Learn from my mistake - Don't F*** with Google
2 weeks ago, my Google My Business account was SUSPENDED!
Yep, you heard me. Done, donezo, finito, gone … and sadly, never to return.
I want to share this with you all for 2 reasons:
This can happen to ANYONE, including digital marketers like myself (some things we just have no control over the circumstances)
Don’t rely on just one digital marketing platform to promote your business, because it can be taken away at any time!
Here’s how it all went down …
A few months ago, I moved into my new office (a room I’m subleasing inside an epic company’s office space) - this is the first office The Social Collective has occupied and what an exciting moment it was!
For the first time, I was able to start offering in-person sessions on-site to my clients (in addition to online and at their offices), but there was one small hurdle to jump over - getting my location showing up on Google Maps.
The office I rent is inside a bigger office space, which is one of 3 buildings on the same piece of land (all up there are over a dozen businesses that all operate at the same location). This was making it confusing for both clients and couriers to find me, so … I thought I’d make it easier.
I jumped on Google My Business, edited my location and made my location public.
Now here’s where the drama started …
Issue #1 - Not having any signage on the building
To get verified on Google you have to have proof that you actually work in that space - this looks like signage outside your office (ideally somewhere visible on the street).
Side note: If you’re wanting for a postcard to come to verify your address - these rarely ever come, so don’t hold your breath.
This held up the process for a few months while I organised signage, but my Google page was still live and collecting the most amazing Google reviews from clients of ours.
The day finally came where I could verify my office - the signage was up both in the office and at the door.
I jumped on the opportunity to verify my location - I sent in the photos and the video of me walking around to show the Google team the signage.
The verification was finally approved - THE JOY! Finally my business had a permanent (and visible) location on Google.
That’s when it all came crashing down …
Within a minute of being verified, by account was SUSPENDED!
I received an email from Google to let me know there had been ‘suspicious activity’ on my account (which I can only assume was me making a couple of edits to my GMB profile), which resulted in my account being suspended. I was sent their guidelines and a link to submit a form for reinstatement - both of which I followed and completed. As far as I could see, we ticked all the boxes and met all the requirements.
Google, to much frustration are virtually impossible to get hold of in any way other than emails, so after a week of going back and forth, only to still be told I was suspended, it became clear that I wasn’t going to get my account back.
They are legally not allowed to provide any reasons as to why this had happened, which makes it all the more frustrating, but let this be a lesson to you all that things can disappear in the social space in an instant.
What makes me laugh (using the word very loosely) is how ironic it is that so many people have issues with not being able to remove Google reviews, and here I was thinking my account would never disappear, and yet here we are.
Where are we now?
Well … after realising that I was flinging myself at a brick wall trying to get reinstated, I accepted that I needed to start again.
I opened a brand new profile and hilariously, was verified instantly (and I only needed to send in my email address to be emailed a code - no videos, photos, nothing - this was never an option the first time round, so I’m still scratching my head to this day).
Then I got to work … On a mission to get back the Google Reviews I lost (and am never going to see again due to the suspension) I reached out to every current and former client of The Social Collective, along with sharing my story on Instagram and to my complete joy, so many people showed their support and gave me and my team glowing reviews.
What are the lessons I want to share with you all?
Other than the 2 I shared at the beginning of this story, I’d like to share a few others:
Always save copies of your reviews (and share them across your platforms) - I screenshotted some but not all, and I regret that big time!
Tread really carefully when you deal with Google - they ultimately have power
Know that when it comes to digital marketing, it’s not the end of the world - while this absolutely sucked, I know I’ll look back at this in a few months (even today) and laugh at the situation and know it doesn’t define me or my business
Hopefully through reading this you’ve taken a lesson or 2 away from my situation.
As a final note, for anyone who has worked with myself or my team, have attended a workshop, read my Coffees and Content newsletters, or listened to me speak, I’d love for you to share your experience as a Google Review for us here: https://g.page/r/CaJtXRzRfnbJEAI/review
Take care, save backups, and see you next time!
Loren
