Real-World Case Studies of Google My Business: What Every SME Must Know
“Google My Business is a powerful friend when it works — and a silent saboteur when it doesn’t.”
In today’s local-first digital ecosystem, Google My Business (GMB) is often the first impression a customer gets of your brand. For small and medium enterprises (SMEs), it can be a lifeline to visibility, credibility, and trust. However, there’s a lesser-known side to GMB — the potential for misinformation, loss of control, and reputational damage.
At Macinfosoft, we’ve worked with multiple clients across India, Estonia, and Europe who’ve faced unexpected and even unjust issues with their GMB listings. Here are three real-world case studies to help you understand the impact and how to prepare your business.
Case Study 1: OMVAPT – “Permanently Closed” Without Warning
Company: OMVAPT Pvt Ltd
Sector: Cybersecurity (Remote-first)
Issue: GMB marked the company as “Permanently Closed”
Location: Bengaluru, India
The Problem
Despite being fully operational and operating under a remote-first model, OMVAPT’s Google Maps listing was falsely marked as “Permanently Closed.” This happened after the expiration of a WeWork address lease — a change misinterpreted by GMB’s automated systems or third-party edits.
Impact
- Business inquiries were disrupted due to perceived closure
- Prospective clients hesitated to engage, assuming inactive status
- Brand reputation was challenged, particularly for new leads
Actions Taken
- OMVAPT contacted Google My Business (GMB) Support directly, following all recommended steps and verification procedures
- Submitted necessary documentation and location updates
- Despite complying fully, Google has not rectified the incorrect status
Resolution Strategy
- Public clarification published: OMVAPT’s Statement
- Shifted to remote-first identity in all branding and customer communication
- Actively informed clients through newsletters, blogs, and CTAs on digital channels
Key Lesson:
Even with direct support engagement and compliance, GMB issues may remain unresolved. Proactive brand communication and narrative control are essential.
Case Study 2: Ayurveda Wellness Centre – Hijacked by a Competitor
Company: (Name confidential)
Sector: Health & Wellness
Issue: Listing hijacked and rebranded
Location: Mumbai, India
The Problem
An Ayurveda clinic owner lost access to their GMB listing, which was hijacked and renamed by a competitor, directing calls and bookings to a different business altogether. The hijack occurred due to a weak Gmail recovery protocol and outdated contact details in the GMB admin.
Impact
- Direct revenue loss (~₹4.5 lakhs/month)
- SEO damage due to NAP (Name-Address-Phone) inconsistency
- Legal complications due to shared customer data under old listing
Resolution
- Legal notice served through a cyber law advisor
- GMB profile recovered via Google support escalation (3-week process)
- Switched to using Google Workspace admin-controlled accounts
- Activated 2FA and Google Alerts for brand name monitoring
Key Lesson:
Always secure GMB with an organisational account, use verified recovery options, and monitor brand mentions proactively.
Case Study 3: Cafe Startup – Ghosted by Negative Reviews
Company: Local Café
Sector: Food & Beverage
Issue: Fake negative reviews from unknown accounts
Location: Tallinn, Estonia
The Problem
Within two months of launching, a small café in Tallinn received 25+ 1-star reviews — all from accounts with no local activity. The reviews were vague, non-specific, and appeared in clusters, damaging the café’s newly built reputation.
Impact
- Plummeted to 2.3 stars on GMB
- Drop in footfall by 40%
- Google refused to remove most reviews citing policy limitations
Resolution
- Launched a reputation recovery campaign:
- Engaged local influencers and loyal customers
- Ran a 10%-off check-in campaign to boost check-ins and organic reviews
- Began using Review Management Tools with sentiment tracking
- Recovered rating to 4.1 stars over 4 months
Key Lesson:
Proactively request reviews from real customers and respond publicly to fake ones to demonstrate transparency.
The Common Threat
| Risk Type | Common Trigger | Resolution Strategy |
|---|---|---|
| Incorrect “Closed” Status | Expired lease, unverified address | Public blog + Alternate verification |
| GMB Hijack | Weak login protection | Legal notice + Secure Workspace |
| Fake Reviews | Competitor attack or bots | Review campaigns + Response strategy |
How Macinfosoft Helps Businesses
At Macinfosoft, we believe your digital brand should reflect reality — not Google’s assumptions. We offer:
- ✅ GMB Listing Recovery & Optimisation
- ✅ SEO & Local Presence Management
- ✅ Brand Monitoring & Review Defence
- ✅ Remote-First Digital Strategy Design
💡 Let your customers see the real you — not just what Google shows them.
Final Words
Google My Business can make or break your local visibility. But when things go wrong, your resilience, communication, and strategy determine how fast you bounce back. Learn from others. Stay proactive. And remember — your reputation is too valuable to outsource entirely to algorithms.
Ready to Talk?
Book a free consultation with Macinfosoft’s digital strategy team. Let’s help your business stay visible, resilient, and verified — wherever your customers find you.
