays: The "In Review" status may still involve some waiting time, which could delay the resolution of lead-related issues and impact your cash flow.
• Uncertain Outcomes: You might find that not all leads you believe are unqualified receive the "Credited" status, leading to dissatisfaction if the review process doesn’t align with your expectations.

What This Means for Your Business

These updates to the LSA disputing process represent a new step forward for your business. 

As you continue to leverage Google Local Services Ads, it’s essential to stay informed about these changes and adapt your lead management strategies accordingly. By actively rating your leads and monitoring their statuses, you can optimize your campaigns, improve your return on investment, and ultimately grow your business more effectively.

Keep an eye on your LSA dashboard for these updates, and don’t hesitate to reach out to your Google Ads representative if you have any questions or need assistance navigating these changes.

Choose Vinnie Mac Restoration Marketing and Leave LSA Management to Us

Managing your Google Local Services Ads can be time-consuming and complex, especially with the recent updates. But you don’t have to navigate these changes alone. Our comprehensive marketing services include everything from lead monitoring to rating and management, ensuring you get the most out of your advertising investment. We take care of all the details, so you can focus on what you do best - running your business.

Want to see how we can help? Schedule a free strategy session with us today, and let’s discuss how we can optimize your LSA campaigns, handle lead management, and drive better results for your business.