Google My Business
If I don't have a physical address listed on Google, can I still set up the Reserve with Google integration?
If you don't have a specific address listed on Google, you can use a placeholder address on the integration configurations screen during setup. After you enter a placeholder address, please contact integrations@servicetitan.com for help with the account matching process.
How can I report issues with fraudulent businesses in Google Maps or Google My Business?
You can report issues with fraudulent businesses in Google Maps or Google My Business by submitting a Business Redressal Complaint Form to the Google Maps team directly.
How is Local Services Ads different from Google My Business?
Google My Business is a free and easy-to-use tool for businesses and organizations to manage their online presence across Google, including Search and Maps. With your Google My Business account, you can see and connect with your customers, post updates to your profile, and see how customers are interacting with your business on Google.
Reserve with Google and Google Local Service Ads (GLSA) Merge
With Google sunsetting the GLSA booking link, will I lose the ability to receive bookings on my Local Services Ad?
Your Reserve with Google booking link will be applied to both your business profile, for maps and search, and your Local Services Ad. If you haven’t already done so, we recommend setting up your Reserve with Google integration with ServiceTitan so that you can continue receiving bookings from both sources. Below is a screenshot of the end customer experience with the new GLSA booking, powered by Reserve with Google.
Do I need to reperform integration configurations, such as job type mapping, if I already have the Reserve with Google integration set up in ServiceTitan?
No action is needed if your Reserve with Google integration is already set up. The widget you configured for Reserve for Google, whether the free version or the version powered by Scheduling Pro, applies automatically.
After the conversion happens, how will I know if a booking came in via Local Services Ad or directly through Reserve with Google?
Bookings originating from Local Services Ads will appear in the LSA leads inbox in Google.
Are both Reserve with Google and GLSA integrations available in Canada?
Yes. Both the Reserve with Google and GLSA integrations are available to both Canada-based and US-based companies.
Google Guarantee
Do I need to have Google Guarantee to use Local Services Ads instant booking?
Yes, this allows your businesses to benefit from Google’s powerful endorsement. Mostly, customers trust Google’s recommendation.
What is my status in the Google Guarantee process?
You can see your status about the Google Guarantee process in your Google dashboard, also you receive email notifications throughout the process of getting the google guarantee.
What if one of my technicians doesn’t pass a background check? Does the whole business fail?
Yes, Local Services platform has strict policies about the background check of your employees, contractors, and sub-contractors ensuring your workers comply with these policies to get Google Guarantee. Learn more about the Local Services platform policies.
What if I add a new technician after I received the Google Guarantee?
Share this update with Google directly so that Google completes the background check for your new team member. Reach out to Google support to learn more about how to submit the details for your new technician.
How can I find out if the booking Local Services Ads feature is enabled in my market?
Booking Local Services Ads is available nationwide in the United States. To learn more, see Manage leads and jobs.
Does Google have phone support if I have questions?
Yes, please contact Google for sales/onboarding at: 1-833-272-1444 and for live support: 1-650-260-5700. You can submit your issue via our Contact Us form.
How can I reassure my employees that their personal information used for the background checks is safe on Google?
Background check providers are prohibited from sharing individual or company background check information with any party other than the individual or company whose background was checked. Google receives notification from background check providers that a company is (or isn’t) eligible for the Local Services Ads platform, but Google doesn’t see the specific background check information of any individual worker or company. You can’t share the results of any individual worker’s background check with Google. To learn more, see Background checks.
What if I requested background checks for my employees but one of them stopped working for my company while the check is still in process, how can I notify Google?
Please work directly with your background check provider to make updates:
Pinkerton: pes.disputes@pinkerton.com or (800) 635-1649, Monday through Friday, from 8:00 am to 8:00 pm Eastern.
Evident: You can contact Evident support.
Why does Google require an occasional recertification?
After your company is approved to use the Local Services platform, your company will be subject to periodic recertification checks. Where permitted by local law, these checks are conducted by your background check provider without requesting any further information from you. If you are requested to provide updated information during the recertification process, we recommend you to respond as quickly as possible within the time requested.
How do we update our certificate of insurance after I’ve been Google Guaranteed?
Once you have been Google Guaranteed, submit your updated insurance document.
Who covers the cost of the background checks?
Google covers all the background checks costs.
What types of offenses does the background check cover in the US?
For each worker, the background check includes inquiries about Social Security number validity and criminal history (including cross-checks against national sex offender and terrorist/sanctions registries). For some services (for example, electricians in many states), worker-level checks can also include licensing requirements. At the company level, the process also includes professional license and insurance verifications, as well as civil litigation history (including judgments and liens from federal and state courts). More information on background checks can be found here.
Google Local Services Ads (GLSA) Best Practices and Costs
How are the Local Services Ads different from Google Services Ads?
Local Services Ads and Google Ads share some similarities, as both ad services allow you to login with the same Google account, and you can view charges and billing information for both products together. But there are also some differences, as you will control your Local Services Ads budget and the ad settings, separately. Another difference is that you are paying for the leads in Local Services Ads but you are paying for clicks on Google Ads.
Does Google aggregate my billing for Local Services Ads and Google AdWords?
You’ll be able to differentiate between charges for Ads which are calculated per clicks and the Local Services Ads charges calculated per leads. If you share billing settings, then you can view charges and billing information for both products together.
What qualifies as a relevant location for Local Services?
Local Services Ads is available throughout the United States and Canada, with the exception of Quebec. However, instant booking is currently only available in the United States. More information on how to reach customers with a service area in your ad can be found here.
What does it cost for the leads?
The leads cost may vary depending on the business category and location. For more information check out the cost estimate tool on the Local Services Ads website.
When do I get charged for the leads?
You’re charged when someone submits the form, or if a call is answered. You can dispute the charges internally through your Google portal.
Does Local Services Ads integration work for me if I have many Google Local Services locations?
Yes, we support multi-location businesses. Note that while you can have more than one Local Services Ads account and location, each location needs to have its own address and be verified by our team. Contact Google support for help setting up multiple location accounts.
What prevents my competitors from spamming me with fake leads?
In the event that a spam activity takes place, you can reach out to Google to dispute those leads and to receive a credit. In the event that the spam activity persists, Google can take steps to prevent this from happening, for instance by blocking phone numbers from calling you, or changing the phone number in your ad. If an advertiser is found to be spamming a competitor with false leads, this can be grounds for removal from the platform. Learn more about disputing leads and our policies.
What is the expected turnaround time for Google to respond to disputed leads?
Google typically processes lead disputes within one week and sends you an email notifying you of the outcome of your dispute. Due to the preventive measures we are taking to protect the health of the dispute specialists in light of COVID-19, this process can be temporarily delayed. Learn more about disputing leads.
How can I receive more leads if I have a Local Services Ads account but I can’t see my budget close to maxed out?
There are few factors that can improve your ad ranking, these include your review score, the number of reviews you receive, and your responsiveness to customer inquiries and requests. Learn more about ad ranking.
Why does my Google Guarantee sometimes disappear and reappear?
Google attempts to spread out the leads you receive over time. This is to prevent you from spending your entire budget early in the budget period. If your ad is generating leads more quickly than your budget can accommodate, you can see your ranking affected or your ad paused temporarily in order to more evenly spread out your leads.
What is a qualified lead and what is not?
Valid leads are related to your business or to the services you offer. More details on invalid leads can be found here.
Will responsiveness still be important with booking leads?
To offer a good experience to customers with booking leads, be sure to limit canceling and rescheduling appointments.
How do customers leave a review on my Local Services Ads profile? Do they receive a link?
You can ask for a review from customers through any of the options listed here. You can, also, use ServiceTitan’s Marketing Pro Reputation Management product to manage your online reputation and reviews.
Where can I go to upload photos on my Local Services Ads profile?
To upload photos on your Local Services Ads profile, go to your Local Services Ads dashboard, on the Profile > Budget tab.
Can I port my GMB reviews to my Local Services Ads profile?
Yes, you can port your GMB reviews to your Local Services Ads profile in the onboarding and account creation processes. If your reviews are not linked, reach out to Google support.
Do reschedules impact a customer’s ranking?
Reschedules could impact a customer’s ranking, particularly if a reschedule prompts a poor review. Reviews are one of the factors that impact the customer’s ranking.
How does Google charge for leads?
In October 2020, Google is transitioning to an auction pricing model instead of the fixed price model and is rolling this out by geography. To learn more, see here.
Does my Google Local Services Ads budget include calls, instant booking, and messaged leads?
Yes, you can set one budget for all Local Services Ads products including calls, instant booking, and messaged leads.