Answering Questions
Now let's actively manage your Q&A section — answering existing questions, handling incorrect answers, and staying on top of new questions as they come in.
How to Answer Questions
What to do
When you find questions on your listing, answer them as the business owner.
Step by step
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Search for your business on Google Search or Google Maps.
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Find the Q&A section and click on the question you want to answer.
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Click "Answer this question" or the answer button. You may need to sign in with the Google account that owns your Business Profile.
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Write your answer. Be clear, helpful, and accurate. Include relevant details.
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Submit your answer. It will appear on your listing, ideally marked as being from the owner.
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Upvote your own answer. Click the thumbs up on your answer to give it an initial boost. This helps it appear more prominently than other answers.
Writing Good Answers
What to do
Make your answers helpful and professional.
Step by step
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Be direct. Answer the question clearly. "Yes, we offer emergency callouts 24/7" is better than "We have various services available."
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Be complete. Provide enough information to fully answer. If they ask about parking, mention where it is, if it's free, how many spaces.
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Be accurate. Only provide information you're certain about. Wrong information is worse than no information.
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Be professional. Even if the question seems silly, answer politely. Other customers will read this.
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Include next steps. When relevant, guide them: "Yes, we do — give us a call to discuss" or "Yes, check our website for the menu."
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Keep it concise. Answer thoroughly but don't ramble. A few sentences is usually enough.
Examples by industry
Q: "Do you cover Ivybridge?" | A: "Yes, we cover Ivybridge and the surrounding South Devon area. Give us a call and we can usually get to you the same day."
Q: "Is it dog-friendly?" | A: "Yes! Well-behaved dogs are welcome inside, and we have water bowls available. We also have a sheltered outdoor area if you prefer."
Q: "Are you accepting new NHS patients?" | A: "Yes, we're currently accepting new NHS patients. Give reception a call on [number] to register."
Q: "How much for a simple will?" | A: "Our standard single will is £150 plus VAT, or £250 for a couple's mirror wills. Complex estates may cost more — call us for a free quote."
Dealing with Incorrect Answers
What to do
If someone has answered incorrectly, you need to address it.
Step by step
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Add your own correct answer. Even if there's already an answer, you can add another. Post the correct information as the business owner.
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Upvote your answer. Click thumbs up on your correct answer to help it rise above the incorrect one.
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You can mark incorrect answers as unhelpful. Click thumbs down on wrong answers. Get staff or family to do the same (legitimately) if needed.
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Report clearly inappropriate answers. If an answer is spam, offensive, or malicious, you can report it to Google. Click the three-dot menu on the answer.
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You generally can't delete others' answers. Unless they violate Google's policies, you're stuck with them. Your strategy is to outrank them with better answers.
**Answer first, answer fast.** If you answer questions quickly, your answer becomes the primary answer. Random people typically only answer when there's no existing answer. Be first.
Monitoring for New Questions
What to do
Set up a system to catch new questions quickly.
Step by step
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Check your Q&A regularly. At least weekly, search for your business and check the Q&A section for new questions.
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Set up Google Alerts (partial solution). Create a Google Alert for your business name. This may catch some Q&A activity, though it's not reliable for all questions.
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Use the Google Maps app. If you're signed in as the business owner in Google Maps, you may receive notifications about new questions.
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Add to your routine. When you check your reviews (which you should do regularly), also check Q&A. Make it part of the same habit.
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Respond quickly. When you find a new question, answer it promptly. The longer it sits, the more likely someone else answers incorrectly.
Reporting Problematic Questions or Answers
What to do
Sometimes questions or answers are inappropriate and need to be reported.
Step by step
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Find the question or answer in your Q&A section.
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Click the three-dot menu (or flag icon) next to it.
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Select "Report" or "Flag as inappropriate".
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Choose the reason: Spam, off-topic, offensive content, conflict of interest, etc.
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Submit the report. Google will review and may remove the content if it violates their policies.
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Don't expect immediate removal. Google reviews reports manually. It can take days or weeks, and they may decide not to remove it.
**Questions asking for quotes or personal situations.** Sometimes people ask very specific questions like "How much to fix my specific boiler problem?" Answer generally ("Prices vary based on the job — call us for a free quote") rather than guessing at their specific situation.