How to use your Google Business Profile day to day

Your Google Business Profile is not a set and forget listing. A few minutes each week keeps it accurate, keeps you visible in Search and Maps, and shows customers you are open and paying attention.

Where you manage your profile now

Google has retired the separate Business Profile dashboard. You now edit everything directly in Google Search and Google Maps, as long as you are signed in to the Google account that owns the business.

To find your tools:

1. Sign in to your business Google account.
2. In Google Search, type your business name, or search "my business".
3. Your profile appears with buttons like Edit profile, Promote, Messages, Reviews and Performance.

You can do the same in the Google Maps app. Tap your profile picture and choose your business. If you have not claimed your listing yet, start with "How to set up your Google Business Profile" and "How to verify your business on Google", then come back here. If you are still not sure why any of this matters, "What is a Google Business Profile and why it matters" is a good primer.

Post updates and offers

Posts are short updates that show on your profile. Use them for a new service, a seasonal offer, a change to your hours, or a photo of a recent job. Keep each one simple: a sentence or two, one clear photo, and a button like Call now or Learn more.

Posts do not stay forever, so aim for one every week or two. A profile that posts regularly looks active and cared for.

You can promote a genuine offer to customers, and that is fine. Just keep it separate from reviews. Never offer anything in return for a review. More on that below.

Keep your photos fresh

People look at photos before they read anything. Add new ones often: finished jobs, your team, the shopfront, the inside, products on the shelf. Real photos from your phone beat stock images.

Aim to add a few each month. Update your logo and cover photo if your branding changes.

Add your products and services

The Products and Services sections let you list what you sell or do, with names, short descriptions and prices where it helps. Fill these out properly. Someone comparing you to another business often decides on what they can see, so make it easy. Keep prices current so nobody turns up expecting an old rate.

Answer Questions and Answers

Anyone can ask a question on your profile, and anyone can answer, including other customers. A wrong answer can sit there unless you are watching. Check this section and reply quickly and correctly.

You can also post the common questions yourself and answer them. This is called seeding your own FAQs. Think of the five things customers always ask you:

• Do you have parking?
• Do I need to book?
• What payment types do you take?
• Do you come to me, or do I come to you?
• How long does it usually take?

Add those questions and answer them clearly. That way the right answer is there before anyone else guesses.

Turn on messaging and reply quickly

You can let customers message you straight from your profile. Switch it on in the Messages section. If you turn it on, reply quickly. Google shows customers a response time, and a slow one looks worse than having messaging off. If you cannot keep up, it is fine to leave messaging off and rely on calls instead.

Reply to every review

This is the habit that matters most. Reply to every review, good or bad. It shows future customers that you read feedback and that you care.

Replying to a positive review

Keep it short, warm and specific. Thank them, mention what they came in for, and invite them back. Use their name if they used theirs. Avoid pasting the same line under every review, because it reads as automated.

Example: "Thanks Sarah, glad the brake job sorted the noise. See you at the next service."

Handling a negative review

A bad review stings, but your reply is public, and calm wins. Work through it like this:

1. Wait until you are not annoyed. There is no rush.
2. Thank them for the feedback.
3. Acknowledge the issue without arguing or blaming.
4. Say what you have done, or what you will do.
5. Offer to take it offline. Give a phone number or email so you can sort it out privately.

Keep it brief. You are writing for the next reader as much as for the reviewer. Never share private details about the customer or the job.

Getting reviews the safe way

Replying is half the job. Asking is the other half, and the way you ask keeps your listing safe. Google's review rules are strict, and Australian Consumer Law backs them. The safe method is simple:

• Ask everyone, not just the happy ones.
• Make it effortless: a tap, a scan, or a direct link.
• Ask at the right moment, soon after you finish the job or make the sale.
• Personalise the ask.
• Reply to every review.

Never do these:

• Never buy reviews or post fake ones.
• Never offer a discount, freebie, prize draw or anything of value in return for a review.
• Never filter or gate. Do not screen people first, do not ask only happy customers, and do not steer unhappy customers away from leaving a public review.

If a customer is unhappy, you can invite them to share private feedback so you can put it right. That is good service. Just never block or discourage them from leaving a public review as well. For the full method, read "Google reviews: best practices for small businesses" and "Why customer reviews matter for your business".

Read your performance and insights

The Performance view shows how people find and act on your profile. You will see things like:

• How many people found you, and whether they searched your name or a category.
• What they did next: called you, asked for directions, visited your website, or messaged you.
• Which searches brought you up.

Do not obsess over daily numbers. Check it once a month, look for the trend, and notice which posts or photos line up with more calls and clicks. Then do more of what works.

Keep your hours and info current

Wrong hours frustrate customers and can cost you a visit. Keep these current:

• Opening hours.
• Phone number and website.
• Address or service area.

Public holidays matter most. Google prompts you to confirm holiday hours, and a listing that says "hours might differ" looks uncertain. Set special hours ahead of each public holiday so customers know whether you are open or closed. Do the same for one-off closures like a team day, stocktake or a break.

Make it a habit

You do not need long. Ten minutes a week does it: reply to new reviews and messages, add a photo or two, post once, and check nothing has changed with your hours. Small and steady keeps your profile working for you.

Let RankByReviews handle the asking

Replying to reviews is the easy part. Getting enough genuine ones is where most small businesses stall. RankByReviews helps you ask every customer the compliant way, with tap-and-scan review cards, plates and stickers, plus a review-request platform that sends the right link at the right moment. You keep replying, and the reviews keep coming in.