A Guide to Google My Business

2 www.businesstemplates.com
Google My Business
01
Google My Business is a free tool
for business owners to manage
their online presence across the
Google suite of websites.
What is Google My Business?
It allows you to create, verify and edit a
business listing in Google, without
needing to do any extra work on your
website or implementing an SEO
strategy.
Google developed GMB as a way
to make it easier for searchers to
get the information they need,
quickly and conveniently.

How Important is GMB?
03
Helps You Get Found
Your business details show up right
there in the search results.
Someone looking for your business,
finds it immediately.
Essential for Local Search
When searching from a mobile, it
allows customers to find the nearest
businesses based on their location. Not
just for business names, but for
products and services.
The “Three Pack” appears above
organic search results. Your listing will
often appear above the fold, while
organic results are below the fold.
Appear Above Organic Results

Positive reviews from
your customers will
improve your business’
visibility
Offers a range of tools
to help you attract and
inform local customers
Helps Your
Website
Rank Better
Imperative for Local
Search, and Google
Reviews are now a
ranking factor
Control Your
Information &
Service Offering
Manage &
Respond to
Reviews
Enables you to learn
details about your
customers that you
won’t find elsewhere
Learn More
About Your
Customers

Do you have a Google Account?
05

Do You Already Have a GMB Listing?
06
No. You Don‘t Have a Listing
No GMB listing exists. You will need
to create one.
Yes. But You Haven‘t Claimed It
A GMB listing exists, but you have no
control over it. You must claim the
listing.
A GMB listing exists and you already
have control over it.
Yes. And You‘ve Claimed It

Create a Listing
Step 1
Sign Up or
Sign In to Google

Create a Listing
Step 2
Search for your
Business Name

Create a Listing
Step 3
Enter your Business
Address

Create a Listing
Step 4
Choose a category
for your Business

Create a Listing
Step 5
Enter a Phone Number
and URL

Create a Listing
Step 6
Finish and verify this
business

To Claim a Listing
13
From Google Search
Search for your business name
in Google Search to see if a
listing exists.
From Google Maps
Search for your business name in
Google Maps to see if a listing exists.
While entering your business
name, GMB may already recognise
you.
While Creating a Listing

Claim a Listing
Search for your
Business Name in
Google Search

Claim a Listing
Search for your
Business Name in
Google Maps

Claim a Listing
Or Search for your
Business Name when
Creating a New Listing

Verify Your Account

Complete Your Profile
18
Business Category
Phone Number
Website URL
Appointment URL
Description
Add Logo
Add Photos
List Services
Create Virtual Tour
Opening Hours
Date Business Opened
Create a Post
Latest Reviews
View Insights

Insights

Photos

Create a Post
• What’s New
• Event
• Offer
• Product

Take Bookings
1. Open the Google My Business app and go to the Bookings tab.
Note: If you don't see this tab, then bookings isn’t available for your business
category or region.
2. Tap the menu on the top-right, then tap Choose a booking provider.
3. Sign up with the provider of your choice.
4. Within one week, your scheduling account is automatically linked to your
Google My Business account. After linking, you can receive bookings through
Google.

Chat to Customers
Chatting with customers is a new Google
My Business feature that’s currently
available in select countries.

Reviews

Currently, 84% of
consumers trust a
review that they find
online as much as a
personal
recommendation.
Online reviews impact
nearly 70% of purchasing
decisions.
01
A recent study revealed
that 90% of consumers
read online reviews
before visiting or buying
from a business
02 03
65% of people find
online searches to be
the most trustworthy
sources of information
about a business
04

Respond to all Reviews
33
Say Thank You
Make them feel valued,
express your appreciation and
make the effort to connect
Respond Constructively
You must also constructively respond
to negative feedback
Offer apologies, request that the
customer contact you to resolve
their concerns
Solve the Problem

Never Respond Emotionally
34
Keep Emotions In Check
Do not give into the emotional
temptation or fire back
Be Respectful
You want negative reviews to have
respectful, apologetic responses that
solve the problem
Google allows customer to change
their review when the problem is
resolved.
Turn a 1 Star into 5

Responding to Negative Reviews

Generate New Reviews
36
Just Ask...
When asked to leave reviews,
most customers will do so
happily
You Just Never Know
Treat each customer as a potential
reviewer
Ask someone who has had an extra
positive experience with your
business to leave a review
Don‘t Be Shy

Feature Positive Reviews
37
Highlight Positive Feeback
Feature positive reviews that
make your company shine on
your website
Ask for Permission
Ask customers for permission to use
their feedback and consider pairing
featured reviews with your incentives
for generating new reviews
Feature your positive reviews as
best as you can to gather the most
visibility and to make the best
impression as quickly as possible
Make an Impression

First Text Message Arrives
Click on the link to be directed to the next stage of
the feedback process

Feedback Process Starts
The customer’s details are already filled in

Keep it Short & Sweet
Keep the questions to a minimum. Make it easy for
the customer to leave you feedback. At this point we
are testing the waters and only gathering feedback –
not a Google review.

This is where the magic lies...
Only if the customer gives you a 4 or 5 Star feedback
do they move to the next stage of the process.

Finally the moment arrives
The client is now directed to your Google My Business
page where they can leave their 5 star review.

1,2 or 3 Stars
What if the customer
experience wasn‘t so great?
Poor feedback is not the end of the world, in fact it is
an opportunity for you and your business to learn
how to better service your customers and meet their
needs.

What if the customer
experience wasn‘t so great?
Be grateful for the feedback and now move forward
with contacting the client and resolve the issue.

Don‘t forget the email
In addition to the text message, your client will also
receive a gentle email reminder.

Positive Email Notifications
You will receive an email each and every time a
customer submits positive feedback

Negative Email Notifications
customer submits negative feedback

Google Review
Email Notifications
customer leaves you a Google Review

Email: support@sbim.com.au
Or Call
07 3325 0505

A Guide to Google My Business

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