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Troubleshooting Google my Business


Posted on 2/26/2021 by Jamie Belcher
Snapshot of WEO Media's Google my Business ListingGoogle my Business (GMB) is a service from Google that allows local businesses to display their business information prominently in search results. You have probably seen Google my Business listings in search results when you search for a business by name, or when you are looking at businesses in Google Maps.

Google my Business listings can contain a wide variety of information, including contact information, address and office hours, website links, business description, photos, products and services, and more. In fact, when you claim and update your GMB listing regularly, you are much more likely to rank higher in Maps and organic search results.

Those that have mastered Google my Business know how beneficial it can be when a GMB listing is optimized to perform well. But unfortunately, the GMB platform is not perfect, and there are some potential complications that can end up causing problems for your business if you aren’t careful.

How Google Collects Data for Use in Google my Business


Data in GMB comes from several different sources:
•  Information submitted by verified owners
•  User-submitted information
•  Auto-generated information by web crawlers (robots)

Because there are multiple sources of data, there can sometimes be errors or wrong information, as well as “spam” which has historically been a big problem on Google my Business.

The best way to manage your business listing is to officially claim it, verify it, and keep it updated regularly. The verification process is in place to make sure you are affiliated with the business and is typically completed via phone or mail. Once you own the verified listing, you can edit the business information through the GMB Dashboard.

But even when you are doing all the right things, sometimes you will still see errors when you search for your business. These errors are typically generated by the other data sources. It could be spammers, competitors, or simply accidental errors from a bot.

Below are some common scenarios that we sometimes see, along with recommendations for fixing them.

Wrong Info


If something like a phone number, website link, or other data field is incorrect, you can usually edit the information through the GMB Dashboard if you own or manage the verified listing. It’s important to review this information somewhat regularly. Any Google user can “suggest” an edit to business information at any time, and a Google bot will review the edit to determine whether to accept or reject it.

Google bots also crawl your website occasionally and try to extract information from your website to automatically add to your GMB listing. Sometimes this works well, but these bots aren’t perfect, and they can generate unintended results.

Fake or Bad Reviews


Reviews on Google can make or break your success. You can’t remove a bad review as long as it follows Google’s terms, but some reviews can be removed. If you have received a review that comes from a fake user, or that was never a patient, you can always report the review.

Any review can be reported for the following reasons: Not relevant, conflict of interest, offensive or explicit, or for privacy or legal concerns. When you report a review, a Google bot will review the report and either remove it, or rule it fair and leave it up.

If you’ve received a bad review from a dissatisfied patient, it’s important that you respond to the review in a professional manner. Google takes into account that not every business will receive nothing but 5-star reviews, and they value when a business takes the time to interact with users on their platform. Not to mention prospective patients will be more understanding of bad reviews when they see a business trying to make things right with their clients.

Duplicate Listings


It’s best to have only one GMB listing per physical location of your business. If you notice two or more listings for the same location, you can either remove the duplicate listing, or merge the two together. If there are Reviews you want to keep on both listings, merging them would be ideal. However, it can be tricky to do this, and sometimes it takes time.
To merge two listings, they need to have matching data for most of the main fields, like the name, address, phone number, and website. You can try to edit the listings to match exactly, and then contact GMB Support to request that they merge the listings. The case will be reviewed and they will either accept or reject the merge request.

Removing a duplicate listing is also complicated, because there is no true way to fully remove or delete it from view. Typically these will get marked as "permanently closed" and still appear in results for a period of time, which can cause confusion to patients.

To avoid accidentally creating a duplicate listing, always do several Google searches for your practice name and/or provider names before creating any new GMB listings. If you find a GMB listing already exists for you, you can click "own this business?" to begin the process of claiming and verifying it.

Opening a Support Case


If you can’t solve the problem through typical means, the next step is to try Support. Opening a case with Google brings the issue to a GMB Support rep who will review the information as presented. They will sometimes require proof of ownership of the business, and of the business name.

Proof can be in the form of:
•  Photos of exterior permanent signage that shows the business name exactly how it appears on GMB
•  Matching information between duplicates, including phone number, website, and address
•  Verification via phone, email, or postcard

If you are unable to provide the proof requested, or if the Support Rep determines that your request does not meet their requirements, they may choose to reject the request.

Let Us Help


Managing and optimizing your Google my Business presence is extremely important for any dental office to be successful. Monitoring and enhancing the listing with updates and images is an ongoing process that will engage potential new patients.

At WEO Media, our Search Engine Optimization specialists are experts at Google my Business and can help get your business discovered in search results. Contact us today to learn more.

Marketing Services for Dentists & Dental Specialists


As leaders in our industry, we here at WEO Media can help you and your team navigate the intricate complexities surrounding today's dental marketing.


A computer with rocket launching

Dental Websites


Your dental website is the first impression your potential patients have of your practice, make sure that impression is the one you want to make.

A magnifying glass inspecting results from SEO

Dental SEO


When your business is at the top of Google’s search results, you should see a significant increase in website traffic.

A magnifying glass inspecting results from PPC

Dental PPC


Pay per click ads typically pop up at the top of search engine results pages and are an effective tool if you want to drive more traffic to your website.


Sales pipeline with a graph showing increasing result

Patient Pipeline


Optimize marketing efforts, increase practice revenue, and get higher returns on your investments.

Online reviews with 5 star ratings

Reputation Management


Drive patient reviews to the most important online review sites for dentists: Google, Facebook, and Healthgrades.

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Social Media


We will work with you to implement strategies designed to grow your followers, and ultimately grow your practice.



Along with the basics, we also offer a wide-variety of additional marketing services. Some of these services include:
• 

Credit Card Processing:

We have partnered with an online credit card processing company to help your patients pay through your website. Our partnership also helps you save money with lower rates and transaction fees.
• 

Dental Practice Photography:

Custom photography can help potential patients feel connected to your practice before their first appointment. If you need an experienced photographer to update your online photos, our team is here to help!
• 

Patient Education Videos:

What's the best way to make sure a patient follows through on treatment recommendations? Make sure they have the information they need to understand the benefits of dental treatments offered by your practice.
• 

Direct Mail Campaigns:

Believe it or not, direct mail campaigns are still a powerful promotional tool, especially for people that have just moved to your area. If you want to target this demographic, we can design a custom campaign tailored to your office and brand.
• 

Email Based Newsletter for Patients:

An electronic newsletter is one of the best ways to stay in touch with your current patients. We want to avoid the old adage, “out of sight, out of mind.” Staying visible with a newsletter can lead to more scheduled appointments and better patient loyalty.
• 

Email Hosting:

We offer email hosting to ensure your business email matches your website domain. A matching domain and email address is much more professional that using Yahoo, Gmail, or Hotmail.
• 

Facebook Ads:

Due to Facebook’s popularity, paid ads can be a fruitful way to generate new patients leads. Facebook ads are also unique in that they allow us to target your key demographic (with laser focus) based on age, gender, geographic location, relationship status, “likes,” education, job title, and other aspects.
• 

Logo, Design, and Branding Services:

Your logo and brand may be more important than you think. Talk with our design team to learn more about your possible options, whether you need a new logo or want to update an existing one.
• 

Online Bill Pay:

Much like our credit card processing, online bill pay makes it easier for your patients to pay for their treatments, especially if they need a payment program. We use the latest software and security measures to ensure a seamless billing process.
• 

Patient Forms (Fillable PDF):

A fillable PDF makes it easier for your patient to complete their paperwork before their first visit. This reduces your set-up time, allowing you to see more patients throughout the day.
• 

Patient Forms (Secure Online):

Secure online forms cut paperwork out altogether, meaning your staff will not have to waste time transferring the data to your computer system. It is also a more environmentally-friendly option, a nice selling point for patients that want to keep it green!

We Provide Real Results

WEO Media helps dentists across the country acquire new patients, reactivate past patients, and better communicate with existing patients. Our approach is unique in the dental industry. We work with you to understand the specific needs, goals, and budget of your practice and create a proposal that is specific to your unique situation.


+400%

Increase in website traffic.

+500%

Increase in phone calls.

$125

Patient acquisition cost.

20-30

New patients per month from SEO & PPC.




Schedule a consultation that works for you


Are you ready to grow your practice? Talk to one of our Senior Marketing Consultants to see how your online presence stacks up. No strings attached. Just a free consultation from experts in the industry.

Let's Get Started



Why Choose WEO?


Not your Average Dental Marketing Agency


WEO Media specializes in dental marketing for dentists across the country, offering a comprehensive suite of services tailored specifically for you.


We have helped dental practices across the country enhance their online presence, attract new patients, and increase patient retention. We understand the unique challenges and opportunities within the dental industry. Our expertise in SEO, website design, and content marketing ensures that your practice is easily found online.

Ensure your practice remains competitive in an ever-evolving landscape, our commitment to innovation means your marketing efforts will always be cutting-edge.


At WEO we take the time to understand your practice's specific goals and tailor our marketing strategies to meet your needs. Whether you need a new website, social media management, reputation management, or pay-per-click advertising, WEO Media provides customized solutions that fit your needs and budget.
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