I was thinking about how important it is to be #1 in Google search results…

Yesterday I was trying to set up cable for my new apartment. Time Warner Cable is the only option, so I was forced to set up with them (not saying this is a bad thing). I Googled “Time Warner Cable Milwaukee” trying to find the phone number for customer service.

I clicked the first link. The website looked official enough to me. So I dialed the phone number, and I was quickly connected to a customer service representative.  The phone conversation started off pretty bizarre, but I figured, “maybe this woman is new,” so I continued setting up my service.

Once the phone call got to the point where we were setting up an install date, she asked me if I was interested in leasing my router. I didnt remember this being an option when I got my cable installed four years ago.

Out of curiosity, I asked, “Are you the official Time Warner? Or are you an authorized agent?”

“We’re an authorized agent, sir”

“I’m sorry for wasting your time, but I would prefer to go straight through Time Warner”

After trying to politely end the phone call for 5 minutes, I said – “Okay. Thank you. I’m hanging the phone up. I hope you have a nice evening”

This made me wonder – how can a giant like Time Warner Cable NOT be #1 in Google Search results? OR (maybe more importantly) How did this company become #1?

What comes up when your name or company is Googled?  Does a competitor come up first? People are Googling you. Your customers are Googling you. Your competition is Googling you. Make sure you are #1.