· Notes

How auto repair shops get more calls from Google Maps

How auto repair shops can earn more calls from Google Maps: the right category, real hours, a services list, real photos and honest reviews. No promises.

Short answer: Auto repair shops get more calls from Google Maps when the profile is easy to trust and easy to tap: the right main category, correct hours, a local phone number someone answers, a full list of services, real photos of the shop, and honest reviews with replies. Nobody can promise you the top spot.

When a car makes a strange noise, most drivers search, look at the map, and tap "Call" on the shop that looks open, nearby and trustworthy. Your Google Business Profile decides whether that call comes to you.

What Google says it looks at

Google says local results are mainly based on relevance, distance and popularity. You can't move your shop closer to the driver. You can make sure Google and the driver both understand exactly what you fix, when you're open, and what past customers say about you. A complete, accurate profile is the part you control.

Make the call button work

Use a local number that you control. Google's guidelines ask for a phone number that connects to your location and is under the direct control of the business. They say to use a local number instead of a central call center line whenever possible. You can add up to 2 more numbers, such as a second line or a mobile.

Answer it during the hours you list. A missed call during posted hours is a lost job. If you can't always answer, record a voicemail that says when you'll call back, and return calls the same day.

Keep hours exact, including holidays. Set your main hours, then set special hours for holidays and one-off closures so your regular hours stay the same. Google suggests confirming your hours for official holidays even when they don't change, so customers know they're accurate.

Know that Google may call you. Google sometimes places automated calls to businesses for customers, for example to book an appointment or to confirm the price and availability of a service. Google also warns that if a caller asks for money to keep your business on Google, it isn't Google. Train whoever answers the phone on both.

Pick the right category and list every service

Your first category is your primary category, and you can choose up to 9 more. Pick the most specific one that fits the whole business, such as "Auto repair shop", then add real extras like "Brake shop" or "Oil change service" only if you actually do that work. Google says not to use categories just as keywords.

Then fill in the services list. Businesses in service categories can show their services on the profile, group them, and add descriptions and prices. List the jobs people actually search for: brakes, check engine light diagnosis, alignment, tires, A/C, inspections. Leave prices and phone numbers out of custom service names, because Google rejects those automatically. Add a price in the price field only if you're comfortable sticking to it.

There's a bonus. When a customer reviews a service business, Google may ask them to pick the service they had, and that choice shows in the written review. A full services list gives them the right options.

Show photos that answer "is this place legit?"

Google says an exterior photo helps customers recognize your business when they visit. For a repair shop, add:

  • The front of the building and the sign, as a driver sees it from the street
  • The bays and the equipment
  • The waiting area and the counter
  • Your team at work, with their permission

Skip stock photos.

Earn reviews the honest way, and reply

Ask every customer the same way, with a card at pickup or a text with your review link. Google's Maps policy bans offering payment, discounts or free services in exchange for reviews. Never write reviews yourself or buy them.

Reply to every review. Thank people for the good ones, and answer the bad ones calmly with a way to reach you. Replies are public and the reviewer is notified. Future customers read how you handle a problem as closely as they read the stars.

Watch the numbers that matter

Your profile's Performance page shows Calls, which Google defines as the number of times a customer clicked the call button on your profile. It also shows direction requests and website clicks. Google stopped offering call history reports on July 31, 2024, so you won't see a list of who called. Write the monthly numbers down, and ask new callers "How did you find us?" That gives you a simple, honest picture over time.

What not to do

  • Don't add keywords to your business name, like "Joe's Auto, Best Brakes Aurora". Google says unnecessary information in the name isn't permitted and could get the profile suspended.

Quick checklist

  • Search your shop name on your phone. Do today's hours look right?
  • Tap "Call". Does it ring your shop?
  • Is your primary category the most specific one that fits?
  • Is every service you do listed?
  • When did you last add a photo or reply to a review?

AP Visible offers a free audit that checks your Google profile the way a driver would. Call (331) 298-2109 or use the contact form at apvisible.com.

Frequently asked questions

Can I see how many people called my shop from Google?

Yes. Your Business Profile's Performance page shows Calls, the number of times customers clicked the call button on your profile. Google ended call history reports on July 31, 2024, so you see a count, not a list of callers.

What phone number should I put on my Google profile?

Use a local number that rings your shop and that the business controls. Google's guidelines say to use a local number instead of a central call center number whenever possible, and not to send callers to another business.

Should I list prices for repairs on Google?

Only if you can stand behind them. Google's services editor lets you add a description and a price to each service. Leave prices out of custom service names, because Google rejects names with prices or phone numbers.

Why does Google sometimes call my shop?

Google may place automated calls for customers, for example to book an appointment or check a service's price and availability. Google says a caller asking for money to keep you on Google is not Google.

Related: How we build websites for auto repair shops →

Sources

Written by Priscilla Patel, CEO of AP Visible, which builds websites and manages Google profiles for family-run shops around Aurora and Naperville, Illinois. More notes →

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