Win the local search. Then win the review.

01How local ranking works

Google says local results are based on three things:

• Relevance: how well your profile matches the search. Accurate categories, services and a full description matter.
• Distance: how far you are from the searcher or the location in the search.
• Prominence: how well known you are: review count and rating, links and mentions across the web, and your site's own search presence.

You can't move closer to every customer, but relevance and prominence are largely in your control, week by week.

02The complete profile checklist

• Primary category that matches what most customers search for, plus accurate secondary categories.
• Services or products listed with descriptions (and prices where it helps).
• Regular hours, plus holiday and special hours set in advance.
• Attributes (accessibility, payments, amenities) answered.
• Real photos: exterior (so people can find you), interior, team, work. Added regularly.
• A description in plain words: what you do, where, and for whom.
• Website link tagged for tracking, plus a booking or appointment link.
• Phone number that's answered (or forwarded) during your listed hours.

03Earning reviews, inside Google's rules

The biggest lever most businesses ignore: asking. Many happy customers will leave a review if they are asked at the right moment with a one-tap link.

• When: right after the job is finished or the invoice is paid, triggered by your booking, job or accounting system.
• How: a short WhatsApp or SMS with your review link: "Thanks for choosing us, Sarah. Would you mind leaving a quick review? It really helps a local business."
• Ask everyone. Google doesn't allow "review gating" (only asking customers you expect to be happy), and it doesn't allow rewards or discounts in exchange for reviews. We follow both rules.
• One gentle reminder a few days later, then stop.
• Unhappy customer? If someone replies with a problem, it goes to your team in Slack at once, so a person can fix it before it becomes a public review.

04Replying to every review

• New reviews are posted to Slack within minutes, with a reply drafted in your tone. You approve or edit it; it's posted on Google.
• Positive reviews: thank them by name, mention what they liked, keep it short.
• Negative reviews: calm, factual, no personal details, an offer to fix it offline. Future customers read the reply more than the complaint.
• Fake or policy-breaking reviews: we flag them to Google with the evidence. Only Google can remove a review.

05Calls, bookings and website visits, counted

Views don't pay the bills. We set up your profile so you can see what it actually brings in:

• A tagged website link, so profile visits are separated from other Google traffic in your analytics.
• Call tracking that keeps your main number on the profile as an additional number, so your listing stays consistent.
• A booking link that records where each booking came from.

06Posts, photos and keeping it fresh

A weekly update (a job you're proud of, a seasonal offer, a new service, an event) and new photos each month show searchers and Google that you're active. We draft them from your work; you approve them in Slack.

07Protecting your profile

• Ownership: you stay the owner. We're added as a manager and can be removed at any time.
• Suggested edits: anyone can suggest changes to your hours, phone or address. We watch for them and reject wrong ones.
• Spam competitors: fake listings and keyword-stuffed names in your area can be reported to Google. We do it with evidence.
• Chat: Google ended its Business Messages chat in 2024, so customer conversations go to WhatsApp, SMS or your phone, all handled in your Slack inbox.

08Reporting

Monthly: new reviews and average rating, reply time, calls, direction requests, website clicks and bookings from your profile, top searches that found you, and the next three things to improve.