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If your Google Business Profile is visible but the phone is not ringing, there may be a problem between the search result and the call. A customer might not trust the reviews, might not see enough proof of your work, or might be looking at a phone number that is out of date.

Here are three checks to make before assuming there is no demand for your service. There is also a bonus: ways to give customers more than one convenient way to contact you.

1. Compare your reviews with local competitors

Start by looking at your profile alongside the businesses that appear for the services you offer. Reviews are often part of a customer’s decision. People want to know who you are, what you do and what other customers thought before they invite a contractor to quote or work at their property.

For example, your profile might have seven reviews collected over 14 years, while competitors have 66 reviews over five years and 111 reviews over a longer period. That does not prove the competitor does better work, but a customer comparing profiles may feel more confident choosing a business with a larger and more recent body of feedback.

Reviews are digital word of mouth, especially when they describe the customer’s experience in detail. A review that explains the problem, the work the business carried out and how the service went can help a future customer imagine what it would be like to hire you. A short “highly recommended” review is positive, but it may not answer as many questions.

Invite customers to leave an honest review after a completed job. Keep the request neutral: do not offer incentives, pressure people, or ask them to use particular words.

Customers should describe their own experience in their own way. Google says more reviews and positive ratings can help local ranking, but review count alone does not guarantee a top-three position or a phone call. support.google.com

2. Check whether your photos show the business you run today

Open your profile and review its photos from a customer’s point of view. Do they show the standard of work you provide now, or are they old, sparse or mostly uploaded by customers?

Before-and-after photos can be especially useful for work where the change is visible. Take both photos from roughly the same spot so people can compare the result. Include other genuine images that help customers picture what to expect: your premises, team, service vehicles, equipment and completed work.

A few short videos can add context too. They can show the condition of a space before work begins, how the team carries out a job, or the finished result. Keep images clear, current and relevant to the services you provide.

James recommends building a varied gallery of around 50 useful photos as a practical target. Treat that as a recommendation, not a Google requirement. The goal is to give customers a clear picture of your business, rather than reaching a number for its own sake.

3. Verify that your contact details are correct and easy to use

A small mistake in your phone number can cost you an enquiry. Check the number on your Google Business Profile against the number on your website and the number your team currently answers.

This is easy to overlook because you see the number so often. In audits, James has found profiles with an old landline that no longer worked, a number with one digit wrong, and a former manager’s number that remained on the listing after they left. Check the business hours too, so customers do not get conflicting information.

Also look at how customers reach you from Google. Google may display different contact options depending on the profile, device or region, so check what your listing currently shows in Search and Maps. If the call button is not visible in the result, open the profile and check whether customers can find the number there.

If the profile sends customers to your website, make the phone number easy to spot. Put it near the top of the page and make sure it is tap-to-call on a mobile phone. Try a practical seven-second test: can someone who is unfamiliar with your site spot the number quickly? If it is buried near the bottom, move it somewhere more obvious.

Bonus: Offer other ways to contact you

Not every customer wants to make a phone call. Some would rather book online, send a text or contact the business through WhatsApp. Giving people another suitable route can make it easier for them to take the next step.

Eligible businesses can add booking links to their Business Profile. Use a link that takes the customer to the relevant booking or appointment page, and check that it works on a mobile phone. Google Business Profile Help

Google also supports a WhatsApp or text-message contact option for claimed and verified profiles in select regions. Availability varies, and if both are added, Google says only the text-message option will be shown. Check your profile settings and what customers can actually see in your area before relying on either option.

The principle is simple: make contacting you easy. Keep the phone number accurate, make online booking straightforward if it suits your business, and use messaging options only if you can respond to them reliably.

Review the full customer journey

These checks work together. Reviews help build confidence; photos show the quality and nature of your work; correct contact details let customers reach you. If any one of these is missing, a person who found your profile may still choose another business.

A free Google Business Profile audit can help identify issues across your profile, website and local competitors. A manual audit can check contact details, reviews, images and other profile information, then give you a practical list of improvements. Fixing the basics can help you make better use of the visibility you already have.