Industry: Healthcare (Dental)
Service Focus: Google Business Profile Optimization
Overview:
For local businesses, your Google Business Profile (GBP) acts as a gateway for potential customers to reach out—often with just one tap. But what happens when the phone number doesn’t show up on the profile at all?
In this case study, we reveal how one small but critical issue—a missing phone number on the GBP—was silently blocking customer inquiries. By identifying and fixing this issue, along with applying local SEO best practices, the business quickly regained call traffic and improved its digital performance.
Client Overview:
Our client Chungath Dental & Orthodontic Clinic, a well-known dental clinic, is trusted by patients across its local area. The goal of this campaign was to ensure the clinic’s phone number was properly displayed on its Google Business Profile, enabling potential patients to easily connect for appointments and inquiries.
The Challenge: No Calls
Although the business had a verified Google Business Profile and appeared in local searches, they weren’t receiving any calls from potential customers.
On closer inspection, we discovered the root of the problem:
The phone number was not visible on the profile.
This meant customers couldn’t find a way to contact the business directly—even if they were ready to make a purchase or book a service. This seemingly minor display issue was silently costing the business valuable leads.
The Solution: Fixing the Visibility Gap
We implemented a targeted action plan to correct the issue and boost overall profile performance:
- Resolved the Phone Number Display Issue
- Investigated the missing phone number and ensured it was correctly entered and verified in the backend.
- Ensured compliance with GBP guidelines and settings so the number would appear on the live profile across both mobile and desktop views.
- Google Business Profile Optimization
- Refreshed the business description, added recent photos, and adjusted business categories for relevance.
- Posted timely updates and offers to re-engage local searchers.
- Improved Local Presence via Directories
- Updated and added the business to major local directory listings to increase online visibility.
- Made sure each listing had consistent NAP (Name, Address, Phone Number) information to strengthen local SEO.
- Built and Managed Social Media Profiles
- Created and actively maintained business profiles on platforms like Facebook and Instagram to support brand awareness and engagement.
- Shared regular posts, updates, and customer reviews to enhance trust.
Results After Optimization
- Phone Calls Resumed: Within days of fixing the phone number visibility issue, customer calls began flowing again.
- Conversion Quality Improved: Even though overall GBP interactions like views or direction requests were slightly down from the previous month, the business started seeing real engagement through calls—a much more meaningful metric.
- Improved Trust Signals: NAP consistency and an active social presence helped build customer trust and reinforced the business’s credibility in local search.
- Boost in Local SEO Strength: With directories updated and GBP fine-tuned, the business became more discoverable to high-intent local searchers.
Key Learnings & Takeaways
- If your phone number isn’t showing on your GBP, you’re invisible to your most valuable leads.
- Don’t overlook small technical issues – they can directly block conversions.
- Focus on conversion-first metrics like calls and actions rather than just views.
- Combining Google Business Profile optimization with local SEO strategies creates long-term visibility and customer engagement.
Final Thoughts
In today’s mobile-first world, local customers expect instant access to business details. This case shows how fixing a single but vital issue – a missing phone number- can restore customer trust and reignite real business growth.
Want to Make the Most of Google Business Profile Updates?
If you’d like to learn how to create effective and engaging updates for your Google Business Profile, check out our blog on GBP Updates: Best Practices for Maximum Impact.’ It covers how to create better Google Business Profile updates to engage your audience and support local SEO performance.