Check Your Google My Business Listing

Your business hours and services have likely changed in 2020. Now more than ever consumers know very little about what changes you have needed to make. Customers are wondering:

  • Is the store still in business? What times and which days is it open?

  • Is shopping online available, in-store or curbside pickup an option?

  • Is the online store inventory as complete as the physical store?

  • Has your return policy changed?

  • How have new guidelines impacted ordering, fulfillment and shipping?

Take a few minutes to check your business listing to be sure it is properly representing your brand and correctly informing searchers on as many details as possible. Try this:

1. DO A BRAND SEARCH: Head over to Google and type in a quick branded search for your company name; like this example:

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2. VERIFY VISIBILITY: Does your GMB listing serve in the Search Engine Results Page (SERP)? In this example here, yes the local boutique called “crow” shows up. If yours does not, follow the steps via the “Own this business?” link.

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3. LINK CHECK.  Take a few minutes to verify each link goes to a landing page you approve of and mirrors your brand values. 

Examples - 

    • Website. The link should go to the homepage where consumers are enticed to engage

    • Directions. This should auto populate from Google’s algorithm though still double check it to make sure. You want the map to show “From: My Location” and “To: <<Your Business>>”

    • Call. There are two ways a consumer can call you from a GMB listing; the “Call” button or where your phone number is linked. Either way, guarantee there are no typos

    • Address. Ensure the physical store address (where possible as some shops are exclusively online) is visible

    • Hours. Verify the hours of operation listed are accurate; update this as often as you do your website and the piece of paper on your store door

    • Phone numbers may have been less important before but now popping by a store doesn’t happen. Get that phone number --including area code-- is valid, working, has an on-brand voicemail set up

    • Change a GMB listing. There is a “Suggest an edit” link as well as “Own this business?” link. Make sure you have claimed the business as yours; then you can be verified to request changes to the GMB listing.

4. RESPOND TO REVIEWS. Below the “Website” button mentioned earlier is an extremely impactful way to influence consumers - REVIEWS!

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  • Communicating back to each and every review on your GMB listing is critical to connecting with both happy and dissatisfied customers. 

  • Tips for responding to reviews:

    • Be timely; within a day or two maximum

    • Address the reviewer by name to show connection

    • Stay positive and avoid using a defensive tone; you are speaking to more than just that reviewer and their experience when you post a response

    • Make things right. For negative reviews, invite the customer to re-experience your brand. Avoid excuses --even if valid-- as this is the time to go that extra mile. Share your Contact Us email address for the reviewer to follow up directly

    • Be appreciative; thank the reviewer for taking the time to post feedback

    • Sign off kindly and with how you are associated to the company, if appropriate 

Given the uncertainty of businesses and hours and which company is open, which is not, how hours have shifted, which days a shop is closed for cleaning, etc, etc. The list can go on and on; using Google My Business as a connection point with past and future consumers is key.  

GMB is a PERFECT place to tell your consumers when, how and where you are OPEN FOR BUSINESS!

Google Ads GuidesMelanie Scoffieldlocal, google my business, gmb, responding to reviews, small business tips