Is Your Google Business Profile Costing You Customers?

It’s easy to overlook your Google Business Profile (GBP), but for local businesses like dentists and HVAC services, it’s often the first impression a potential customer gets. Think of it as your digital storefront. If it’s messy, out-of-date, or incomplete, you’re practically sending customers to your competitors.

Here are some of the most common GBP blunders we see, even from so-called experts, and how they quietly tank your online presence, trust, and ultimately, your sales.

Nothing’s more frustrating for a potential customer than showing up to a “closed” business that’s actually open, or calling during business hours only to find no one there. If your hours are off, Google might hide your listing or, worse, tell customers you’re shut down when you’re not.

Problem

• Forgetting to update holiday hours.
• Not listing weekend or emergency service availability.
• Hours that don’t match across your GBP, website, and other platforms like Yelp.

The Fallout

Customers hit the back button, your rivals get the business, and your phone stops ringing.

We all shop with our eyes. If your GBP features grainy photos, generic stock images, or just a blank space, it screams neglect. People want to see who they’re dealing with and what your business is all about.

Problem

• No pictures of your team, office, or actual work.
• Skipping before-and-after shots for repair jobs.
• Not using video walkthroughs or customer testimonials.

The Fallout

Lower engagement, fewer clicks on your profile, and a serious hit to your credibility.

Google relies on your listed services and categories to connect you with people searching for what you offer.

Problem

• Not being specific enough with your service keyword listings
• Not including enough descriptive service keywords
• No descriptions or even rough pricing for your services

The Fallout

You become invisible for those crucial, high-intent searches, while your competitors rake in the leads.

Ensuring you respond to all reviews and/or comments whether good or bad

Problem

• Not responding
• Not using preformatted responses

The Fallout

Be proactive and individually respond to each comment/review. Take any bad feedback offline and get resolved.

Doublecheck your work. This includes all options Google gives you to add detailed information about your business so your customers can find you.

Problem

• The map pin is off, sending people to the wrong building or even the wrong block.
• Mobile businesses not defining their service area.
• Conflicting addresses across different online directories.

The Fallout

Annoyed customers, negative reviews, and a steady stream of lost leads.

If your marketing agency isn’t keeping an eye on your GBP’s performance, they’re just guessing. You can’t improve what you don’t measure.

Problem

• No monthly reports on how many people viewed, clicked, or called from your profile.
• Not tracking changes or updates made to your profile.
• Failing to connect GBP data with your ad campaigns or other marketing efforts.

The Fallout

No way to get better, no accountability from your agency, and no clear understanding of whether you’re getting a return on your investment.

Your Google Business Profile should be actively bringing in new customers, not acting as a hidden drain on your business. Ready to see what’s really going on with your profile?

Request a free GBP audit today. We’ll dig into your listing, pinpoint any problems, and help you improve your online presence. Fill out the form on our website or give us a call today.