By now, you probably know that Google My Business has a lot of incredible features. From listing your business services to publishing Google My Business posts, GMB is capable of doing just about everything.
However, one of Google My Business’s best features is one that typically flies under the radar - the questions and answers section. If you didn’t already know, the Google My Business questions and answers section is where customers go to ask their specific questions regarding your business. Yet plenty of times customers don’t receive the accurate answers they wanted, or even answers at all.
If you’re a small business owner who’s new to GMB, this is one feature you don’t want to miss. Taking the time to answer Google, My Business questions and answers might seem like a minimal priority, but the long-term payoffs are worth it in the long run.
As a business owner, you probably receive dozens of calls and emails from potential leads inquiring about your business. They might ask about your products, services, or even previous customer experiences. If you’re already answering so many questions, why take the time to visit your Google My Business page and answer a few more?
Because the leads who don’t call or email are heading for your GMB account instead.
More and more users ask questions over Google, or even social media, versus picking up the phone or writing an email. Instead of taking the extra step, users opt to ask their questions on your profile instead. Leaving these questions unanswered doesn’t just send mixed messages; it sends your leads running towards the competition! Plus, anyone who Google’s your business will see the growing number of unanswered questions and feel as if you’re indifferent about your customer and their concerns.
Customer service is one of the main pillars of a successful business. Not addressing customer questions is going to send your customers running back to the results page.
If you leave your customer questions unanswered, it won’t just leave those leads unsatisfied. Chances are other Google users will try to answer their questions, and the answers may or may not be correct. Even if someone had the best intentions in mind, they’re not experts when it comes to your business.
Letting your Google My Business questions and answers go unanswered means an increased number of users taking matters into their own hands, and taking the reins of your business. In the end, taking a few minutes every week to respond to customer questions is going to benefit your business and customers.
Hopefully by now, you’re ready to let the Q&A begin! Once you’re ready to start answering your customers’ questions, begin by logging into your business’s Google account, and follow the instructions below.
Sign in to your Google Account.
Head to your GMB profile and click on the questions and answers portion.
Click on the question you’d like to answer.
Once you’ve written an answer, hit the post button and refresh the page. It will take a few minutes before you see the post go live.
The best part of GMB is that you can answer these questions from your GMB application or even Google Maps! You don’t have to sit behind your computer to address your customer questions.
Once you go in and answer all your GMB questions, you’re good to go, right? Well, not quite. You’ll probably receive questions on a monthly, weekly, or even daily basis, depending on your business industry. Unfortunately, Google doesn’t notify your business account when a new question is posted on your Google page. So, how will you know when a customer writes a question on your Google My Business page?
Luckily, all it takes is about a minute of searching to get your answer. Either search for your business on your computer or phone, or head to your Google Maps application. The good news is that the owner of your business’s GMB account does receive email notifications when a new question is posted. You can forward these to the manager of your business’s Google account or even answer them yourself. It depends on what works best for your business.
Posts are all about words, yes, but that doesn’t mean pictures don’t matter! A photo captures people's attention on the ‘gram, and Google My Business posts are no different. Add creative content to the image or video, enticing readers to stop their scrolling. For instance, a furniture collection photo needs to be captured in the right lighting, but adding the collection name to the image is a nice touch. Videos are also perfect for showcasing a storewide promotion or completed project, so don’t be afraid to use them!
If you find yourself answering the same questions over and over again via phone, email, or GMB, we have good news - you can write your own GMB questions and answers! This is incredibly helpful and convenient for several reasons. Firstly, you can avoid getting repeat questions on your profile. Secondly, you can include questions about a particular service or niche within your business that is unique to you. Thirdly, it helps your business stand out from local competitors. The tricky part is deciding which questions you’d like to list.
First, take any FAQs currently on your website and add them to your GMB account. Not every lead takes the time to scope out your website, so answering these questions on your profile is incredibly helpful and informative.
After that, take the time to ask your team if they have any thoughts or suggestions. Fresh perspectives from your sales and marketing teams can help formulate the best questions and answers for your customers.
Another thing to keep in mind is that keywords are beneficial across the board when it comes to your Google My Business account. Be sure to add relevant keywords or phrases, just don’t force them into your question or answer if it doesn’t feel natural.
Creating and maintaining a Google My Business account might seem like a lot of work, but things are much easier to manage when there’s someone there to help. At Nu, we love nothing more than working with incredible business owners and collaborating with you to create a unique GMB profile. We’re not afraid of rolling up our sleeves and getting to work!