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12 Google My Business Problems & How to Solve Them

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My presentation from Local U in Williamsburg - March 2016 about how to troubleshoot Google My Business issues.

Problem 1: Google is sending customers to my old address
Problem 2: Google can’t understand my address!
Problem 3: Google My Business phone support is telling me my ranking is dropping because I’m not posting on Google Plus
Problem 4: Google shows “permanently closed” when you search my business name.
Problem 5: I am located outside the city I want to rank for
Problem 6: I have no idea how to search for duplicate listings for my business anymore!
Problem 7: Google is showing a listing for one of the professionals at my office instead of the office itself
Problem 8: Why did Google suspend my page? Why won’t they tell me why they suspended it?
Problem 9: My competitor is creating a bunch of fake listings, and they’re outranking me!
Problem 10: Why is Google showing something different than what’s in the GMB dashboard?
Problem 11: Why does Google keep auto-updating my hours?
Problem 12: What is the best way to keep up with changes in how Google interprets/enforces its guidelines?

Publié dans : Marketing

12 Google My Business Problems & How to Solve Them

  1. 1. # Google My Business Problems & How to Solve Them Joy Hawkins Imprezzio Marketing @JoyanneHawkins
  2. 2. Problem 1: Google is sending customers to my old address Presenter Name : Company Name : Twitter Handle “We relocated our business in May of 2015. Since then, when you ask for directions, Good Maps sends the customers to our old location. I have made MULTIPLE requests to have this corrected, and nothing has ever been done. This is costing me money... I just had a frustrating call with GOOGLE MY BUSINESS and that was totally useless. Who can help? I have read in this forum that others have had the same issue and that this is a known Google issue with relocates.” https://productforums.google.com/forum/#!topic/maps/nfwRsTK8CWA
  3. 3. • This happens because there are actually 2 markers for each business in Google Maps • The first is where the place label & map marker goes • Users can update this via Google Maps, Google MapMaker • The second is the one that directions uses. • Only Google can update this one
  4. 4. Presenter Name : Company Name : Twitter Handle https://productforums.google.com/forum/#!topic/maps/dZPaqi6p4Ks • When a business moves, they update marker #1 and sometimes the direction marker follows…and sometimes it does not • When it does not, this causes driving directions to go to the old location.
  5. 5. Solution: http://www.joyannehawkins.com/why-your-driving- directions-might-be-wrong-on-google-maps-after-you-move/ Contact Google to fix • Phone Support: https://support.google.com/business/contact/business_c2c_l?hl=en&rd=2#cft=5 • Twitter: https://twitter.com/GoogleSmallBiz • Forum: https://www.en.advertisercommunity.com/t5/Google-My-Business/ct-p/GMB#
  6. 6. Problem 2: Google can’t understand my address! Presenter Name : Company Name : Twitter Handle Does Google understand that is actually the same as: 6770 South Sheridan Road E 6770 S Sheridan Rd @JoyanneHawkins
  7. 7. • Head over to Google MapMaker and pull up your listing • Click to edit the listing on MapMaker (don’t actually submit any edits) • Do the different fields actually go in the appropriate boxes? @JoyanneHawkins
  8. 8. • If Google can’t normalize your address they might think it’s a new street and add the format you used to their list (not at all ideal). • Go back to GMB, edit the listing, and enter the street name exactly how MapMaker has it (in this ex: S Sheridan Rd) Correct – what Maps has Wrong – was in GMB http://www.whitespark.ca/acceptable- google-maps-nap-abbreviations-and- variations Further Reading:
  9. 9. Problem 3: Google My Business phone support is telling me my ranking is dropping because I’m not posting on Google Plus Presenter Name : Company Name : Twitter Handle @JoyanneHawkins
  10. 10. • In 2014, Google phone support reps were telling people the description was a ranking factor • A few months ago, they were telling people that posting on Google Plus would help • I’ve had several cases where different reps gave me opposite advice for the same situation when I called in twice. @JoyanneHawkins
  11. 11. Solution: Twitter Support! https://twitter.com/GoogleSmallBiz  Faster (no repeating yourself, spelling out words on the phone…etc)  You get someone in the USA, not India  Better & more accurate advice Keep in mind you will only hear from them during business hours (PST) @JoyanneHawkins
  12. 12. Problem 4: Google shows “permanently closed” when you search my business name. Presenter Name : Company Name : Twitter Handle • The most common case for this is when a business moves and they had duplicate listings before the move happened. • Updating their address in GMB only updates the address on the one listing @JoyanneHawkins
  13. 13. Presenter Name : Company Name : Twitter Handle • It takes the “old” address on Maps and 302’s it to the new location • The “old” listing will completely vanish from Google Search and Google Maps, making it impossible for customers to accidentally see. • Since the listing doesn’t show up anywhere, the “Permanently closed” message won’t show up anywhere, either. • Reviews from the closed listing will transfer to the new listing (double-check to make sure that happens). There is a “Moved” feature on Google Maps @JoyanneHawkins
  14. 14. Solution: To fix it, contact Google My Business via Twitter Support and asked them to mark the old location as moved. @JoyanneHawkins
  15. 15. Problem 5: I am located outside the city I want to rank for • Having a physical address in the city is the #1 local search ranking factor • Physical addresses are different than mailing addresses! @JoyanneHawkins
  16. 16. • This business is first organically • They don’t have any major NAP issues • They are using the proper categories • They’ve been established at this location for years • Why don’t they rank in the 3-pack for “handyman Tampa”? @JoyanneHawkins
  17. 17. • When you set your location to Tampa and search just “handyman” they are B @JoyanneHawkins
  18. 18. @JoyanneHawkins Their mailing address: 5314 N Falkenburg Rd Tampa, FL, 33610 Their physical address is not in Tampa!
  19. 19. @JoyanneHawkins Step 1: Go to Google Maps and search the city, state
  20. 20. @JoyanneHawkins Step 2: Go to MapMaker Search the city name, and zoom into the map until you see the location of your business. Click the red “ADD NEW” button and select “Add a Place.”
  21. 21. @JoyanneHawkins Put the marker down on the map exactly where your business is. Select any random business category and a fake name, and hit “Continue.”
  22. 22. @JoyanneHawkins • On the record that comes up, the city that is automatically populated in the city box is most likely the one that Google Maps would consider your address to be in. • If it lists a county (as in this case), it’s most likely because the area you are in is unincorporated.
  23. 23. @JoyanneHawkins • Focus on organic for cities you’re not physically located in. • Getting the #1 organic spot results in a really high CTR. • Start tracking the keyword without the city (ex: “handyman”) • These types of keywords tend to get a higher search volume but a lower conversion rate Solutions https://moz.com/local-search-ranking-factors http://searchengineland.com/rank-high-organically-not-locally- case-study-240692 Further Reading:
  24. 24. Problem 6: I have no idea how to search for duplicate listings for my business anymore! Presenter Name : Company Name : Twitter Handle Method 1: MapMaker Search for: • business name • phone number @JoyanneHawkins
  25. 25. Method 2: Google Search “name/address/phone variation” “write a review” inurl:about site:plus.google.com @JoyanneHawkins Listings with same phone # (Especially SABs that aren’t on MapMaker)
  26. 26. @JoyanneHawkins Listings using the same address http://searchengineland.com/definitive- guide-duplicate-research-local-seo-238719Further Reading:
  27. 27. Problem 7: Google is showing a listing for one of the professionals at my office instead of the office itself Presenter Name : Company Name : Twitter Handle @JoyanneHawkins
  28. 28. Presenter Name : Company Name : Twitter Handle @JoyanneHawkins What Listings are Allowed? • Solo-practitioners are only allowed one listing total • Allstate: Bob Smith • ABC Dental: Dr Bob Smith • Public-facing professionals are allowed their own listing (ex: lawyers, doctors, realtors) • Support staff should not have listings • If a professional works out of more than 1 office, they can have 1 listing per location Best Scenario
  29. 29. Presenter Name : Company Name : Twitter Handle @JoyanneHawkins Strategies to Use • Find out which listing is currently ranking highest and make it the primary listing you try to get reviews on. • Try to keep categories from overlapping as much as possible • When categories do overlap (ex: 2 dentists), minimize the profile that ranks lowest. • Removing the website is a great way to minimize
  30. 30. Presenter Name : Company Name : Twitter Handle @JoyanneHawkins Example: Listing Category Website Field Law Firm Law Firm, Lawyer Domain.com (homepage) Lawyer A Personal Injury Lawyer Domain.com/personal-injury- page Lawyer B Criminal Justice Attorney Domain.com/criminal-law- page Lawyer C Divorce Lawyer Domain.com/divorce-lawyer- page *Check which page Google currently ranks highest organically for that term
  31. 31. Problem 8: Why did Google suspend my page? Why won’t they tell me why they suspended it? Presenter Name : Company Name : Twitter Handle Spam is a REAL problem. @JoyanneHawkins
  32. 32. • It is your job to know the rules and abide by them. • Google won’t help spammers get better by telling them how they were caught. • Google can see information about your activity (IP address etc) that others cannot see @JoyanneHawkins
  33. 33. • URL is a redirect • Business name contains keyword stuffing • Multiple listings for the same business Common Reasons why Listings get Suspended Soft Suspension = Listing Becomes Unverified Create new Google account, re-verify the listing, stop breaking the rules @JoyanneHawkins
  34. 34. • Address is virtual • Business doesn’t exist (pure spam/lead generating company) Common Reasons why Listings get Suspended Hard Suspension = Listing No Longer Exists in Maps/Mapmaker http://www.joyannehawkins.com/the-1- book-every-local-seo-needs-to-read/Further Reading:
  35. 35. Problem 9: My competitor is creating a bunch of fake listings, and they’re outranking me! Presenter Name : Company Name : Twitter Handle @JoyanneHawkins
  36. 36. 11 don’t exist (7 removed as spam + 4 pending removals) 2 edited to remove keyword stuffing 3 actual legit company listings @JoyanneHawkins
  37. 37. @JoyanneHawkins • A listing for an “SEO company” that was acquired by a larger marketing company over a year ago • A listing for a marketing company that tried to create a new name for just their SEO product (they had 2 listings at their actual office) • An SEO company that has all their employees work remotely and was using each of their home addresses to create multiple listings • An SEO company who apparently exists in Square One (a popular shopping mall) • An SEO company that is at the same address as the Fairmont Royal York Hotel The Fake Crap
  38. 38. @JoyanneHawkins How to Tell? • Does what’s listed match the website? • Call the phone number, see how they answer the phone. Say you’re calling to get directions. • Call from Gmail so they can’t call back • Check Street View. Does it show a UPS store or a residential address? Is there any signage for the business? • Search the address on Google to see who else is using it • Search for their business license on the Secretary of State website
  39. 39. Where to Report?  Report via MapMaker (usually takes a month)  MapMaker Forum  Google My Business Forum  Make friends with a Regional Lead (or become one) @JoyanneHawkins
  40. 40. What to Include • Do not reference 3rd-Party Sites as references (“Well Facebook lists him at…”) • Authoritative Sites = business website, government website • Include a LOT of details This is the address of the Fairmont Royal York Hotel (http://www.fairmont.com/royal-york-toronto/). They have condos that people stay at so I'm guessing someone verified this listing using an employee's address. I called the Fairmont and they confirmed they do not have office space and no one registered there named [company name]. [company name] does have a real office in Concord that you can see here: [insert link to other location] @JoyanneHawkins
  41. 41. Problem 10: Why is Google showing something different than what’s in the GMB dashboard? Presenter Name : Company Name : Twitter Handle • The GMB Dashboard is one of many sources Google gets information from. Others include: • Users via Maps & MapMaker • Data Providers (InfoUSA) • Information scraped from the business website @JoyanneHawkins
  42. 42. Problem 11: Why does Google keep auto-updating my hours? Presenter Name : Company Name : Twitter Handle @JoyanneHawkins
  43. 43. Presenter Name : Company Name : Twitter Handle The Tuesday’s confused Google @JoyanneHawkins
  44. 44. Presenter Name : Company Name : Twitter Handle @JoyanneHawkins Your Website is the Most Authoritative Citation! http://imprezziomarketing.com/seo- blog/seo/why-the-does-google-keep- updating-my-business-hours-a-case-study/ Further Reading:
  45. 45. Problem 12: What is the best way to keep up with changes in how Google interprets/enforces its guidelines? Presenter Name : Company Name : Twitter Handle • Whitespark Pulse • GMB Forum News & Updates Board – Subscribe to RSS Feed • New Google My Business Features page (Through ChangeDetection.com) @JoyanneHawkins
  46. 46. Thank You! @JoyanneHawkins

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