A local business was getting views on its Google My Business profile but no customer calls or visits. The issue was traced to poor category selection, weak visuals, and lack of engagement—solved through focused GMB optimization to boost real customer interaction.
The Challenge: Getting Views, But No Action
A local service-based business owner approached Top IT Marketing with a frustrating issue:
Their Google My Business profile was getting hundreds of views weekly, but hardly any calls or visits.
They had invested time setting up the listing, ensured their NAP (Name, Address, Phone) was accurate, and were ranking decently for local search terms. But something wasn’t adding up.
This is a common concern we hear—“My Google My Business listing gets views, but nobody seems to call or visit. What’s going wrong?”
That’s exactly what we set out to solve.
Diagnosis: What’s Really Going Wrong?
When we audited the business’s GMB profile, here’s what we discovered:
- Category Confusion: The business had chosen a very broad and generic category, which diluted their visibility in relevant search results.
- Weak Business Description: The profile lacked a compelling, keyword-rich description that explained what made their services unique.
- Image Mismanagement: Most images were uploaded by customers—not by the business—and they didn’t reflect the actual brand experience.
- No Reviews or Engagement: The listing had very few reviews, and none of them had been responded to. This made the profile appear neglected and unreliable.
- Website Disconnect: Their linked website didn’t match the branding and tone of the GMB listing, which created inconsistency and reduced trust.
Despite showing up in searches, users weren’t compelled to take the next step—call, visit, or interact.
The Solution: Turning Views Into Action
We kicked off a complete GMB optimization strategy tailored for their niche and local audience.
Here’s what we implemented (without relying on generic advice):
- Category Fixation: We refined their business category and added secondary ones to help Google better understand their core offerings.
- Optimized Business Description: We rewrote the business description using natural keyword placement, making it both informative and search-friendly.
- Brand-Aligned Visuals: We uploaded professional, geo-tagged photos that aligned with their branding and created a more appealing visual experience.
- Reputation Building: We launched a review strategy—getting genuine feedback from real clients and replying to every review with thoughtful responses.
- Website Sync: The website was optimized to reflect the same tone, messaging, and offers displayed on the GMB profile—creating a seamless user journey.
The Results: From Views to Calls
Within 30 days, the business started noticing the difference:
- The call volume increased by 68%
- Profile interactions (clicks to call, directions, and website visits) nearly doubled
- They began appearing in the Google 3-Pack for more relevant keywords
The client finally had clarity on why they weren’t getting calls from customers, and more importantly—how to fix it.
Conclusion: Fixing Google My Business Problems Takes Strategy
Just because you’re getting views doesn’t mean your listing is working for you.
This case proves that the right GMB optimization can transform a passive listing into a real lead generation tool.
If your Google My Business profile is not showing up properly, or you’re asking yourself, “Why am I not getting calls from customers?” — it’s time for a professional fix.
Top IT Marketing specializes in turning underperforming GMB profiles into powerful local marketing assets.