10 Most Common GBP Mistakes Malaysian SMEs Make and How to Fix Them Now
Google Business Profile (GBP) is one of the most valuable digital assets for Small and Medium Enterprises (SMEs) in Malaysia. Yet, many business owners still leave their profiles incomplete or riddled with errors — without realising that this directly impacts their ranking in Google local search. According to Moz (2023), GBP signals contribute to 36% of Local Pack ranking factors, making it a critical component that simply cannot be taken lightly. This article lists the 10 most common GBP mistakes Malaysian SMEs make — and how you can fix them quickly, starting today.
1. GBP Profile is Unclaimed
Many business owners are unaware that Google may have automatically created a business profile for them based on public data. An unclaimed profile cannot be managed by you, meaning the information displayed may be outdated or incorrect. This seriously affects customer trust and your search ranking.
How to fix it: Head over to google.com/business and search for your business name. If a profile already exists, claim it through Google's verification process. If it doesn't, register your business from scratch.
2. Wrong or Irrelevant Business Category
Selecting the wrong category is one of the most frequently occurring GBP mistakes among Malaysian SMEs. For example, a laundry shop that selects "Home Cleaning Services" as its category will miss out on searches from customers specifically looking for "laundry near me". The primary category has a strong influence on the types of searches that will surface your profile.
How to fix it: Review your primary category and additional categories. Choose the most specific and relevant categories that match your core business services. You can add up to 10 additional categories.
3. Operating Hours Not Updated
Imagine a customer making their way to your premises based on the operating hours listed on Google, only to find that your shop is already closed. Such a negative experience not only disappoints customers but also damages your business reputation. Inaccurate operating hours also send negative signals to Google's algorithm.
How to fix it: Update your operating hours regularly, especially ahead of festive seasons such as Hari Raya, Chinese New Year, and public holidays. Use the "Special Hours" feature in GBP to set specific hours for particular dates.
4. No Complete Business Description
The business description section in GBP gives you the opportunity to explain who you are, what you offer, and why customers should choose you. Unfortunately, many SME owners leave this section empty. A good description not only helps customers understand your business but also contributes to search relevance. According to Google (2024), complete and accurate GBP information improves ranking in local search.
How to fix it: Write a description of between 250 and 750 characters that covers your key services, the areas you serve, and your business's unique value. Incorporate relevant local keywords naturally within the text.
5. Too Few or No Business Photos at All
Studies show that GBP profiles with sufficient photos receive more clicks and direction requests compared to profiles without photos. Photos are the first visual element that potential customers see, and they shape perceptions of your business's professionalism. A profile without photos looks inactive and less trustworthy.
How to fix it: Upload at least 10 to 15 high-quality photos covering your premises exterior, interior, products or services, and your team. Update your photos every month to demonstrate ongoing business activity.
6. Inconsistent Phone Number or Address (NAP Inconsistency)
NAP refers to Name, Address, and Phone Number — three basic pieces of information that must be consistent across all online platforms, including your website, business directories, and social media. NAP inconsistency confuses Google's algorithm and can cause your local search ranking to drop.
How to fix it: Cross-check your business NAP information across all platforms. Make sure the address format, phone number, and spelling of your business name are uniform wherever they appear online.
7. Not Using the Google Posts Feature
Google Posts is a free feature in GBP that allows you to share updates, promotions, events, and offers directly within Google Search results. Most Malaysian SMEs are completely unaware that this feature even exists, and in doing so, miss out on the opportunity to capture customer attention right at the moment they are making a purchasing decision.
How to fix it: Create at least one to two Google Posts every week. Share current promotions, new products, or business events. Include an eye-catching image and a clear Call-to-Action button such as "Contact Us Now" or "Learn More".
8. Ignoring Customer Reviews — Whether Good or Bad
According to BrightLocal (2024), as many as 87% of consumers use Google to evaluate local businesses before making a decision. Reviews are powerful social proof. Yet, many business owners never respond to reviews at all — whether positive or negative. This gives the impression that your business does not care about customer feedback.
How to fix it: Set a daily or weekly routine to respond to all reviews. For positive reviews, express your thanks genuinely. For negative reviews, acknowledge the issue and offer a resolution in a professional manner. Learn more in-depth review management strategies in our guide: Google Reviews Malaysia — Complete Strategy 2025.
9. No Link to Your Business Website
Even if you have a business website, many SME owners forget to link it to their GBP profile. A website link not only allows customers to find out more about your business, but also contributes to trust signals within Google's search ecosystem. A profile without a website link feels incomplete and less professional.
How to fix it: Add your website URL in the "Website" section of your GBP profile. If you do not yet have a website, consider creating a simple landing page that contains your basic business information.
10. Never Auditing or Monitoring Your GBP Profile Regularly
This is perhaps the biggest mistake of all — setting up a GBP profile once and then forgetting about it entirely. A GBP profile needs to be actively managed. Information can change, your competitors are constantly optimising their profiles, and Google's algorithm keeps evolving. Without regular monitoring, you will not notice when your profile's performance starts to decline.
How to fix it: Schedule a GBP audit at least once every three months. Review all your information, analyse the data in GBP Insights (such as number of views, clicks, and direction requests), and benchmark your performance against local competitors.
Try Your Free GBP Audit Right Now
Now you know the 10 most common GBP mistakes made by Malaysian SMEs — but do you know which ones are present in your own business profile?
GBPAuditLab provides a free GBP audit tool designed specifically for Malaysian SMEs. In just a matter of minutes, you will receive a detailed report on your profile's weaknesses and specific steps to fix them.
👉 Try your free audit at gbpauditlab.com now — no credit card required, no commitment.
Don't let your competitors get one step ahead simply because of an unoptimised GBP profile. Take action today.