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  1. #1
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    Exclamation Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

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    Is your business open during times the majority of customers are looking for your service?

    With Google's emphasis on showing business hours AND hanging a big red "Closed Now" sign on your listing after hours, it's super important to make sure your hours are correct. And when she's showing that "Closed Now" label, have you ever wondered how much potential business you are losing?

    If I had an emergency at 10PM, who am I going to call in the pack above! The one that's open right? Note that one at the bottom of the pack has the least amount of reviews - but if a consumer is in need, they'll call whoever looks open. (So in this case "Open" trumps both ranking and reviews.)

    I read an interesting post By Dan Paradee Energy Circle last week.

    Avoid Being “Closed Now” on Google! | Energy Circle PRO | Energy Circle PRO

    Most companies are open 8:00 am to 5:00 pm, so what happens when a customer is using Google at 5:30 pm? As of August 7th, Google has taken to hanging the ‘Closed Now’ sign shamefully around the neck of businesses after hours. Ouch.

    A five month study of a successful home performance companies phone data found that 13.2% of calls occur outside the hours of 8:00 am and 5:00pm, while an incredible 19.8% of calls occur outside the hours of 9:00 am and 5:00 pm. If you have made the mistake of opening at 9:00 am instead of 8:00 am, you could be missing out on major call volume.
    Above is just a partial snippet, click through to read the rest.

    But Dan basically goes on to say everyone should set their hours to 24 hours a day as long as they have an answering machine taking calls, rather than lose business.

    While I'm all for boosting sales, I would never recommend fudging hours. Google wants them accurate!. PLUS if I was the consumer with a leak & called you because your listing said you were open... I would be ticked that you weren't and I only got voice mail and a return call the next day.

    However I would bring this up to clients, show them a screenshot like the one above for their business, when it's closed. And ask to be sure they have the longest possible hours set up on GMB when the phone can really be answered and service can be provided. Possibly encourage them to track how early and late most calls come in via voicemail and change staff hours so someone answers phone 2 hours earlier and 2 hours later, or whatever their call times dictate.

    Most consultants think of hours as far as just making sure they are accurate. Depending on the type of business call times could be critical. So given the red "Closed Now" sign and how it could cost leads and sales - maybe it's time to think of hours as just one more small way to boost conversion rates.

    Just one more thing to talk to clients about to ensure they know you have their back and are always looking for every opportunity to increase sales - not just ranking!

    What do you think?

    Have you ever looked at hours as a conversion rate factor???


    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!

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

  2. #2
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    Any thoughts on how it should be done for a business that is 24x7, but their actual walk-in store is only open until 6pm?

    Particularly, the company is a Carpet Cleaning company, but they also do water extraction. They have staff 24x7, but their physical location closes at night - so no more walk ins.

    How should the Maps be set? As 24x7, or by the hours, since in theory, the map is telling people how to find the actual location?

  3. #3
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    Hi Conor,

    If it's a walk in location like a store, then the hours need to reflect when it's actually open for walk in traffic.
    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".

  4. #4
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    What a bummer. I guess this is further encouragement for the client to abandon his physical location (which rarely receives walk-in traffic) and define his business as a mobile only business.

    Frustrating at times to say the least

  5. #5
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    I was going to suggest that. Google would normally classify carpet cleaners as service area and would think address should be hidden anyway. Even if commercial location, if they don't really get walkins and are mainly servicing on-site, that's what I would do. Then I think you can change hours to when phone is answered.

    Changing to service area and hiding address WON'T hurt ranking but expanding hours could potentially increase business.
    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".

  6. #6
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    However I would bring this up to clients, show them a screenshot like the one above for their business, when it's closed. And ask to be sure they have the longest possible hours set up on GMB when the phone can really be answered and service can be provided. Possibly encourage them to track how early and late most calls come in via voicemail and change staff hours so someone answers phone 2 hours earlier and 2 hours later, or whatever their call times dictate.
    Great advice Linda. I definitely want to do this with clients.

  7. #7
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    Quote Originally Posted by Conor Treacy View Post
    What a bummer. I guess this is further encouragement for the client to abandon his physical location (which rarely receives walk-in traffic) and define his business as a mobile only business.

    Frustrating at times to say the least
    Not to get totally off subject of hours but...

    I found it interesting that Linda would say "Google would normally classify carpet cleaners as service area and would think address should be hidden anyway."

    Only because I stumbled upon the notion earlier this year that Google may pre-classify businesses based on what she sees in the rest of the industry and have some expectations.

    The scenario was with pest control and hiding the address. As soon as I turned on the radius feature on the profile and hid the address the profile went up in ranking 3 positions shortly afterward. It was the sole edit I had done on that business within 6 months.

    Just thought I'd share that in case it can help anyone out there.
    Louis Nava :: Google Maps Street View | San Diego 360 Tours |
    Increase Visibility and Trust with Google Maps Street View for Business

  8. #8
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    Quote Originally Posted by Louis Nava View Post
    Not to get totally off subject of hours but...

    I found it interesting that Linda would say "Google would normally classify carpet cleaners as service area and would think address should be hidden anyway."

    Only because I stumbled upon the notion earlier this year that Google may pre-classify businesses based on what she sees in the rest of the industry and have some expectations.

    The scenario was with pest control and hiding the address. As soon as I turned on the radius feature on the profile and hid the address the profile went up in ranking 3 positions shortly afterward. It was the sole edit I had done on that business within 6 months.

    Just thought I'd share that in case it can help anyone out there.
    I am intrigued enough by this that I'm going to try it on my own in-home caregiving agency's website. We'll see what happens!

  9. #9
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    Re: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    Quote Originally Posted by Louis Nava View Post
    Not to get totally off subject of hours but...

    I found it interesting that Linda would say "Google would normally classify carpet cleaners as service area and would think address should be hidden anyway."

    Only because I stumbled upon the notion earlier this year that Google may pre-classify businesses based on what she sees in the rest of the industry and have some expectations.

    The scenario was with pest control and hiding the address. As soon as I turned on the radius feature on the profile and hid the address the profile went up in ranking 3 positions shortly afterward. It was the sole edit I had done on that business within 6 months.

    Just thought I'd share that in case it can help anyone out there.

    Totally agree with you Louis! I think there is classification, almost like stereotyping. Certain industries always go out to see clients, therefore they should be service area businesses - in the eyes of the algo.

    On the other hand, I've done consulting for attorneys that set up a service area, thinking they'd rank in all the cities they set up. I think that hurt them because then they were non-standard, since most attys are not service area businesses. So it broke the mold and set them apart - and not in a good way. (Pure supposition on my part, just knowing how the algo thinks and how it likes to standardize and generalize and how it is not very forgiving for business models that are outside the norm.)
    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: Are you CLOSED NOW on Google? Business Hours as a Conversion Rate Factor

    Quote Originally Posted by tcolling View Post
    I am intrigued enough by this that I'm going to try it on my own in-home caregiving agency's website. We'll see what happens!
    Your industry is tricky and not clear cut I would think Tim IF you have an office where clients come in to talk to you about care for a family member. So if you do have a walk in office for meetings BUT obviously with in-home care, you are doing all the work on-site then I would think in Google's eyes you could go either way.

    Now if on the other hand you don't have an office and do all work from home and have meetings at the client's home, then you def should be hiding address.
    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".

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