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  1. #1
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    Google Calls for NAP Verify

    Hello,
    I have been getting informed by some of my clients that they are getting calls from a "foreign" call center that is simply verifying the address. When I looked at back at my notes it looks like it only happens to the client's whose listing went to Pending status after verification. So far I havent been able to see much of a correlation on why they are getting called, or the outcome of what happens after they talk to them. Am I doing something wrong that could be causing this?

    Has anyone else seen or heard of this?

    I know they did something similar a couple of years back but I haven't seen this in a while and it is not as certain that they will call like before either.
    Ray Laminack IV
    Jr. SEO Analyst

  2. #2
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    Re: Google Calls for NAP Verify

    Hey Ray,

    It's pretty normal for this to happen still.

    Are most of these businesses S.A.B's by any chance?
    Colan Nielsen l GMB Top Contributor
    Vice President, Local Search at Sterling Sky
    Connect on Google + and Twitter

  3. #3
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    Re: Google Calls for NAP Verify

    Quote Originally Posted by Colan Nielsen View Post
    Are most of these businesses S.A.B's by any chance?
    Yes that was my 1st thought too Colan.

    Also are they all in a specific industry? If not can you give us a couple of them?
    Linda Buquet .:. Forum Founder, Google Local Specialist

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    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  4. #4
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    Re: Google Calls for NAP Verify

    I get these calls from time to time for my SAB. The last time it appeared to be triggered by a suggested edit in MapMaker. I have the # programmed in my phone so that I can answer and be prepared to give good answers.
    My landscape marketing blog is at triple16.com

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    Re: Google Calls for NAP Verify

    Our SAB use to get these all the time while I was cleaning up directories and correcting our addresses.

    I was going to suggest to make sure you have your receptionists or whomever answers the phone ready with the right address information. Also, make sure to always answer the phone with your full company name.

    My receptionists have reported that they have actually called a few times, heard them answer with our company name, and then they would immediately hang up.

    Sounds like your on the right track though with programming their number.

    Good luck!

  6. #6
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    Re: Google Calls for NAP Verify

    Good point Ross. Be sure to answer with company name and it goes without saying that's the same name that should be on the Place page.

    Back when Google was deleting SABs left and right, I did a whole section of my training instructing consultants about how to coach their clients to handle a Google moderator call.

    My most important tip - if you have a wife or receptionist or anyone that answers the phone or even workers while receptionist is at lunch...

    Have it rehearsed. Be honest, short, sweet and very specific. They don't have time to listen to a long explanation and often don't understand English well. Don't ramble on about "well we usually see clients at their location, but occasionally customers come here to pay bills... or... and... then sometimes too... this that and the other." I've heard they just hang up sometimes before you get that long point across.

    SABs should answer any location specific Qs and then when they ask something related to do you see customers there or the trick question which is totally dumb of "is this a storefront?". Simply say something like: "No we don't see customers here, but we have already hidden our address on our Place page, so we are in compliance."

    You NEED to tell them that because they called and were going to delete me even though my address was hidden. But they thought it was visible. I think sometimes they are working off a list that is not up to date or something.
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  7. #7
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    Re: Google Calls for NAP Verify

    Good News!

    I don't have my records here with me, but if my memory serves correct I believe they were SAB's. I like what Linda said though about kind of rehearsing your responses.

    Thank you everyone! It's really nice to have this to bounce ideas off each other and kind of double check everything.
    Ray Laminack IV
    Jr. SEO Analyst

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    Re: Google Calls for NAP Verify

    You can also make sure to put your full address, business name, and even directions to your location on your voice mail. That way if you miss the call they still get the info they're looking for.

  9. #9
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    Re: Google Calls for NAP Verify

    Really good tip. Name:  icon14.png
Views: 108
Size:  589 Bytes Thanks Chad!
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  10. #10
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    Re: Google Calls for NAP Verify

    For troublesome clients who can't seem to answer the calls properly, or for borderline type businesses that get frequent calls from google:

    use twilio, program it to automatically detect the callerID of google numbers and route them to a special voicemail that gives them all the info they need, 24-7. Make sure to include something in the voice mail that really indicates that you take customers AT YOUR LOCATION. Especially for SABs that get a lot of these calls. A lot of SABs that do service calls but ALSO provide services in their location get misunderstood and google gives them such a hard time. For instance, a mechanic/tow truck business. Or a moving company that also rents trucks, or a music school that does lessons in peoples homes but also at their location, or an in house nursing company that also sees patients in location. There are so many of these types of businesses and Google does not serve them well at all.

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