Tag Archive | "Listing"

How to Optimize Your Google My Business Listing [Updated May 1, 2018]

Posted by sherrybonelli

Updated May 1, 2018

An important first step in any local SEO strategy is to claim and verify your local business’ Google My Business (GMB) listing. Getting on Google My Business can increase your chances of showing up in Google’s Local Pack, Local Finder, Google Maps, and organic rankings in general. Qualifying local businesses can claim this free listing on Google and include information about their company, like their address, phone number, business hours, and types of payments accepted.

Additionally, over the past several months, Google has added some great features to Google My Business that companies should take advantage of that enhances your Google My Business listing and helps to grab viewers’ attention — and can increase how you rank in local search results.

If you haven’t claimed and verified your Google My Business Listing yet, that’s the first step. To get started, visit https://www.google.com/business.

How to optimize your Google My Business listing

Many local businesses just claim their GMB listing and forget about it. What most businesses don’t realize is that there are a variety of other features Google gives you that you can use to optimize your Google My Business listing and several reasons why you should frequently check your business listing to ensure that its accuracy stays intact. Want to know more?

Complete all the information Google asks for

There are a variety of questions Google wants you to fill out to complete your Google My Business profile. When done, your listing will have valuable basic data that will make it easier for potential customers to find more information about your company. And if you don’t fill out that information, someone else could. Many business owners don’t realize that anyone can suggest a change (or “edit”) to your business listing — and that includes your competitors.

When a searcher clicks on your GMB listing they see a “Suggest an edit” option:

How to optimize your Google My Business listing

When someone clicks on that option they can literally edit your Google My Business listing (and make some pretty dramatic changes, too):

How to optimize your Google My Business listing

And these aren’t just “suggested” edits — these user-generated changes can actually be made live on your listing without you even being notified. This is just one reason why it’s very important that you log in to your Google My Business dashboard regularly to ensure that no one has made any unwanted changes to your listing.

Here’s how:

If you log in to Google My Business, you can switch back to the “Classic” dashboard here:

How to optimize your Google My Business listing

In the classic dashboard, you might see “Google Updates” notifications.

If you see updates, these are changes that Google made to your business listing because either their algorithm found new information about your business (perhaps from another directory/citation site or a change they found on your Google Map) or a Google user submitted an edit that was published. (Yes, when people make “suggested edits,” they are not really “suggestions” -– the changes are often made live without you ever getting a notification or the opportunity to dispute the change!)

When you click on “Google Updates,” you’ll see a box that allows you to “Review Updates.” It’s here where you’re given the opportunity to remove incorrect information that may have been made by a troublesome Google user.

Now, Google supposedly sends out emails to the owner and others managing your Google My Business account when changes are made, but oftentimes those people never receive notifications about changes to their listing. So beware: you may (or may not) be notified by Google if changes are made to your listing. (For example, your business category could be changed from “criminal attorney” to the generic “lawyer” category, which could negatively impact your search rankings.) That’s why it’s extra important for you to log in and check your listing frequently (especially when, quite literally, some businesses have had their address and website URLs changed in their GMB listing by nefarious users.)

If you see a change that is incorrect and you have difficulty changing it (like a bogus review, for instance), create a new post explaining the situation in detail in the Google My Business forum and reach out to one of the Google Top Contributor volunteers for help.

Also, it’s important to realize that Google encourages people who are familiar with your business to answer questions, so that Google can learn more information about your company. To do this they simply click on the “Know this place? Answer quick questions” link.

How to optimize your Google My Business listing

They’ll then be prompted to answer some questions about your business:

How to optimize your Google My Business listing

If the person knows the answer to the question, they can answer and then they’ll typically be asked another question. If not, they can decline.

Now, some business owners have cried foul, saying that competitors or others with malicious intent can wreak havoc on their Google My Business listings with these features. However, Google’s philosophy is that this type of user-generated content helps to build a community, more fully completes a business’ profile, and allows Google to experiment with different search strategies.

Just remember, after you get your Google My Business listing verified, continue to check your listing regularly to be on the safe side.

Once you have your GMB listing verified, now is the time to optimize your listing. (This is where you have a greater chance to outdo your competition!)

Google My Business Posts

Google Posts are almost like “mini-ads” or “social media posts” that show up in Google search in your Google My Business listing (in the Knowledge Panel and on Google Maps).

How to optimize your Google My Business listing

To get started with Posts, log in to your GMB dashboard and you’ll see the Posts option on the left-hand side:

How to optimize your Google My Business listing

You can have fun with your Google My Business Posts by adding an image, a call-to-action (CTA), and even including a link to another page or website. If you’re using Yext, you can create GMB Posts directly from your Yext dashboard.

Not sure what type of Post you should make? Here are just a few Post ideas:

  • If you’re having an event (like a webinar or a seminar about your chiropractic practice) you can set up an event Post with a date and time, then add a link to the registration page.
  • Do you have a sale going on during a specific time? Create a “sale” event Post.
  • Does your latest blog post rock? Add a short description and link to the post on your blog.
  • New product you want to feature? Show a picture of this cool gadget and link to where people can make the purchase.
  • Want to spread holiday joy? Give potential customers a holiday message Post.

The possibilities with Posts are endless! Posts show up prominently in your business’ Knowledge Panel, so don’t miss this opportunity to stand out.

TIP: To grab a searcher’s attention, you want to include an image in your Post, but on Google Maps the Post image can get cut off. You might have to test a few Post image sizes to make sure it’s sized appropriately for Maps and the Knowledge Panel on desktop and mobile devices.

Want to have even MORE fun and potentially help your local SEO? Try adding relevant emojis to your Post. Google is beginning to index emoji-relevant search results. (In fact, you can now search Google by “tweeting” an emoji at it!) Additionally, people — especially younger people — are beginning to search (typically on their mobile devices) with emojis! So if a person is searching for “[pizza emoji] + nearby” and you own a local pizza restaurant and use the [pizza emoji] somewhere on your Google My Business listing — like in a Post with a special offer on a pizza order — you might have an SEO edge over the other pizzeria competitors in your city.

Not sure how to add emojis? If you’re using a Windows computer, you can add emojis by pressing the Windows key + the “.” OR “;” key at the same time on your keyboard. The emoji list of characters will appear and you can select the emoji you’d like to include (but don’t get carried away — one emoji is enough):

How to optimize your Google My Business listing

When people search using Chrome on their smartphones with an “emoji + near me,” you might be surprised by what they find:

How to optimize your Google My Business listing

You got it! Google knew that I was looking for a great burger joint around my home! (Pretty cool, huh?)

Disclaimer: This strategy is still new and we’re not certain how adding emojis to your GMB listings impact these “emoji search results,” but if you have a related emoji that is pertinent to your business, you should definitely test it! (But don’t overdo the emojis — it gets obnoxious and doesn’t look professional if you go overboard.)

Posts stay live for seven days or “go dark” after the date of the event. (However, the old Posts still appear in your GMB listing — they’re just pushed down by the new Posts.)

How to optimize your Google My Business listing

If you’re forgetful, Google is great about sending you reminders when it’s time to create a new Post.

How to optimize your Google My Business listing

And remember, Posts show up prominently in mobile searches, so make your website stand out among search results by keeping your Posts “topped off.”

How to optimize your Google My Business listing

It’s important to note that at this time, hotels and B&Bs are not allowed to make Posts. That may change sometime in the future, so stay tuned!

Booking button feature

Google’s Booking button feature can really help your business stand out from the crowd. If you have any type of business that relies on customers making appointments and you’re using integrated scheduling software, people can now book an appointment with your business directly from your Google My Business listing. This can make it even easier to get new customers — they don’t have to leave Google to book an appointment with you!

How to optimize your Google My Business listing

If you have an account with one of Google’s supported scheduling providers, the booking button is automatically added to your Google My Business listing. Take advantage of this integrated Google My Business feature if you use the booking providers, it’ll make it super simple to get new clients or customers.

Messaging

Did you know that you customers — and potential customers — can send you text messages? This is a great way to connect directly with people interested in what you have to offer, and a great way to engage with people looking at your GMB listing (and you know that Google is always watching engagement.)

To get started with Messaging, log in to your GMB dashboard and click on “Messaging”:

How to optimize your Google My Business listing

You can then set up the message people will receive after they send you a message and your mobile phone number.

How to optimize your Google My Business listing

If you don’t want text messages sent to your personal phone number, you can download Google’s Allo app. When you set up your Allo account, use the same phone number connected to your Google My Business account. Now when someone messages you, the message will be sent to the Allo app instead of appearing alongside your personal text messages.

The Allo app is a great way to keep your personal and business text messages separate:

How to optimize your Google My Business listing

This feature is still in its infancy, though. Right now, messaging is only available to mobile web users and is not available to mobile app or desktop users. People also won’t see the Messaging option in the Knowledge Panel or on Google Maps.

The ONLY way someone can message your business is if they perform a mobile web search on Chrome. (I expect that Google will expand the Messaging feature once they work the kinks out.)

Questions & Answers

Questions & Answers is a great feature for Google local search. It’s very cool! Just like it sounds, Q&A allows people to ask questions about your business and you can answer those questions.

How to optimize your Google My Business listing

The Google My Business Questions & Answers feature is the perfect opportunity to hear directly from “the people” and you can respond to them. Win-win. However, according to a study done by Get Five Stars, 25 percent of locations on Google Maps have questions (and many of those questions are probably STILL unanswered).

Here are a few things to keep in mind about Questions & Answers:

  • On mobile devices, you can see, ask and answer questions on Google Maps on Android devices and when you search for your business on mobile browsers on both iPhone and Android devices. To use Google Maps on your Android device, download the Google Maps app and sign in with the email address you use for your GMB listing.

How to optimize your Google My Business listing

Ironically, you can’t see Questions and Answers on the Google My Business app.

  • No notifications of new questions show up in your GMB dashboard. To find out if you have new questions that need answering, you need to install Google Maps on your phone, log in, and check for questions/notifications. You can also go on a mobile browser, search for your business, and see if you have new questions that need to be answered.
  • Google has recently started sending out email notifications letting you know that a new question has been asked, but it’s possible that not everyone associated with your account receives these emails:

How to optimize your Google My Business listing

This email notification is a BIG improvement over the lack of notification we’ve experienced so far with Q&As.

One thing you should do is be proactive and create a Frequently Asked Questions list to preempt people’s GMB Q&As. Check with your sales reps and your customer service staff to identify the questions people most often ask, then put those Q&A questions on your GMB listing.

TIP: Google has said that upvoting questions can make them more visible. If someone has a particularly important question, go ahead and upvote it.

WARNING: It’s important to note that just like “Suggest an Edit” on GMB, anyone can answer questions asked of your business. Therefore, you want to keep an eye out and make sure you answer questions quickly and ensure that if someone else answers a question, that the answer is accurate. If you find that someone is abusing your GMB listing’s Q&A feature, reach out to the Google My Business support forums.

Still have questions about Google Questions & Answers? You can read Google’s Q&A guidelines.

Google My Business online reviews

Unlike Yelp, which vehemently discourages business owners to ask their customers for reviews, Google encourages business owners to ethically ask their customers or clients for online reviews. (Yelp takes it to the extreme, in my opinion.) Online reviews appear next to your listing in Google Maps and your business’ Knowledge Panel in search results. Online reviews can help your business stand out among a sea of search results.

Additionally, online reviews are known to impact search result rankings, consumer trust, and click-through rates. According to BrightLocal’s 2017 Consumer Review Survey:

  • 97% of consumers read online reviews for local businesses in 2017, with 12% looking for a local business online every day
  • 85% of consumers trust online reviews as much as personal recommendations
  • Positive reviews make 73% of consumers trust a local business more
  • 49% of consumers need at least a four-star rating before they choose to use a business
  • Responding to reviews is more important than ever, with 30% naming this as key when judging local businesses
  • 68% of consumers left a local business review when asked — with 74% having been asked for their feedback
  • 79% of consumers have read a fake review in the last year

If you follow Google’s guidelines for Google My Business reviews, you can ask your customers for reviews. (However, if you violate any of these policies, your reviews could be removed.)

Recently Google made some changes to their review guidelines. They have now changed it so that current and/or former employees can’t leave reviews. For business owners this is great news because it means that disgruntled and ex-employees with a grudge can no longer post bad reviews. Here is the new section that deals with Conflict of Interest:

How to optimize your Google My Business listing

Additionally, Google made some changes with regard to reputation marketing software. Reputation marketing software can help filter out people who were planning on leaving negative reviews so that they aren’t given the opportunity to leave that bad review online. (This is sometimes referred to as “review gating.”) Google wants to prevent that practice, so on April 12, 2018, Google updated their review policy to include information on this. In general, you don’t want to “Discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”

Also, whatever you do, do not offer a bribe in exchange for a review. Not only does it go against Google’s terms, it goes against the laws of reviews in general: do you really want to bribe someone to leave you a good review — or do you want to earn it?

When customers leave reviews for you — good or bad — make sure you respond to them. Not only does it show that customer that you appreciate their feedback, it also shows potential customers that you care.

So what happens if you get a negative review? First, don’t freak out. Everybody has a bad day and most people recognize that. Also, if you have a troll that gave you a one-star review and left a nasty comment, most people with common sense recognize that review for what it is. It’s generally not worth stressing over.

TIP: Asking someone to leave a review on Google is very cumbersome. To give your customers a direct link to your Google My Business listing so they can leave a review online for you, read and follow the directions in this post on How to Create a Direct Review Link to Your Google My Business Listing.

To learn more about strategically getting more online reviews, check out this article from Moz.

Photos and videos

The Internet used to be all about text and information, but more and more the visual appeal of the Internet is what grabs people’s attention — and that means photos and videos. Videos are so hot that you don’t even need sound. Studies show that as much as 85% of Facebook videos are viewed with the sound off.

However, many business owners are still under the misperception that to get into videos (or even photography) you have to hire a professional video production company or studio. Not true. Some of the best photos and videos are done on the fly — and with a smartphone!

Adding photos of your business is a great way to humanize your brand and let your customers get a “behind-the-scenes” look at what your company is all about… AND your customers can post photos on your Google My Business listing, too! (Surprise!)

AGENCY TIP: If you’re optimizing Google My Business listings for your clients, you know how difficult it is to get pictures from them so you can add them to their GMB listing. (Your clients are busy and often hard to track down.) There’s a new tool called localPics that solves that problem. This tool makes it super simple to send your clients text message reminders that it’s time to upload pictures. The owner (or whoever the designated “photographer” is) simply takes pictures or goes into their phone’s photo gallery, selects the pictures they want to upload, and the pictures are automatically uploaded to their Google My Business listing! What could be easier?

How to optimize your Google My Business listing

The ability to add photos to your Google My Business listing has been around for a while, but adding videos is a relatively new feature that Google introduced. Instead of being afraid, get excited! You can now add a 30-second video about your company that will grab people’s attention on the most popular place people go to search and find information: Google!

To get started, log in to your Google My Business dashboard. You will either see the “Add Videos” image on the Overview tab:

How to optimize your Google My Business listing

Or you can also click on the blue + sign to add a video:

How to optimize your Google My Business listing

When you click on the “Add Video” button, you can either drag the video you want to upload or select the video from your computer.

How to optimize your Google My Business listing

It’s super simple!

Google states that it can take up to 24 hours for the video to display, but most videos show up after just a few minutes. The videos should be 30 seconds long, but we’ve uploaded longer videos just fine. (Keep in mind that people have short attention spans, so don’t overdo it with videos that are too long — 30 seconds is just about right!)

Now, for you marketers out there that are salivating thinking of the great marketing and promotional videos you can upload, hold on for just a moment. Make sure your videos are taken at the place of business and are of people that work at your business or directly pertain to your business. (Google My Business is not the place for stock photos and marketing or promotional videos.) Google can remove the videos if the primary subject of the content is not related to the business location.

Owners who upload videos will be shown in the “By Owner” tab. When customers or clients upload videos, those videos will appear in the “Customer” tab. ALL of the videos will be displayed in the “Video” tab.

Google has given us some general Google My Business Video Guidelines to follow:

  • Duration: Up to 30 seconds long
  • File Size: Up to 100 MB
  • Resolution: 720p or higher

As a bonus, once you have two or more videos on your GMB listing, you’ll get a Videos subtab that shows up on mobile devices!

Business descriptions

Good news! Google now allows business owners to include a business description on your Google My Business listing. (And it’s about time!) Google recently made this announcement via Twitter and business owners were thrilled.

How to optimize your Google My Business listing

As usual, Google has provided us with some guidelines to follow: Google Business Description Guidelines. It’s important you adhere to these rules because Google does review your business Description.

How to optimize your Google My Business listing

You’re allowed 750 characters in your business description, but only 250 characters show up before they get cut off in the Knowledge Panel. So you want to make sure that you carefully create your business description and put the most important information and keywords — including your city — towards the front of the description.

Google really does review your business description to make sure people aren’t being deceptive or are spamming, so be sure to follow these guidelines:

How to optimize your Google My Business listing

You only have 750 characters (and only 250 of those show up in the company’s Knowledge Panel), so you want to make sure that every character counts.

On a desktop computer, the business description appears in the Knowledge Panel towards the bottom, below your reviews. (It’d be great if Google would bump the business description up towards the top of the Knowledge Panel where it should be… Let’s hope they move it there soon!)

How to optimize your Google My Business listing

On a mobile device, you can only see a business’ description if you click on the About tab:

How to optimize your Google My Business listing

Services/Menus

If you sell services, like a spa, nail salon, hair salon, copying company, or even a holistic center, and have a “menu” of services, the new Services list in Google My Business is a great new addition. This feature is only available for food and drink, health, beauty, and other services businesses that don’t have a third-party “menu” link.

The Services list allows you to categorize and list out all your services (or food items) and prices so that potential customers can easily see what you have to offer.

This list itemizes out each service (or food item) you offer. To get started, log in to your Google My Business listing and click on Info:

How to optimize your Google My Business listing

Then scroll down and you will see the “Services” section where you can Add or edit your items:

How to optimize your Google My Business listing

This is where you can create categories, add items, and you can also add a description of each item (if you want to):

How to optimize your Google My Business listing

If you own a service business with set prices, I’d highly recommend you include your list of services and make sure you update these services and prices if things change.


Get more out of your GMB listing

Google is always looking at the engagement searchers and you, as the owner, are having with your Google My Business listing. The more interaction, the better your chances of ranking higher in the local three-pack and organic rankings in general. That means you need to keep optimizing your Google My Business listing.

As new features come out, plan on using them to keep your GMB listing fully optimized.

TECHIE TIP: If you’re managing multiple listings or franchises, you can use Google’s API v4.1 to more easily add Google My Business descriptions and Offer Posts. And if you’re really techie, you can even add “customer media endpoints” that allow users to retrieve photos and videos uploaded by customers at their business (normally GMB users aren’t notified of photo and video uploads).

Google has even introduced a new notification that alerts users who have opted in to receive alerts about newly posted media on their Google My Business Locations. Wow! (If you have someone on your team that can code, you’re at an advantage!)

Hopefully these features have given you a new reason to login to your Google My Business account and get busy! If you have any other questions about optimizing your GMB listing, let me know in the comments.

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Yes, Competitors Can Edit Your Listing on Google My Business

Posted by JoyHawkins

I decided to write this article in response to a recent article that was published over at CBSDFW. The article was one of many stories about how spammers update legitimate information on Google as a way to send more leads somewhere else. This might shock some readers, but it was old news to me since spam of this nature on Google Maps has been a problem for almost a decade.

What sparked my interest in this article was Google’s response. Google stated:

Merchants who manage their business listing info through Google My Business (which is free to use), are notified via email when edits are suggested. Spammers and others with negative intent are a problem for consumers, businesses, and technology companies that provide local business information. We use automated systems to detect for spam and fraud, but we tend not to share details behind our processes so as not to tip off spammers or others with bad intent.

Someone might read that and feel safe, believing that they have nothing to worry about. However, some of us who have been in this space for a long time know that there are several incorrect and misleading statements in that paragraph. I’m going to point them out below.


“Merchants are notified by email”

  1. Google just started notifying users by email last month. Their statement makes it sound like this has been going on for ages. Before September 2017, there were no emails going to people about edits made to their listings.
  2. Not everyone gets an email about edits that have been made. To test this, I had several people submit an update to a listing I own to change the phone number. When the edit went live, the Google account that was the primary owner on the listing got an email; the Google account that was a manager on the listing did not.

Similarly, I am a manager on over 50 listings and 7 of them currently show as having updates in the Google My Business dashboard. I haven’t received a single email since they launched this feature a month ago.

“Notified [...] when edits are suggested”

Merchants are not notified when edits are “suggested.” Any time I’ve ever heard of an email notification in the last month, it went out after the edit was already live.

Here’s a recent case on the Google My Business forum. This business owner got an email when his name was updated because the edit was already live. He currently has a pending edit on his listing to change the hours of operation. Clearly this guy is on top of things, so why hasn’t he denied it? Because he wouldn’t even know about it since it’s pending.

The edit isn’t live yet, so he’s not receiving a notification — either by email or inside the Google My Business dashboard.

Edits show up in the Google My Business dashboard as “Updates from Google.” Many people think that if they don’t “accept” these edits in the Google My Business dashboard, the edits won’t go live. The reality is that by “accepting” them, you’re just confirming something that’s already live on Google. If you “don’t accept,” you actually need to edit the listing to revert it back (there is no “deny” button).

Here’s another current example of a listing I manage inside Google My Business. The dashboard doesn’t show any updates to the website field, yet there’s a pending edit that I can see on the Google Maps app. A user has suggested that the proper website is a different page on the website than what I currently have. The only way to see all types of pending edits is via Check the Facts on Google Maps. No business owner I’ve ever spoken to has any clue what this is, so I think it’s safe to say they wouldn’t be checking there.

Here’s how I would edit that original response from Google to make it more factually correct:

Merchants who manage their business listing info through Google My Business (which is free to use) are notified when edits made by others are published on Google. Sometimes they are notified by email and the updates are also shown inside the Google My Business dashboard. Google allows users (other than the business owner) to make edits to listings on Google, but the edits are reviewed by either automated systems or, in some cases, actual human beings. Although the system isn’t perfect, Google is continually making efforts to keep the map free from spam and malicious editing.


Do you manage listings that have been edited by competitors? What’s your experience been? Share your story in the comments below!

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How to Delete a Google My Business Listing – A Common Question with a Complex Answer

Posted by MiriamEllis

“How do I delete a Google listing?” is an FAQ on local SEO forums — and it represents an oversimplification of a complicated and multifaceted issue. The truth is, simple deletion is seldom the answer. Rather, most events that arise in the course of doing business require knowing which steps to take to properly manage GMB listings so that they’re helping your business instead of harming it.

When it comes to managing unwanted or problematic Google My Business listings, it’s a case of horses for courses. There isn’t a single set of instructions you can reliably follow, because your particular scenario defines which steps you should take. The following table should help you identify common situations and choose the one that most closely matches yours. From there, you’ll learn which actions are available to you, and which ones, unfortunately, can’t be accomplished.

Because management of problem GMB listings usually requires either being in control of them or unverifying them, our chart begins with three verification scenarios, and then moves on to cover other typical business events.

Scenario

Context

Steps

Notes

Unverify a Verified Listing You Control

You have a listing in your GMB dashboard that you no longer wish to control.

  • Log into your GMB dashboard
  • Click “edit”
  • Click the “info” tab
  • Click “remove listing”
  • Check all the checkboxes
  • Click “delete account”

No worries: The last step does NOT delete your Google account or the listing, itself. It simply un-verifies it so that you are no longer controlling it. The listing will still exist and someone else can take control of it.

Verify an Unverified Listing to Gain Control

You need to take control of an unwanted listing. You can tell it’s not verified, because it’s marked “claim this business” in Google Maps or “own this business?” in the knowledge panel.

Once you’ve verified the listing, you can take next steps to manage it if it’s problematic.

Take Control of a Listing Someone Else Verified

You need to take control of an unwanted listing, but someone else has verified it. You can tell it’s verified, because it lacks the attributes of “claim this business” in Google Maps or “own this business?” in the knowledge panel.

  • Contact Google via these steps
  • Google will contact the owner
  • If Google doesn’t hear back from the owner in one week, you can verify the listing

There are some anecdotal accounts of owners being able to prove to Google their rights to control a listing based on their control of an email address that matches the website domain, but no guarantees. You may need to seek legal counsel to mediate resolution with a third party who refuses to relinquish control of the listing.

Manage a Duplicate Listing for a Brick-and-Mortar Business

Your business serves customers at your location (think a retail shop, restaurant, law practice). You find more than one listing representing the business, either at its present location, at an incorrect location, or at a previous location.

  • If the address exactly matches the correct, current address of the business, contact Google to request that they merge the two listings into one.
  • If the address contains an error and the business never existed there, use the “suggest an edit” link on Google Maps, toggle the yes/no switch to “yes,” and choose the “never existed” radio button.
  • If the address is one the business previously occupied, see the section in this table on business moves.

If reviews have become associated with a business address that contains an error, you can try to request that the reviews be transferred PRIOR to designating that the business “never existed” in Google Maps.

Manage a Duplicate Listing for a Service Area Business (SAB)

Your business serves customers at their locations (think a plumber, landscaper, or cleaning service). You find more than one listing representing the business.

  • Once you’ve verified the duplicate listing, contact Google to request that they merge the two listings into one.

Remember that Google’s guidelines require that you keep addresses for SAB listings hidden.

Manage an Unwanted Listing for a Multi-Practitioner Business

The business has multiple partners (think a legal firm or medical office). You discover multiple listings for a specific partner, or for partners who no longer work there, or for partner who are deceased.

  • Unfortunately, Google will not remove multi-practitioner listings for partners who are presently employed by the business.
  • If the partner no longer works there, read this article about the dangers of ignoring these listings. Then, contact Google to request that they designate the listing as “moved” (like when a business moves) to the address of the practice — not to the partner’s new address. *See notes.
  • If, regrettably, a partner has passed away, contact Google to show them an obituary.

In the second scenario, Google can only mark a past partner’s listing as moved if the listing is unverified. If the listing is verified, it would be ideal if the old partner would unverify it for you, but, if they are unwilling to do so, at least try to persuade them to update the listing with the details of their new location as a last resort. Unfortunately, this second option is far from ideal.

On a separate note, if the unwanted listing pertains to a solo-practitioner business (there’s a listing for both the company and for a single practitioner who operates the company), you can contact Google to ask that they merge the two listings in an effort to combine the ranking power of the two listings, if desired.

Manage a Listing When a Business Moves

Your company is moving to a new location. You want to avoid having the listing marked as “permanently closed,” sending a wrong signal to consumers that you’ve gone out of business.

  • Update your website with your new contact information and driving directions
  • Update your existing GMB listing in the Google My Business dashboard. Don’t create a new listing!
  • Update your other local business listings to reflect your new info. A product like Moz Local can greatly simplify this big task.

Be sure to use your social platforms to advertise your move.

Be sure to be on the lookout for any new duplicate listings that may arise as a result of a move. Again, Moz Local will be helpful for this.

Google will generally automatically move your reviews from your old location to your new one, but read this to understand exceptions.

Manage a Listing Marked “Permanently Closed”

A listing of yours has ended up marked as “permanently closed,” signaling to consumers that you may have gone out of business. Permanently closed listings are also believed to negatively impact the rankings of your open business.

  • If the “permanently closed” label exists on a verified listing for a previous location the business occupied, unverify the listing. Then contact Google to ask them to mark it as moved to the new location. This should rectify the “permanently closed” problem.
  • If the permanently closed listing exists on a listing for your business that someone else as verified (i.e., you don’t control the listing), please see the above section labeled “Take Control of a Listing Someone Else Verified.” If you can get control of it in your dashboard and then unverify it, you’ll then be able to contact Google to ask them to mark it as moved.

The “permanently closed” label can also appear on listings for practitioners who have left the business. See the section of this chart labeled “Manage an Unwanted Listing for a Multi-Practitioner Business.”

Manage a Merger/Acquisition

Many nuances to this scenario may dictate specific steps. If the merger/acquisition includes all of the previous physical locations remaining open to the public under the new name, just edit the details of the existing GMB listings to display that new name. But, if the locations that have been acquired close down, move onto the next steps.

  • Don’t edit the details of the old locations to reflect the new name
  • Unverify the listings for the old locations
  • Finally, contact Google to ask them to mark all the old locations listings as moved to the new location.

Mergers and acquisitions are complex and you may want to hire a consultant to help you manage this major business event digitally. You may also find the workload significantly lightened by using a product like Moz Local to manage the overhaul of core citations for all the businesses involved in the event.

Manage a Spam Listing

You realize a competitor or other business is violating Google’s guidelines, as in the case of creating listings at fake locations. You want to clean up the results to improve their relevance to the local community.

  • Find the listing in Google Maps
  • Click the “suggest an edit” link
  • Toggle the yes/no toggle to “yes”
  • Choose the radio button for “spam”
  • Google will typically email you if/when your edit is accepted

Google doesn’t always act on spam. If you follow the outlined steps and don’t get anywhere with them, you may want to post the spam example in the GMB forum in hopes that a Top Contributor there might escalate the issue.

Unfortunately, spam is very common. Don’t be surprised if a spammer who gets caught comes right back on and continues to spam.

Manage a Listing with Bad Reviews

Your company is embarrassed by the negative reviews that are attached to its GMB listing. You wish you could just make the whole thing disappear.

  • If the reviews violate Google’s policy, consider these steps for taking action. Be advised that Google may not remove them, regardless of clear violations.
  • If the reviews are negative but genuine, Google will not remove them. Remedy the problems, in-house, that consumers are citing and master responding to reviews in a way that can save customers and your business.
  • If the business is unable to remedy structural problems being cited in reviews, the company may lack the necessary components for success.

Short of completely rebranding and moving your business to a new location, your business must be prepared to manage negative reviews. Unless consumers are citing illegal behaviors (in which case, you need legal counsel rather than marketing), negative reviews should be viewed as a FREE blueprint for fixing the issues that customers are citing.

Bear in mind that many unhappy customers won’t take the time to complain. They’ll just go away in silence and never return to your business again. When a customer takes the time to voice a complaint, seize this as a golden opportunity to win him back and to improve your business for all future customers.

Whew! Eleven common Google My Business listing management scenarios, each requiring its own set of steps. It’s my hope that this chart will not only help explain why few cases really come down to deleting GMB listings, and also, that it will serve as a handy reference for you when particular situations arise in your workday.

Helpful links

  1. If you’re not sure if you have problem listings, do a free lookup with the Moz Check Listing tool.
  2. If you’re a Moz Pro member, you have access to our Q&A forum. Please feel free to ask our community questions if you’re unsure about whether a GMB listing is problematic.
  3. The Google My Business Forum can be a good bet for getting advice from volunteer Top Contributors (and sometimes Google staffers) about problem GMB listings. Be prepared to share all of the details of your scenario if you post there.
  4. If you find yourself dealing with difficult Google My Business listing issues on a regular basis, I recommend reading the work of Joy Hawkins, who is one of the best technical local SEOs in the industry.
  5. Sometimes, the only thing you can do is to contact Google directly to try to get help with a tricky problem. Here is their main Contact page. If you’re a Google Adwords customer, you can phone 1-866-2Google and select the option for Google My Business support. Another way to seek help (and this is sometimes the fastest route) is to tweet to Google’s GMB Twitter account. Be advised that not every Google rep has had the benefits of complete training. Some interactions may be more satisfactory than others. And, if you are a digital marketer, do be prepared to set correct client expectations that not all problems can be resolved. Sometimes, even your best efforts may not yield the desired results, due to the limitations of Google’s local product.

Why it’s worth the effort to work to resolve problematic Google listings

Cumulatively speaking, inaccurate and duplicative listings can misinform and misdirect consumers while also sapping your ranking strength. Local business listings are a form of customer service, and when this element of your overall marketing plan is neglected, it can lead to significant loss of traffic and revenue. It can also negatively impact reputation in the form of negative reviews citing wrong online driving directions or scenarios in which customers end up at the old location of a business that has moved.

Taken altogether, these unwanted outcomes speak to the need for an active location data management strategy that monitors all business listings for problems and takes appropriate actions to remedy them. Verifying listings and managing duplicates isn’t glamorous work, but when you consider what’s at stake for the business, it’s not only necessary work, but even heroic. So, skill up and be prepared to tackle the thorniest situations. The successes can be truly rewarding!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!


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#8 Most Read Article of 2014: Google Warns Local Businesses: You Have 3 Weeks to Save Your Places Listing

Google is alerting some local businesses that they must update and save their Google Place listings, or lose it. Meanwhile, Google has made a change designed to make it easier for new business owners to set up their Google+ Local listing.

Home – SearchEngineWatch

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Google Adds Local Availability, Local Storefront for Product Listing Ads

Google has unveiled two new local features for product listing ads (PLAs) to a limited number of retailers: local availability and local storefronts. These ads will tell customers when a product is available for purchase in a local physical store.
Search Engine Watch – Latest

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It’s Search Marketing, not Search Listing, *&^&$%^!

Posted by Yoast

I gave a talk this week at SEO Day in Cologne, Germany, about optimizing for clicks, not just rankings. The premise of my talk was: SEOs tend to think their job is done when they’ve got their top 3 / top 5 listing, when in fact you’re only half way when you’ve reached that.

For those interested, you can see my slides here:


It annoys me that we talk about rich snippets this much, and 90% of the implementations of rich snippets are reviews and ratings, and most of them are, excusez le mot, shit, at best. You’ve probably seen your own share of listings where there are 5 or 6 ratings in a search result, all 4 or 5 stars and all nonsense.

There’s more to rich snippets! There’s more to “standing out” in the SERPs. This is why I built my Video SEO plugin: Video is a really cool way to stand out in the search results. That’s why I love rel=author: it allows you to choose your own picture, to stand out in the search results. And even then, when we get to choose the picture, we forget to market. I use a light blue background for my author image. It stands out. Why do hardly any other people do that?

As I was telling people during that presentation, as you can see in the slides above, SEO and PPC combined form a trade that is called SEM: Search Engine Marketing. No, SEM is not just PPC. That M, for Marketing, is the bit that loads of SEOs seem to forget. I admit, I too like reading about Google patents all day long, I can even enjoy the occasional bit of correlation / ranking research and I can fully geek out on running my own tests and tools too. But that’s only part of what an SEO needs to do.

The most successful SEO campaigns I’ve seen in the last years were campaigns that were properly combined with television advertising and other forms of marketing. But you don’t even have to go that far.

What SEOs should learn from PPC people

A lot of “old-school” SEOs, myself included, speak about PPC with some disdain, calling it “checkbook SEO” and “anyone can do that”. When I do so, I do so in jest, and I know that most of my friends who say stuff like that mean it that way too. But we’re probably not helping our industry when we do that, because the one thing that PPC guys and girls do best, is the one thing that most SEO’s suck at the most: optimization for clicks.

No AdWords campaign will survive if it doesn’t have a decent CTR. SEO campaigns with a ridiculous CTR did survive over the last few years, but it’s getting harder. Some of the research we’ve seen recently is showing that Google is using CTR as a ranking factor in organic search too, which makes sense. They’re measuring bounces back to search result pages too, which makes sense as well.

So talk to your PPC guy or girl and go over your titles and descriptions with them, heck, try some AdWords copy in those meta descriptions. It sometimes works wonders!

Conversion Rate Optimization starts in the SERPs

On conferences, you’ll see tracks about SEO and tracks about Analytics. You’ll see tracks about Conversion Rate Optimization. But you’ll never see a track about SEO and Conversion Rate Optimization at the same time. But that exactly is what we should be studying. How does the title I use for the search results affect not only my ranking, but also my conversion and bounce rate.

Am I making good on the promise I’m making in the SERPs with my title and description, on the page that people land on? That is the question you should be answering when you got that ranking. And when the answer isn’t a very clear “YES!”, you’ve got more work to do, even though you’ve achieved that ranking.

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!


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