|Google Places Misleading Opening Times|
| 2:45 pm on Sep 12, 2013 (gmt 0)|
UK based bricks and mortar + online business.
Today we received a call from a customer asking if we are open tomorrow (Friday) as "our" website says we only open Thursday 6am-5pm. Slightly confused, I informed her that yes, we are open Fridays.
Turns out she'd seen our Google Places listing in the SERPS which only shows today's opening times (unless you click the "See All" link) and took it to mean we only open 1 day a week.
I've shown a Google Places listing for a random company to a couple of (non-technical) colleagues, who both separately made the same mistake/assumption.
It seems this could be quite dangerous for business - has anyone else come across this issue?
Not sure of the best course of action - removing the opening hours from the listing probably risks affecting our Places ranking (and isn't helpful for users), whilst leaving as-is is confusing and potentially losing us business.
Google's feedback form returns a "Submission Failed" error.
| 6:49 pm on Sep 12, 2013 (gmt 0)|
I never thought about a customer thinking that today's hours that are displayed, are the only times you are open.
I'll ask the Google Local team if they can add a small link saying "click for complete hours" or something.
I'm sure they don't show all the hours because of display space. Google's UI is so minimalist and subtle, that for the average non-techy user it's easy to miss things like the fact you need to click hours, to see all the hours. (Although I always thought that was fairly obvious and intuitive.)
"Not sure of the best course of action - removing the opening hours from the listing probably risks affecting our Places ranking"
Want to warn that you don't want to remove hours from the listing. Don't think it would affect ranking, but could get the listing removed or suspended. Because businesses that don't have hours listed could imply they are either online only or by appointment only or closed to the public. All of which are listing types that are not allowed on Google maps.
| 9:10 am on Sep 13, 2013 (gmt 0)|
Thanks, Linda - much appreciated.
|"click for complete hours" |
There already is a "See All" link next to the opening times, and like you say, I think that most people would understand its just today's opening times which are displayed and click to view all, however you have to work with the lowest common denominator...
Another point, when displayed on-line its fairly obvious (to me anyway) that they're only showing today's opening hours, but if I saw the same sign in a shop window I'd certainly think twice (and maybe ask them - "are you really only open today...?").
| 6:52 pm on Sep 13, 2013 (gmt 0)|
Anything that can be misinterpreted, will be misinterpreted. If you're open 6-5 on Thursdays and the listing doesn't specify a day, you'll get people showing up at 6AM Sunday, angry that you're not open then.
"See All Days" seems like a perfectly reasonable compromise. After all, the function is intended to benefit humans, isn't it?
| 7:01 pm on Sep 13, 2013 (gmt 0)|
"There already is a "See All" link next to the opening times"
Not for me, which is why I brought it up. For me there is NO "see all" link - nothing at all next to hours that would indicate there is more info or additional hours available. (Checked in both FF and Chrome.)
And I agree with both comments: "you have to work with the lowest common denominator..." and "Anything that can be misinterpreted, will be misinterpreted."
Thanks for posting both of you because you reminded me. I forgot to share this with Google. Off to do it now.