Do I need to give you my Google password?
No. You add us as a manager on your Business Profile, which takes a couple of minutes from the profile's settings. A manager can edit your information, publish posts and reply to reviews, but cannot add or remove users or delete the profile. You remain the owner throughout and can remove our access at any time.
What happens to my profile if I stop the service?
Your profile belongs to you, and it stays with you. Google keeps the replies, posts and other work we have published on the profile even after a manager's access is removed, so the improvements we make remain in place.
What if I do not have a Google Business Profile yet?
We can talk this through at your free assessment. Google needs the business itself to verify a new profile, because verification is how the owner proves the business is genuine. We will explain the steps and what Google may ask of you.
My profile is not verified. Is that a problem?
Until a profile is verified, the owner cannot properly manage its information or respond to customers. The verification options Google offers depend on your type of business, your region and other factors, so we look at your situation during the assessment and explain what is involved.
My profile has been suspended. Can you help?
A suspended profile has to be appealed through Google, and Google says appeal decisions can take up to five business days. We will look at the likely reason during your assessment and give you an honest view of what can be done. We cannot guarantee that Google will reinstate a profile, because that decision rests with Google alone.
Google shows the wrong information about my business. Can you correct it?
Yes, correcting inaccurate details is a central part of the rebuild. We update your hours, phone number, website, categories and description, and keep them accurate afterwards. Google reviews changes before they go live, so some updates can take a little time to appear.
There seem to be two listings for my business. What happens then?
Google allows only one Business Profile for each business, and duplicate listings can confuse customers. If we find a duplicate, we explain the situation and work through Google's process for resolving it with you.
Who provides the photographs?
The best photographs are genuine pictures of your work, your team and your premises, and we ask you to send us a regular supply from your phone. We choose the strongest images, add them to your profile on a schedule and tell you when we need more.
What will the weekly posts be about?
Posts cover your services, recent work, seasonal reminders, offers and news, written in a professional tone that suits your business. We agree the general approach with you at the start, so the posts sound like your business rather than a generic template.
Will you answer questions that customers ask on my profile?
Where Google offers the questions and answers section for your type of business and region, we answer questions accurately and promptly. Google currently makes this feature available only for selected categories and regions, so it may not appear on every profile.
Can customers message me through my Google profile?
Google withdrew its original Business Profile chat feature on 31 July 2024, so we do not offer messaging through your profile. Customers can still find and call you from Search and Maps, and visit your website. If you would like enquiries answered when you are busy, our AI employees can handle website chat and phone calls.
I work from home and travel to customers. Should my address be shown?
Google asks businesses that do not serve customers at their own address to remove that address and show the areas they cover instead, which can be up to 20 towns, postcodes or areas. We set this up correctly for you, so your profile follows Google's guidelines and shows customers where you work.
How do you decide which categories to use?
We start with the primary category that best describes what your business mainly does, then add any further categories that genuinely apply. We look at the categories used by well-established businesses in your trade locally and choose only those that accurately describe you.
I have more than one location. Can you manage them all?
Each location has its own Business Profile, and each one needs the same care. Please tell us about your locations when you book your assessment and we will discuss how the service would work for your business.
How is this different from your reputation management service?
This service looks after your Google listing itself: its information, posts, photographs and protection. Reputation management covers everything to do with reviews, from asking every customer for one to replying to each review. Many businesses take both, because a complete, active profile and a steady flow of answered reviews work best together.
What will I see in the monthly report?
The report shows how many people viewed your profile, how many called you and how many asked for directions, using the performance figures Google provides. It also summarises what we did that month and what we plan to do next, in plain English and on a single page.
What results can I expect?
We cannot promise a particular position in Google's results, and you should be wary of anyone who does, because Google decides rankings using factors such as how close a customer is to your business. What we can promise is a complete, accurate and active profile, and an honest monthly report showing what has changed.
How much of my time will this take?
Very little. After a short conversation at the start to agree your services and the tone of your posts, your part is mainly to send us photographs from time to time and to let us know about any changes to your hours or services.
Can I cancel?
We confirm the contract length and notice period in writing before you sign up, so you know exactly where you stand. Your profile always remains yours, and you can remove our access from your profile's settings whenever you wish.
Is VAT included in the price?
We confirm the VAT position in writing before you sign up, alongside the contract terms. Your free assessment carries no charge and no obligation.
