Chapter 09
Guide to Google Business Profile
Google Business Profile (formerly Google My Business) is essential for managing your online presence and improving visibility in search results. This guide covers the basics of creating, optimizing, and managing your profile, ensuring potential customers can easily find and connect with your business.
Be where your customers are, Google Business Profile puts you on the map!
Creating a Google Business Profile
- Sign in to Your Google Account. Go to business.google.com and log in with your Google account. If you don’t have one, you need to create a free Google account at accounts.google.com/signup before continuing.
- Enter Your Business Name. Type in your business name exactly as it appears in the real world. If your business already exists in Google’s database, it may appear in a dropdown, select it if applicable.
- Choose Your Business Category. Select the category that best represents your business. This helps Google show your profile to potential customers searching for related services. You can update this later if needed.
- Add a Physical Location (If Applicable). If your business has a storefront, office, or physical location where customers can visit, enter your complete address, including street name, city, and ZIP code. This helps potential customers easily find you on Google Maps. If your business operates remotely or provides services at customer locations, select “I deliver goods and services to my customers” instead. This allows you to list the areas or regions you serve without displaying a physical address.
- Specify Service Areas (For Service-Based Businesses). If your business operates remotely or offers deliveries, you can define specific cities, regions, or ZIP codes where you provide services.
- Provide Contact Information. Enter your business phone number and website URL (if you have one). This information helps customers reach you directly. If you don’t have a website, you can create a free Google Site during the setup process.
- Verify Your Business. Google requires verification to confirm ownership and prevent unauthorized listings. Depending on your business type and location, you may verify through: Postcard (a verification code will be mailed to your business address, arrives in 5-14 days), Phone Call/Text (some businesses can verify instantly with a Google-provided code), Email (if eligible, Google may send a verification link to your business email), or Video Verification (Google may request a recorded or live video showing your business location and operations).
- Complete Your Business Profile. Once verified, optimize your listing by adding: Business Hours (list when customers can visit or contact you), Photos & Videos (upload high-quality images of your storefront, team, or services), Business Description (write a short, engaging summary of what your business offers), and Attributes (add relevant details like “Women-Owned,” “Veteran-Owned,” “Pet-Friendly,” or “Wheelchair Accessible”).
- Publish & Manage Your Profile. Once your information is complete, your business will start appearing in Google Search and Maps. Keep your profile active by regularly updating business hours (especially during holidays), posting updates about promotions, events, or announcements, and responding to customer reviews to build credibility.
Optimizing your Google Business Profile
Keep Your Business Information Updated
Ensure your business name, address, phone number (NAP), website, and hours are always accurate. Update holiday hours and temporary closures as needed.
Add High-Quality Photos & Videos
Showcase your storefront, team, products, or services with clear, professional images. Businesses with updated visuals receive more engagement in search results per our research.
Encourage Customer Reviews
Ask satisfied customers to leave authentic reviews on your profile. More positive reviews boost credibility and local rankings.
Respond to Reviews Professionally
Engage with customers by responding to both positive and negative reviews. Thank happy customers and address concerns quickly to show you care.
Post Updates & Special Offers
Use Google Posts to share promotions, events, product launches, or important business updates. Fresh content keeps your profile active and engaging.
Leverage Messaging for Direct Customer Engagement
Enable Google Business Messaging to allow customers to contact you directly from your profile. Responding quickly to inquiries builds trust, improves customer experience, and increases conversions.
Add Products & Services to Showcase What You Offer
If applicable, list your products, services, and pricing directly on your Google Business Profile. This helps potential customers quickly understand what you offer before they even visit your website. Businesses that showcase products or services tend to attract higher engagement and more inquiries!
Keeping your profile active is like keeping your storefront clean, customers notice! Stay fresh, stay visible!
Adding managers to your profile
- Sign In to Your Google Account. Visit business.google.com and log in with the Google account associated with your business.
- Access Your Business Profile. If you manage multiple profiles, navigate to your dashboard and select the specific business you want to update from the list.
- Open Business Profile Settings. Click on the three-dot menu icon located in the top right corner of your business dashboard. From the dropdown menu, select “Business Profile Settings.”
- Navigate to ‘People and Access’. In the settings menu, look for the “People and Access” option. This section allows you to manage who has permission to edit and oversee your Google Business Profile. Clicking on it will bring up a list of all current users with access to your profile, along with their assigned roles.
- Add a New User. At the top left, click the “Add” icon (a person with a plus sign) to start the process of granting access to a new user.
- Enter User Information. Enter the email address of the person you wish to add, ensuring it’s the correct account they will use to manage the profile.
- Assign a Role. Under “Access,” choose the appropriate role: Owner (full control, including user management and profile removal) or Manager (can edit business information and respond to reviews but cannot manage users or remove the profile).
- Send Invitation. Click “Invite” to send an email invitation to the new user. They will need to accept the invitation to gain access.
Finding and responding to customer reviews
- Sign In to Your Google Account. Visit business.google.com and log in with the Google account associated with your business.
- Access Your Reviews. You can find your Google reviews in two ways: Google Search (search your business name on Google, then click on the “Reviews” section of your business profile) or Google Maps (open Google Maps, search for your business, click on your profile, and go to the “Reviews” tab).
- Select the Review to Respond To. Browse through the list of customer reviews. Find the review you want to respond to, then click on the “Reply” button located directly beneath it to start composing your response. Take note of recurring feedback or common themes in reviews to address frequently mentioned concerns or highlights in your responses.
- Craft Your Response. For positive reviews: express gratitude and acknowledge specific compliments. Example: “Thank you, [Customer Name], for your kind words about our [specific service]. We’re thrilled to hear you had a great experience!” For negative reviews: apologize sincerely for any shortcomings, address specific concerns mentioned by the customer, and offer a solution or invite the customer to discuss the issue offline. Example: “We’re sorry to hear about your experience, [Customer Name]. We’d like to make things right. Please contact us at [contact information] to discuss further.”
- Post Your Response. After composing your reply, click “Post Reply” to publish it. The customer will be notified of your response, and it will be visible to others viewing your business profile.
- Monitor and Manage Reviews Regularly. Set up notifications to alert you of new reviews. Aim to respond promptly, ideally within a few days, to demonstrate your commitment to customer feedback.
Posting updates to your profile
- Sign In to Your Google Account. Visit business.google.com and log in with the Google account associated with your business.
- Access the Posts Section. In the dashboard’s left-hand menu, click on “Posts.”
- Choose the Type of Post. Select the post category that best fits your content: What’s New (general updates or news), Event (details about upcoming events), Offer (promotions or special deals), or Product (information about specific products).
- Create Your Content. Add engaging text, high-quality images or videos, and relevant links.
- Select a Call-to-Action (CTA) Button. Choose an appropriate CTA to guide customer actions, such as “Learn More,” “Call Now,” or “Book Online.”
- Preview and Publish. Review your post for accuracy and appeal. Once satisfied, click “Publish” to make it live.
Keeping your profile updated with fresh posts helps your business stay visible, relevant, and engaged with your audience.