In December 2018, a client contacted me to ask for some advice about their website. They had been paying Yell Business £26,400 + Vat per year for their SEO service without any noticeable improvement to their site’s visibility on Google. They asked me to evaluate Yell’s work and advise on whether they should continue paying for the service.
In my opinion, Yell’s SEO service was not only unlikely to help their website rank higher but far more likely to cause their site to be penalised by Google.
Delving deeper into Yell’s service, I found evidence of widespread bad practice, misleading sales tactics and low-budget outsourcing to South East Asia.
If you want to hear the full story – read on.
What is Yell?
Remember those yellow business directories that used to land with a thump on your doormat?
In the days before Google became the go-to method of finding a “Plumber in Doncaster”, the Yellow Pages had something of a monopoly in small business marketing. However, the company was slow to respond to the digital age and, in 2010, after running up debts of £4.2bn, the company rebranded as Yell.com and stopped printing their paper directories.
While Yell may have been slow to adapt, they realised that their small business clients were even slower. Most didn’t own a website and, those that did, had little idea how to drive traffic to their site. Yell’s new strategy was to build a website for these small businesses and then drive traffic to the site by managing their online advertising and SEO.
What makes a site rank on Google?
I first need to explain a little about how Google ranks web pages.
Google’s algorithm uses 200+ factors to decide which pages should appear at the top of their search results. One of the most significant factors, is whether a site has gained links from other trusted websites. If a trustworthy site links to your site, Google views this is a sign of your site’s credibility and reputation.
In the eyes of Google, a trustworthy website is one that has earned links by publishing content to which other sites naturally want to link. However, when a business pays a website owner or blogger to link to their site, Google understandably doesn’t wish to acknowledge those links as a sign of trust or reputation.
Google make this very clear in their guidelines, which state:
“Sites that exchange money for links, or posts that contain links; exchange goods or services for links; or send someone a “free” product in exchange for them writing about it and including a link can negatively impact a site’s ranking in search results.”
(Italics my own)
There is very little ambiguity about how Google feels towards site owners who engage in these practices. If you attempt to buy links to your site, Google will, at best, ignore those links or, at worst, penalise your site for engaging in these practices.
Yell are aware of these warnings from Google. They have published several articles on their own site advising business owners to comply with Google’s guidelines encouraging them to use Yell’s own SEO service to avoid falling foul of Google’s rules. Yell even display a message on their own website claiming their SEO service uses “Content-driven practices to acquire natural links.”
Gaining natural links from trustworthy websites is, without doubt, the most challenging and time-consuming part of SEO. When you pay a company for SEO services, earning high-quality, natural links is (mostly) what you are paying for.
Dubious links from dubious blogs
The first thing that aroused my suspicion was looking at the reports Yell had sent to my client. These reports listed the links Yell had gained each month.
Most of these links were from blogs with little or no relevance to the industry in which my client operated. The same blogs were linking out to hundreds of other businesses on topics as diverse as “dental whitening”, “wooden flooring” and “testosterone injections”; an indication of a site likely to be selling links.
A blog about NASCAR racing linking to a skip hire company in Banbury
I contacted Yell to ask how they were obtaining these links and whether the bloggers had been paid to link to my client’s website.
I received this response from Yell’s Product Manager:
“Yell has no policy of purchasing links from third party websites. We do however pay for content to be written and make contributions towards time spent by professional bloggers.”
Yell deny paying for links but admit to paying bloggers to publish posts with links to their client’s websites. Either way, this is a clear breach of Google’s guidelines. A practise that Google say “can negatively impact a site’s ranking in search results”. In fact, the same practices Yell advise against on their own website.
Why is this any of my business?
I am not usually in the habit of calling out businesses which engage in ‘black-hat’ SEO practices. There is nothing illegal in breaching Google’s rules to gain a competitive advantage for your business. If you do this, and understand the risks, be my guest.
I do, however, take issue when a company such as Yell uses their trusted brand name to play on the naivety of small business owners. I have an even stronger objection when Yell claim on their website that they use “Content-driven practices to acquire natural links” and then obtains links in the least natural way possible.
I further object when Yell warns small businesses that buying links could lead to their website being penalised, provide examples of companies that have been penalised and then charge their clients £26,400 a year for same service they are warning them against!
My client’s organic Google traffic since Yell started building links
One-off or widespread practise?
It was clear to me that Yell had misled my client and provided them with poor service. It was also of little surprise why my client had not seen any improvement in their website’s Google ranking. I was curious to understand whether this was just one-off bad practise by a rogue Yell employee or evidence of something more widespread.
Fortunately, it’s not too difficult to find Yell’s other clients. Every website Yell builds has the words “Powered by Yell Business” proudly displayed in the footer of every page. A simple search on Google reveals all of Yell Business’ clients within a matter of seconds.
I noticed that the same blogs Yell paid to write articles about my client’s business were linking to several other Yell clients’ websites.
I have now identified at more than 50 other Yell Businesses that have received the same poor SEO service. If I had time to investigate this further, I suspect that the number of affected Yell clients might run into thousands.
Does Yell’s SEO service get results?
The table below shows the estimated organic Google traffic to each of the Yell client’s websites identified. The first column shows the monthly traffic the site was receiving when Yell started building links to their site. The second column shows the traffic those sites receive now. Those shown in red have seen a decline in traffic since they started using Yell’s service. All of these businesses have been using Yell’s SEO services for at least 12 months.
Website names redacted to protect them from negative action by Google.
As you can see, the vast majority of these businesses have seen a significant drop in Google traffic since using Yell’s SEO service. Those sites showing a small gain are mostly due to people searching for their business by name. The worst affected site has lost an estimated 3,108 Google visitors since they started using Yell’s service. This drop is despite (or possibly due to) Yell building more than 100 links to their website!
Paying for links from penalised blogs
86% of the blogs that Yell pays to write content have lost all of their Google traffic despite having thousands of links pointing to their blog. A clear indication that these blogs have been penalised for selling links.
Blogs on which Yell have paid for content and their estimated monthly Google traffic
If you search online for “Yell Business reviews” you will see several business owners warning against using Yell’s service. Read any of the comments on Yell’s own Facebook page to see multiple complaints of poorly managed campaigns, pushy salesmen and broken promises, sometimes resulting in court action. There is even a Facebook group dedicated entirely to complaints against this company.
Yell is a sales operation
A source working inside Yell told me that the company do not actually employ any SEO experts. All of their digital marketing is outsourced to agencies who then outsource the work again to low-cost operators in South East Asia. Several Yell clients told me they are routed to the Philippines when contacting Yell with questions about their SEO service.
These outreach teams spend their entire day contacting blog owners to ask if they will accept payment in return for a link.
Yell is not, in any real sense, a digital marketing agency. It is little more than a sales operation using hard-sell techniques to pressure small business owners into services which are then fulfilled by Asian outsourcing companies.
These small business owners are given little or no opportunity to read the terms of the contract to which they are committed for 12-months immediately following the sales call from Yell. There is no cooling-off period and Yell will send in their debt collectors (Moorcroft) should the business owner dare to cancel their direct debit.
Have any lessons been learned?
I recently contacted Yell posing as a prospective client requesting information about their SEO service. The sales agent informed me that Yell still pays bloggers to create content with links to their clients’ sites. He informed me that a link from Yell’s online directory and social media sites would help my site rank better on Google; both misleading and untruthful statements. It would seem that Yell’s shady practises continue.
My best hope is that by making this information publicly available, I might save even one small business from throwing their hard-earned cash down a stinking yellow drain.
How to get out of a Yell contract and claim a refund
Yell’s agent will likely inform you that you are locked in to a 12-month business-to-business contract which can’t be cancelled. It is my experience that Yell’s contract are not worth the paper on which they are written. In order for any contract to be valid and enforceable, it must be fair and reasonable to both parties.
I believe that Yell contracts are invalid for the following reasons:
If you believe that were missold a contract by Yell, I strongly recommend you request a copy of your recorded telephone calls and personal records, as is your legal right under GDPR. This website makes it easy for you to submit a GDPR Data Access Request. Yell must legally respond to the request within 30 days or risk a heavy fine.
Please read my article, “How to get out of a Yell contract” for a detailed, step-by-step guide. There are now several Yell clients using this process to get their contracts terminated and a full refund. Yell now seem to be extremely nervous about the potential for legal action and damages claims. I am told that their high-level complaints team are being inundated with claims.
Since posting this article in February 2019, it has been read by 13,700 visitors and shared over 1,000 times on Social Media. I have now heard from more than 150 small business owners about their own Yell horror stories. A quick look at any of the comments on Yell’s own Facebook page reveals a barrage of complaints of mis-sold contracts and shoddy service.
This week, I received the following email from a former Yell employee:
Yell outsource their website services to India and the Philippines using a company called TCS. Without exception, every website is written and designed out there using basic Duda templates. Their SEO and PPC services are similarly outsourced.
The website writers speak English as a second language; with a small team in the UK checking the sites to remove the worst errors. The quality is appalling, most sites are a copy and paste job from similar sites with just the names and locations changed. The stats for the sites are not based on Google Analytics but an internal platform which inflates the amount of traffic.
Yell Agency who deal with the customers wanting SEO and PPC services have virtually no training – they were moved into the role and told, “Now you are agency”. It’s a huge rip off.
As to the sales team, they have no SEO training either – they will sell to anyone and promise the earth. Done very sneakily, they get customers to sign up on an e-contract with no cancellation allowed. They get away with this as the contracts are business to business which do not have a 14-day cooling-off period.
Customers are not told this. Yell’s response to customers who complain is to just upsell them more services and products. Yell is primarily a sales company preying on small and vulnerable businesses. Your article exposing Yell’s service has now been blocked on Yell’s servers to prevent it being read internally by their staff”
Since my last update, I was contacted by a reporter from the Daily Mail who have now published their own story about Yell’s shady practices. The Times newspaper has also published their account (paywalled) of this story. I have been contacted by several other national newspaper reporters who are investigating even more serious allegations about this company. Yell’s legal team must be very busy!
I was sent the following internal memo from a Yell employee which proves that have been manipulating their reviews on Trustpilot.
The memo shows that Yell are incentivising their sales agents to ask new clients to leave a 4-5 star review for Yell on Trustpilot and not to ask clients if there’s any risk of a negative review. If true, this practise is known as “Review Gating” and a clear breach of Trustpilot’s policies. Trustpilot are now conducting an internal review of Yell’s use of their platform.
The following warning message is now displayed on Yell’s profile page on the Trustpilot website.
The Times newspaper has published another article revealing how Yell staff have written hundreds of fake online reviews for their own customers in an effort to induce them to buy Yell’s ‘Reputation Manager’ service.
I have received another email from a Yell employee who wishes to remain anonymous:
As a recent employee of Yell, I absolutely love your article and its continuing updates – it is safe to say everything you have covered is 100% true.
The company is shambolic, and due to restructures over the last year is now led primarily by sales (even for the operations arm). Everything is now about more sales, without any care for the staff. I’ve never worked in such a negative environment as I have at Yell. The only people in this business who like their job are the sales team because of the handsome bonuses they are paid. Everywhere else frequently has large scale redundancies, even after an extremely high staff attrition rate – there is no loyalty to staff, it is always a ‘well we can find someone else’.
In my first few months, I ‘built’ a website for a small toy shop – they had absolutely no need for a website as they were never planning to sell online, but Yell sold to them anyway. Before I left, we were seeing more and more ‘new’ businesses being sold a website, ones where they hadn’t even defined what the business was going to do!
The PPC campaigns; how laughable they are. Bar people who spend over £2k a month, any campaigns below that budget will be a copy and paste job with the names changed (much like their websites).
Yell focus on quantity over quality and it’s no wonder they are getting hammered for shovelling out shit, because that’s what they are.
It will surprise no-one that Yell suffer from a massive churn rate, and who can be surprised, they sell a wide range of products (compared to others) but none of the products are actually any good.
The Trustpilot post just made me laugh, Yell have been selectively asking for reviews for years now (and even internally brag when the score has gone up! no wonder…)
Hope this will be of some use to you, although I doubt any of it surprising.
It appears that Yell’s illegal and unethical practice of cherry-picking reviews continues; this time at reviews.co.uk.
I hope that Yell’s newly-appointed CEO Claire Miles has some interest in changing the toxic culture at Yell before the directors are held personally accountable for the fraud and misselling that occurs within this company.
A campaign has now been set up to collect evidence of mis-selling by Yell. The evidence will be presented to Kelly Tolhurst (The Small Business Minister) and submitted to a specialist law firm. We are investigating a potential group action claim against Yell for compensation for those small businesses who believe they were mis-sold Yell contracts.
If you are interested is being part of this group action and wish to tell your story, please use this online form. I also recommend that you join the “I Hate Yell” Facebook group run by the incredible Stella Photis. Stella has helped many small businesses get released from their contract with Yell.
Read more about how Yell (and other businesses) are manipulating their online reviews .
If you have any information about unethical or illegal practices at Yell, please contact me (anonymously if you prefer) at email@example.com . If you have paid Yell for SEO or any advertising services, it is possible that Yell may be in breach of contract and you may be entitled to compensation.
I received a call yesterday from another Yell whistleblower who is still employed by Yell.
This is an edited transcript of the call:
“I’m an account director for Yell Agency looking after Yell’s top SEO and PPC clients. All of our work is outsourced to agencies in Asia. We then put a 40%-50% mark-up on their rates and on Google’s advertising charges.
Most of the staff have been here since we had paper directories. They know next to nothing about digital marketing other than what they need to know to sell our services. Most are just sticking around to collect their commission and pension benefits. They don’t give a crap about the customers.
All Google advertising clients spending below £700 per month are managed with an automated platform called www.spotzer.com based in Amsterdam, which us just utter crap. Yell charge a 40% management fee, but clients weren’t told that when they take out the contract. Yell don’t show the management fee on the monthly report unless asked.
On the SEO side, the product managers know full well we are buying links which is in breach of Google’s guidelines. We sell duplicated content which could be seen by Google as plagiarism. It all just creates a world of pain for the customers without them even knowing. Yell are just exposing them to their site getting penalties from Google. Nine out of 10 customers don’t know anything about this. If a warning message is sent from Google, we just delete it.
There’s a board of private investors who are getting very unsettled because they’re not getting their money back. They put in huge incentives for staff to sell 12-month contracts because they were trying to sell the business last April. That fell flat on its face and the buyers pulled out.
The new CEO, Claire Miles, has come in and is trying to change things about but it’s not working because it’s a failing product. Because of our terrible reputation, customer enquiries have all gone down.
There are a few honest people still working here, but if the others were investigated, they could be done for fraud. If a client shows that an agent has done something wrong, management jump on that very quickly and the customer will have their contract cancelled or refunded. I have seen a few clients taking Yell to court and winning their case.
It’s now got really ugly here. There are two complaints departments, one is called INR and then there’s what we call the CEO Complaints Team (High Level Group). There are only 3-4 people on that team but the amount of stuff that’s on their shoulders is crazy. It’s taking them two months to even look at a complaint.
What I’ve seen over the last 12 months is the amount of clients, revenue and staff that Yell are haemorrhaging. The staff have now completely lost faith in the business.
To survive in this company you need to sell your soul and your mother’s soul as well. I believe it’s going to go pear-shaped. The amount of money they’re losing is just incredible.”
Danny: I think it is highly likely that Yell will be out of business in the near future. If you have a website built and managed by Yell, I would advise you to move your site to a new provider as soon as possible to avoid any disruption to your business.
I received today, the following enlightening email from another (anonymous) Yell whistleblower:
I have read your blog post about Yell.com and can’t argue with many of the valid points that you bring up.
So why is Yell so bad for anyone’s business?
I believe that Yell’s marketing statements are false.
For example, “Yell is the number one Digital Marketing Agency within the UK” – says who? Can we find out where that comes from? They base this on sheer customer numbers. It’s a false statement.
Here are some facts…
Last year, Yell lost 41% of its overall customer base due to churn. The reason these customers churn is because the product range being offered is overpriced and miss-sold by staff who are no longer being trained to industry standards.
When the Yell / Apple partnership was announced, we as staff saw the Yell.com traffic for nearly every classification go down (this was the first time Yell.com stats had been looked at as Unique Views per person). A working example would be – before the partnership a build would have received 1,500 views total (desktop searches not mobile). After the restructuring of Yell.com and the Apple Partnership, the same search would have received around 100-120.
Google Ads (PPC)
This is really straightforward (40% OF YOUR BUDGET GOES TO YELL.COM) you have to spend £750 per month+ to get an account manager to review your account otherwise your keywords are loaded on Day 1 and then left for 6 months. No changes will be made unless you request them. The PPC offering is substandard like the training they give their staff.
Yell state on sales calls and their website that they are “the only UK based Facebook partner” – this is a lie. The trading company Yell LTD is not a partner as we did not meet the revenue generation to be classed as a partner. Subsequently, it is the HIBU Group who is the official partner (they own Yell LTD).
The Facebook proposition cancels at an alarming rate and you will pay once again a minimum of £150 per month and 40% of that goes to Yell’s pockets. It simply does not work.
Websites / SEO
The websites are so overpriced it’s unbelievable.
Working example – Elite website with Yell.com = £3,500 build fee, £105 pm management fee. If you go to Duda directly you can get the whole site built for £1,500 with no management fee (do it yourself).
The same can be said for the lower end site such as the Premium sites = £500 one-off and 35 per month, you can buy the entire site on Duda directly for £300 and own it. If you buy a site of Yell.com you never own it (even the £3,500 sites). Yell Agency no longer builds bespoke/customer sites as the third party who carried out the work can’t keep up with the volume of business.
The SEO offering is made up of multiple layers of activities and whether they are right or wrong is another discussion but one thing I can say that it is overpriced. The minimum spend on SEO for Yell Agency is £1,500+ pm for a local area. Metro areas like London etc could double if not triple that.
There is none and they will send the debt collectors around.
Credit checks on sole traders are carried out on every sale – so please be aware.
Staff will perform a credit check on Limited companies without permission (even though they are supposed to).
Account managers will give so-called free inventory on Yell.com – but it is worth nothing
You do not own your website ever.
Facebook is a failing product – really poor results.
If the outbound operation was investigated under GDPR, I am 100% certain they would fail as the calls recorded statements aren’t even carried out – never mind disclosing that the staff create customer accounts whilst selling or setting up meetings (a major risk area).
Behaviours & Ethics
In my opinion, this comes from the top down. Over the past 5-6 years, it has gotten worse every year with targets rising, change of focus every quarter.
There have been multiple changes recently which I do believe will result in a better Yell. Claire Miles seems to want to be customer-focused and help businesses from my interactions with her. That being said there is a structure in place full of old-school salesmen who only focus on the bottom line and sheer amount of deals.
My advice to anyone who gets a call from Yell is to hang up or ask to be placed on the “do not call” list. There are people there that will try to do right by the customer and sell based on their needs, but, in reality, they are now hiring people right off the street with no digital marketing background.
The training given is substandard. When you couple that with staff who have been there for 10-15 years (Yellow Pages days) you get a real mixed bag of experiences. If you want to convey this message to your readers, please do.
The people who phone you for sales over the phone do not care about your business and can’t offer anything at a price that you couldn’t do yourself or get a local agency to do. These individuals are targeted at a level which drives this behaviour and I do not blame them. All they are doing is their job or what they have been trained to do.
Credit rating agency, Moody’s, recently downgraded Yell’s credit rating to CAA1. This was based on a 25.7% decrease in digital earnings in the previous year. While Yell’s new CEO, Claire Miles, appears to making some attempt to repair their damaged reputation, I suspect it is a case of too little, too late.
Yell’s lenders will be deeply troubled by this latest report and are, no doubt, desperate to recoup their substantial losses. Anyone providing credit to this business or even entrusting their business website to this company, may wish to mitigate their risks before it is too late. I would be very surprised if Yell make it through another 12 months of trading.