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How to Edit Incorrect Business Summary - Severely Hurting Business

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have a series of locations that are listed with an incorrect business summary (not editable in GMB backend). In the past, I have called Google, explained the issue and sent the support rep a spreadsheet of locations and new business summaries to upload. 

 

Today, I called support and they informed me their policy had changed 2 months ago, and they are not able to edit the business summary anymore.

 

This is unacceptable to me, as the locations in question are getting 15-20 erroneous calls per day because the business summary Google placed on these listings state they carry products that they do not carry. 

 

One of the locations with this issue is listed here: 
https://goo.gl/maps/t64SAweHcHt

 

Any advice on how large brands with multiple types of locations are supposed to handle incorrect business summaries now would be greatly appreciated. Thanks.

1 Expert replyverified_user

How to Edit Incorrect Business Summary - Severely Hurting Business

Visitor ✭ ✭ ✭
# 2
Visitor ✭ ✭ ✭

Any thoughts?

Re: How to Edit Incorrect Business Summary - Severely Hurting Business

Top Contributor
# 3
Top Contributor

Hi @Rob F

 

the one listing you linked here shows me as editiorial "$$ · Water Works Equipment Supplier"

 

few questions:

 

1# do you refer to this editorial ?

2# if so what's worng with this and why?

3# did you got from support a case ID? (should be a numeric number in any response mail in the subject of the mail)

4# can you provide a list of the other links to listings with bad editorials to complain about?

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

How to Edit Incorrect Business Summary - Severely Hurting Business

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Hi Helmut,

 

No, what you are referring to is the Primary Google Category - this is correct. I am reffering to the Business Summary. This is added by Google and not modifiable in Google My Business.

 

In this example the Business Summary is:
"Source for plumbing supplies, kitchen & bath fixtures, heating/cooling equipment & more. - Google"

 

I have multiple tickets from past conversations w/ GMB support. In the past, I was able to get their team to change these with a simple call and follow-up email. 


2-0942000014244 <- that is a ticket number where the rep updated several listings in bulk in November of last year.

 

 

Re: How to Edit Incorrect Business Summary - Severely Hurting Business

Top Contributor
# 5
Top Contributor

@Rob F

Got it now - missed the snippet you are referring to because Google shows it to me only If I'm in the English Userinterface.of GMaps and Google Search.

 

But now I see what you meant:

Googles Knowledge panel:

screenshot-www.google.com 2017-05-02 22-45-09.png

 

and  GMaps:

screenshot-www.google.com 2017-05-02 22-38-44.png

 

Now I have a question too:

Why didn't you claim the listing?

 

Actually it is unverified and as such GoogleMyBusiness support will not much do about.

Is there a reason for not claiming the listing.?

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

How to Edit Incorrect Business Summary - Severely Hurting Business

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

Helmut,

 

The listing I linked above is claimed:

https://goo.gl/maps/t64SAweHcHt

 

It doesn't seem like I am able to post a screenshot. The listing in your screenshot is a duplicate that the local branch manager created to attempt to resolve the issue, and I have already requested this duplicate be removed.

 

Please see the actual claimed listing linked above.

How to Edit Incorrect Business Summary - Severely Hurting Business

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Any other thoughts on this one? This is a real problem for us, causing customers to become frustrated and upset. Thanks

Re: How to Edit Incorrect Business Summary - Severely Hurting Business

[ Edited ]
Top Contributor
# 8
Top Contributor

@Rob F

 

please be aware the hundreds thread daily posted in the forum.

Not properly mentioning me as " @Helmut Geissler " will likely cause I miss oyur replies.

 

Regarding your listing  being verified or not it might be a mistake on my end - misnoticing the correct status.

If however your listing is a verified listing I strongly recommend to contact business suport

And requesting from them to edit or update their wrong editorial snippet.

 

I recommend getting in touch with GMB support via one of these options and ask for help in getting the snippet edited or removed

Talk to a specialist

Facebook

Twitter

 

 

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

How to Edit Incorrect Business Summary - Severely Hurting Business

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

@Helmut Geissler - I'm not sure if I was clear above, but I have already contacted support. They informed me they are no longer editing the business summary as part of an internal policy change that occurred 2 months ago.

 

That is why I am looking for alternative solutions here

How to Edit Incorrect Business Summary - Severely Hurting Business

Top Contributor
# 10
Top Contributor

before diving deeper into your matter:

 

please elaborate why the snippet or editorial is wrong

(be aware please I as a German might need more insights about your business to undersatnd why there editorial is wrong)

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile