12 Google My Business Problems & How to Solve Them

# Google My Business
Problems & How to Solve
Them
Joy Hawkins
Imprezzio Marketing
@JoyanneHawkins

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

• 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

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.

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#

Problem 2: Google can’t understand my
address!
Does Google understand that
is actually the same as:
6770 South Sheridan Road E
6770 S Sheridan Rd
@JoyanneHawkins

• 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

• 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:

Problem 3: Google My Business phone
support is telling me my ranking is dropping
because I’m not posting on Google Plus
@JoyanneHawkins

• 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

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

Problem 4: Google shows “permanently
closed” when you search my business name.
• 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

• 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

Solution:
To fix it, contact Google My Business via Twitter Support and
asked them to mark the old location as moved.
@JoyanneHawkins

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

• 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

• When you set your location
to Tampa and search just
“handyman” they are B
@JoyanneHawkins

@JoyanneHawkins
Their mailing address:
5314 N Falkenburg Rd
Tampa, FL, 33610
Their physical address is not in Tampa!

@JoyanneHawkins
Step 1: Go to Google Maps
and search the city, state

@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.”

@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.”

@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.

@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:

Problem 6: I have no idea how to search
for duplicate listings for my business anymore!
Method 1: MapMaker
Search for:
• business name
• phone number
@JoyanneHawkins

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)

@JoyanneHawkins
Listings
using the
same address
http://searchengineland.com/definitive-
guide-duplicate-research-local-seo-238719Further Reading:

Problem 7: Google is showing a listing
for one of the professionals at my office instead
of the office itself
@JoyanneHawkins

@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

@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

@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

Problem 8: Why did Google suspend my
page? Why won’t they tell me why they
suspended it?
Spam is a REAL problem.
@JoyanneHawkins

• 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

• 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

• 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:

Problem 9: My competitor is creating a
bunch of fake listings, and they’re outranking
me!
@JoyanneHawkins

11 don’t exist (7 removed as spam + 4
pending removals)
2 edited to remove keyword stuffing
3 actual legit company listings
@JoyanneHawkins

@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

@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

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

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

Problem 10: Why is Google showing
something different than what’s in the GMB
dashboard?
• 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

Problem 11: Why does Google keep
auto-updating my hours?
@JoyanneHawkins

The Tuesday’s confused Google
@JoyanneHawkins

@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:

Problem 12: What is the best way to
keep up with changes in how Google
interprets/enforces its guidelines?
• Whitespark Pulse
• GMB Forum News &
Updates Board –
Subscribe to RSS Feed
• New Google My
Business Features
page (Through
ChangeDetection.com)
@JoyanneHawkins

12 Google My Business Problems & How to Solve Them

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12 Google My Business Problems & How to Solve Them