How to respond to customer questions on Google Business Profile Q&A

Google My Business offers an excellent resource for businesses to promote themselves on search engines to potential customers. When people Google businesses in your particular sector and area, the search engine will often return your Google My Business page. 

On your Google My Business page, customers have the chance to ask your business questions about nearly anything. For example, they might ask questions about your hours, your products, or if you offer a particular service. People on the profile can even ask you questions unrelated to your business. What is also interesting about the Google My Business questions is that anyone can also answer the questions. This means that random people with Google Accounts can also post answers to questions people ask about your business.

This should make it clear why you want to pay attention to the questions asked on the Google My Business profile. If you don’t, you could have people giving inaccurate or undesirable answers to questions, potentially discouraging leads from coming to your business.

Here is what you need to know about how to answer questions on Google My Business.

Start by logging into your Google My Business account

Log into the account that you use to manage your Google My Business listing. When you are logged into your account used to manage the business, then your answer will be noted as having come from the business owner. This can give your response additional weight and encourage people to pay attention to what you have written over other answers.

Open your Google My Business page

If you search for your business on Google, you should see your business listing. 

Find the question you want to answer

Look at the “Questions and Answers” sections of your Google My Business listing. This should allow you to pull up all the questions and answers that have been asked on this page. This gives you a chance to watch for odd questions you do not want on your profile, which you can downvote or report. If the question is inappropriate and violates Google’s terms, you can report the question and ask Google to remove it. 

As you look at the questions asked, choose one to start answering.

Begin answering the question

You can then click ‘Answer’ to begin typing your response. Make sure that you verify the account you post from, as you want your response to be noted as having come from the business owner. Once you have typed out the response and you are happy with it, you can click “post” to make the answer live. Sometimes, it will take a little bit for your answer to appear on the page. As you type your answers, make sure you focus on providing clear, easily-readable answers and not trying to stuff your response with keywords. This will not be looked upon positively by Google. Keep in mind that Google also does not want to see links to websites, phone numbers, or email addresses in the responses given to questions. 

Keep an eye on the questions that appear on the page. This will let you stay aware of any questions that arise so that you can answer your customers directly and demonstrate that you are responsive to their needs. Keep your Google My Business page looking clean and professional by paying attention to customer questions.