October 2019

Auto-Replies for Reviews

If you read our blog often, you already know best practice for responding to reviews is to respond within 24 hours. That can be tough, especially for businesses who receive reviews on a regular basis! Google is testing an AI (artificial intelligence) tool to help business owners respond more quickly. While the responses are not “automatic,” they are populated with recommended content that business owners can use to complete their responses.

The feature is only available to select businesses at this time. If you notice the feature on your listing, let us know!

Google’s Free Website Tool

If you didn’t already know, your Google Listing has a free website. Google weighed in this month on when a business needs to create a website.

“If your business only has a physical storefront, then Google recommends starting with Google My Business. This still allows a business to get found in search results without investing the same amount of time and effort as it takes to build a website.

If your business sells products online, then Google actually recommends investing your time in social media before building a custom website. Google suggests building a strong social media presence while maintaining a basic e-commerce storefront.

When a business grows, then Google recommends investing in a custom website built from scratch. Alternatively, you could also use a content management system (CMS) such as WordPress.”

Google also stressed the importance of keeping your website up to date. Whether hours and location or fresh content, Google closely watches for site updates.

Q & A Features

If customers regularly post questions on your listing, you will want to keep an eye out for feature bugs. Some businesses even report their Q&A features are completely gone.

Google Reminders

In the last two months, the number of reminders from Google to post to our listing or congratulating us for successfully posting has tripled! Google wants to ensure we do not forget about our listing and even encourages us to post “sales” information.

SMS Messaging Ends

SMS Messaging (Text Messaging) from listings is gone. It is replaced with “Messages” within your Google My Business app. If you have not installed the app, and you are a business owner or listing manager, you need to have this app at your fingertips. Customers expect near instant responses and you’d hate to lose the customer to a competitor.

Being able to have multiple people managing a business listing and able to respond to customers is much more convenient than a single person and a single text messaging device. Kudos to Google for recognizing that.

Find the apps here: Google  Apple

Animated GIFs from Mobile

When is the last time you uploaded new photos to your listing? Move over photos, videos and gifs (from mobile) are an option! **But we aware that customers can also upload GIFs!**

September 2019

Here’s a quick summary of the latest updates to the #1 online Listing service.

Restaurants Can Opt-Out

• Google My Business is letting restaurant listings remove links to online ordering. If you are a restaurant owner, and would like to opt-out, just complete this form. To read more, check out the details here.

New Service Options

• Local service businesses will be pleased to see an increase in the categories or attributes they can use to describe their business. For example, plumbers can now select an attribute like, “fix leaks.” Look to the left-hand menu for Services to determine what options are available for your business.

Service-Area Removal

• Many local service businesses list multiple locations and a wide service-area in their Listing. Don’t be surprised to discover that this “service-area” has been removed. Customers were complaining the search results were bloated with businesses unable to serve them; thus Google cleaned up this feature.
• Businesses must now select specific cities, provinces, states, etc.
• Find this setting in Info -> Service Area.
• Learn more here.

Free Website

• Not new but still free! Build your first website for free with Google here.

Small Business with Google

• Imagine if Google planned your digital marketing plan. They will – for free!! Check it out here.

August 2019

Online Booking seems to be all the rage these days; with claims of the hours it will save going back and forth to book appointments. With that in mind, we went on a mission to set up online booking on our Google business listing. After a few days of toil, SUCCESS!

Online booking has long been available on our website but direct access for new clients and existing clients makes it super easy. And as an added bonus, text confirmations are included for free! Our booking is set up with Square because there is no additional fee to use Appointments.

Confirm Your Amenities

Google recognizes how important accurate details are on your listing and has given hotels greater abilities to amend their amenities. It’s not hard to figure out that a hotel property listing that claims to have a pool, but doesn’t, is going to receive a number of complaints from customers.

Amenities can be revised in the Info section of a listing.  If a customer has commented on features they “thought” you offered, it would be a great idea to check your listing!

Messaging Insights

If you have Messaging turned “on” in your listing, you can now see how Google measures your responsiveness.

The more responsive you are, the more Google will prompt your listing near the top. To turn Messaging on, log in to your listing at business.google.com, and click Messaging on the left hand side. If you do not see the option, then it is not available for your listing/business category yet.

Saving the Best for Last!

BULK Review Management & Responding

You read that right. If you have more than one location or more than one listing, this is a dream come true. Log in to your listing and go here: business.google.com/reviews. You will see a combined set of reviews from all of the listings.

Not sure how to respond? Check out this video we published on responding to reviews.

July 2019

Poof! And just like that, summer in Canada is half over.

While summer seems to be disappearing, Google My Business users are seeing a few disappearing acts of their own. And not in a good way.

Last month we heard reports of disappearing reviews on Google Listings.

At the time the reports were sporadic and unconfirmed. Google later spoke to the issue only to say it was aware that a small number of business owners were indicating legitimate reviews were missing and explained that in an attempt to clean up fake reviews, these authentic reviews were inadvertently removed. Google claims the issue is fixed and advises business owners that if you are still missing reviews; they’re not coming back!

Get a Quote

If you are a Better Business Bureau member, one of the benefits of membership is the ability for customers to request a quote directly from your listing. There are early reports indicating a “Request a Quote” button is coming to your listing soon; keep a close eye on the feature and be sure to test it before a customer does!

In order for Request a Quote to be active, you must turn on Messaging in your listing. To turn on Messaging, log in to business.google.com, look to the left on desktop for “Messaging” and toggle the option “on” using an SMS-capable phone number. On mobile, select from the profile options, toggling the feature “On.” 

Google strives to make it as easy as possible for customers to contact and do business with a local business. By responding quickly, you can increase your business’ likelihood that you will acquire a new customer.

Listing Insights and Dashboard Redesign

Ever wonder how your business listing Insights compare? Google tells us on average 1000 people view a business listing in a month. The most viewed listings are in the Hotel industry with 13,000+ views per mos.

84% of viewers see your listing after searching for a business in a specific category. For example, based on the current location and a search for gas stations, here are the search results.

These three results (spelling mistakes and all!) are what Google expects most closely match the search terms. Each of these listings will indicate one additional Discovery view, simply because they were viewed once.

As a business owner, likely wanting to increase sales and customer visits, the key measure is conversions. Conversions are how many people contact your business based on seeing your listing. Your listing tracks visits to your website, phone calls and requests for directions. It is ONLY these actions that Google counts as a conversion.

On average, business owners see a 5% conversion rate on their Google business listing.

If your listing is viewed 1000 times per month, a 5% conversion would represent 50 actions on your listing.

Google also points out there is a very strong correlation between the number of photos on your listing and the number of views. Speaking of photos, are you seeing a more visual dashboard, with larger photos and better selections? Not everyone is, but you can be sure it is coming your way!

POI Category 

What the heck? You never added a POI category to your listing. Where did this come from? Google added a new POI (Point of Interest) category to listings based on location. While it is not clear how locations were chosen, it seems like an added bonus if Google sees your location as a POI.

June 2019

Is Google My Business Your Next Social Network?

Google added new features in the last update including the ability for customers to “Follow” your listing and for business owners to create Welcome Offers that customers can save.

Customers will see updates from businesses they follow in Google Maps with highlights and offers. Find the “Follow” button below a business name (under BLG Business) and the prompt to “Create a Welcome Offer” in blue on the Above the Fold listing.

Follow button…>>>

And Create a welcome offer… >>>

Shortnames and Custom URLs are Available

If you’ve read this blog post before, you know how often “asking for reviews” is mentioned. Google teased shortnames and custom urls a couple months ago and made good on the promise this month. Head on over to your listing to create your own custom url. Here are examples of what you will see after you create your own.

Listing link
g.page/abovethefoldmarketing/

Review link
g.page/abovethefoldmarketing/review

>>>Only one business will be able to use each @shortname thus be sure to set your name quickly!<<<

In a few more months, customers will be able to search Google Maps by these short names making it easier and faster for customers to find you.

Pictures Do Say 1000 Words

Did you know you can add pictures and videos to your listing? Businesses can now add a logo to their profile, upload photos that are displayed in a new dynamic module on their profile (and soon with captions) and set a profile cover photo.

What a great way to engage your customers as they want to learn more about your business. Imagine creating video of the inside of your store, introducing your team or showcasing your products and specials through video. Google continues to measure your uploads against competitors. No harm in being in the lead. 🙂

Order a Personalized Marketing Kit

Google introduced a Marketing site for small businesses to order personalized materials. Both hard copy and digital materials can be created. A few readers might remember an early blog post mentioning Small Thanks with Google. This site is replace by the new marketing kit site. Go create your custom marketing materials here.

And finally…

Be a Local Favourite

Google is going to highlight the top five percent of businesses in a particular category with a “Local Favourite” designation. This designation will earn your business a, “badge of honor.” This could mean some big wins in certain business categories. Stay tuned for more information next month!

May 2019

April 2019

Google is Considering Paid Premium Services

This news is going to wake up a lot of business owners! And likely wake them up on the wrong side of the bed.

Announced on Twitter on April 28th, the first user received a request to complete the Google My Business survey regarding premium services. The 20-min long survey asked for details including service preferences, willingness to pay and payment thresholds.

The survey was only sent to a select group of industries and this screenshot lists most of the industries invited to participate (Is yours listed?). Google often rolls out new services and features to select locations and industries and it appears this roll out will be similar. If you’d like to complete the survey and let Google know you are not OK with Paid Premium Services, click here. (All links open in a new window.)

Google wants you to toot your horn this month!

Google introduced “suggested” Reviews to post to your Google My Business Listing. Google will automatically suggest 4 or 5 star Reviews added within the last month or so, to be shared as a Post. These Reviews will display on Google Maps as well and in search results. Talk about a BIG push in the right direction to get business owners asking for Reviews.

As always, Google will roll out the feature in stages, so if you are not prompted when you sign in to business.google.com, don’t fret, when the feature is available and you have eligible Reviews, you will get a prompt. No muss, no fuss. Google lets you know when your business is eligible.

Here’s the show stopper… Google will allow you to edit the Review before you share it. Maybe the business name is not quite right, or a price is listed. You can edit the content prior to sharing. You can also add up to 10 images to provide context to the Review and a Call to Action (CTA) to encourage new customers to inquire.

Prefer not to wait until Google offers you the service? Want to share a Review now? Try these simple tips:

1. Log into business.google.com
2. Select Reviews from the left menu
3. Choose the Review you’d like to share
4. Click the three dots on the right-hand side to “Copy Link”
5. Paste this link along with text to social media or on your website (if you have the functionality).

Small Thanks with Google

Don’t see “suggestions” yet? Here is another free tool (opens in a new window) to generate social media posts, videos and printable materials based on your Google Listing.  You can create window clings, social media shareables based on Reviews and even business hours, or create a super fun custom view. Check it out below.

What’s Google’s Motivation Behind Promoting Reviews?

Google is taking on TripAdvisor for Reviews. You might remember a few months ago, Google added the ability to book hotel rooms directly from a Listings. Google recognizes the value of keeping traffic on their site, thus adding the most frequently used options directly to a business listing reduces the need for traffic to leave the Google search platform.

Short Names and Vanity URLs

Have you ever tried to ask a customer for a Review and had to send them a great big long link? Not sure how to find that link? You can check it out here.

With the addition of short names and vanity URLs you can add g.page/[yourawesomebusiness]. So instead of g.page/abovethefoldonlinemarketingservicesinc, we become g.page/abovethefold. Whew!

Keep in mind you need between 5 & 32 characters in your short name and can use the short vanity URL to request reviews, send directions or business hours or display products on your Listing.

When the feature is available to your business, you will find it in the Info menu, then click ‘Add profile short name.’

Product & Service Menu

The Product & Service menu (in the Info tab) is finally visible from mobile!

Depending on your industry, some businesses report seeing their menu items displayed (restaurants) on both mobile and desktop while others state that services can only be seen on mobile. Here is a sample service menu.

Google’s AI Duplex Roll Out

Available on all Android phones across the US, Duplex, Google’s AI system for bookings and reservations continues to gain momentum. Try it out by saying, ‘Hey Google. Make me a restaurant reservation.”

Guaranteed by Google

Guaranteed by Google is available across the US and in select regions in Canada. The Google Guarantee Program provides a “star” or approved label in Listings and Ads to businesses who undergo a complete inspection and review by Google. These businesses are “guaranteed” by Google to provide excellent service and value to customers. Some of the industries currently included in the program are plumbers, locksmiths and HVAC services.

It is expected more markets and industries will be included shortly.

March 2019

Google is demonstrating a real commitment to improvements for business on their Google My Business platform lately. With ongoing enhancements, you can expect to see a fresh new look when you log in next time. Updated colours and graphics give the Home menu a more modern feel with direct access to the most common features.

Along with updates graphics, businesses now have larger cover images and photos to show off their business, staff, location and products.

A Walk-Thru Plan

New to Google My Business or recently verified your Listing? Google created a walk-thru “Plan” customized to your Listing, indicating the work YOU need to do. Look for this link at the top of your Home menu.

Or watch for this pop-out on the right hand side of your screen on desktop.

Google will give you a Task list including responding to Reviews, update photos and take a closer look at your Insights. Keeping on top of the recommended Tasks from Google will help promote your Listing and improve your search rank results.

February 2019

February saw continued improvements for Service-area businesses, right from start-up to well-established.

Info

If your business serves customers at their location, or within a specific area, check out the new ways for customers to find you based on how you want to manage your customer communication.

Hotel Industry Rejoice!

Google must think the most frequently asked question in a hotel is check-in and check-out time because you can now add it to Google My Business. If your Listing is marked “Hotel” you will see this option in Info.

Reviews

Google is making it easier to respond to Reviews. Business owners can now respond to reviews right from Google Maps on desktop. Best practices for responding to Reviews are to respond with 24 hours. Need a hand responding? Check out this handy video!

Listing owners and users can now leave Reviews with #hashtags to keep like-minded comments together. #FamilyFriendly #SundayBrunch #SinglesOnly will help steer customers in the right direction.

DYK: You can now share the places you love & why you love them by including hashtags in reviews on @googlemaps. And business owners can also add hashtags to their posts on Google through @GoogleMyBiz. pic.twitter.com/CcG7YbLltQ

Spam Detection

Google will never call you to confirm details on your listing, offer to optimize your listing or threaten to close your listing. These are spam phone calls and if you receive a call protect yourself. Do not give any personal or identifying information.

January 2019

Another exciting month of changes is behind us as Google continues to change up their plans. 2019 will see the end of some significant Google apps, namely Google+ and Allo. While Google+’s loss seems to be minimal, for those tied into Google My Business Messaging, Allo is a bigger deal.

Messaging

Allo, Google’s Messaging app, is saying good-bye in March 2019. Predictions are that Messaging within Listings will also go away, however it was recently noticed that some Listings display a larger, more prominent “Message Business” button. Many are hopeful that Google will allow messaging through an app, or through a mobile device.

For many businesses, Listing Messaging is tied into chatbots and drip sequences. If your business relies on Messaging, stay tuned for more updates!

In the example below, you can see two options to Message the business. One in “Message” and the other in “Contact us now.”

Add Products and Services

Restaurants are long since familiar with the ability to add their menu, pricing and delivery information to Google Listings but most business categories will now see an option to add Products or Services within Info. Businesses can add numerous types of products and services including pricing to the Listing. Interestingly, content added here is only visible on a mobile device AND according to a Google spokesperson, this content does not influence search results.

Don’t let that sway you! In true Google fashion, what does not influence search today is bound to be a top performer tomorrow!

Mobile App

Google updated the 2014 mobile app on Android and iOS to include robust features such as Posting, Locations, Customers, Profiles and more. Most users will find the new app meets all their Listing management needs.

Agencies, however, are not able to use the app to service multiple clients at the same time.

Posts

Many users report seeing a decline in views and clicks to their Posts. Some business categories indicate Posts are no longer visible in search results. Google claims this is a temporary reduction but we are watching this trend closely.

For the time being, we recommend continuing to post keyword-friendly content to your Listing.

Google Guarantee

For a very select few business categories, Google is testing a Google Guarantee Program. This gives a business an “endorsed by Google” badge and drastically increases consumer confidence. Read the details on Google’s support page.

Agency Users

If you are an agency user, like Above the Fold, good news this month! Within the Agency dashboard, spreadsheets can be uploaded and downloaded to quickly integrate customers with multiple locations.

Spam Detection

Google will never call you to confirm details on your listing, offer to optimize your listing or threaten to close your listing. These are spam phone calls and if you receive a call protect yourself. Do not give any personal or identifying information.

Mobile

To enter the verification code you receive:

1. Sign in to Google My Business.
2. If you’re managing multiple businesses, choose the one at the address where you received the postcard.
3. Click Verify location from the menu (or click the Verify now button) and follow the prompts to complete verification.