The suspension of a Google Business Profile (formerly Google My Business) not only impacts a business’s visibility on Google. It also triggers a side effect that is often overlooked, but has far-reaching consequences for a company’s reputation: all customers who have left a review receive an automatic notification that their message is no longer visible… with an ambiguous, even worrying message.
Summary and contents of the page
Automatic notification sent to customers
Let’s take a concrete example. When a user has left a positive review of a local business – in this case a tree trimmer named DB Elagage – and the listing is suspended or removed from Google Maps, they receive this message:
“Your review is not visible online”.
Thank you for your contribution. Unfortunately, we are unable to publish it at this time. In this case, your content was not necessarily a problem. It could not be published because the location concerned has been removed from Google Maps.
This type of message can cast doubt in the user’s mind:
- Has the company closed?
- Has it been reported?
- Has my review been censored?
- Is it a problem of seriousness or legality?
Although Google points out that this does not necessarily mean that the content is problematic, the impression left on the customer is often negative.
Direct damage to e-reputation… even without malicious intent
This phenomenon creates a snowball effect on confidence:
- The customer’s opinion is masked, which can be interpreted as censorship.
- He receives an automated message without context, which may raise suspicions.
- He questions the company’s legitimacy and reliability.
In just a few hours, a suspension can wipe out all public notices and send an involuntary warning signal to dozens of customers, or even more if the listing was well referenced. All without the company having the opportunity to communicate or anticipate.
The real danger: a silent bad buzz
One of the most dangerous paradoxes here is that this notification doesn’t make any noise on social networks… but it sows confusion on a large scale, in silence. Worse still: some loyal customers, taken by surprise, may seek to understand and spread their incomprehension online (forums, social networks, word-of-mouth…).
And in a context where customer reviews have become a pillar of local visibility, every review lost is also a blow to local SEO.
What to do if your card is suspended
- React quickly by identifying the cause of the suspension (non-compliance with instructions, duplicate forms, reporting, etc.).
- Only request reactivation via the official Google form once you’ve identified the cause, justifying your activity.
- Communicate with your customers via other channels (email, social networks, website) to reassure them: explain the situation and announce that reviews will return as soon as the listing is restored.
- Monitor your reputation with a monitoring tool or an e-reputation partner: this will enable you to detect any spread of doubts or rumors as a result of this situation.
My expert opinion on E-reputation
The suspension of a Google listing is more than just a loss of visibility: it sends a direct and visible signal to your community of ambassadors, your most committed customers. It’s best to be aware of this in order to anticipate and react quickly… and avoid a passive but lasting bad buzz.
