5 Google My Business Tweaks That Boost Local Trust

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants! I'm Will from EnableUs Community, and as always, I'm joined by Winter. How's it going, Winter?

Winter, EnableUs Community

Hey Will, I'm good! Excited for this one. We're talking about Google Business Profiles today, right? Honestly, I reckon this is one of those things that gets overlooked, but it’s such a game-changer for NDIS providers.

Will, EnableUs Community

Yeah, totally. I mean, your Google Business Profile is basically your digital handshake. It’s the first thing people see when they search for you—participants, Support Coordinators, even families. If it looks dodgy or half-finished, that’s not a great first impression, is it?

Winter, EnableUs Community

No, not at all. And it’s not just about looking professional. It’s about trust. Like, if I’m a participant or a Support Coordinator searching “NDIS provider near me,” I want to see someone who looks approachable, real, and active in the community. That’s what makes me pick up the phone.

Will, EnableUs Community

Exactly. And the cool thing is, your profile shows up in local searches and on Google Maps. So if you’re in, say, Newcastle or Logan, and someone’s looking for support, you’re right there on the map—literally. It’s like free advertising, but better, because it’s all about trust and visibility.

Winter, EnableUs Community

And you don’t even need a fancy website. People can see your services, reviews, contact details—all from your profile. It’s like a mini-website, but way easier to keep up to date.

Will, EnableUs Community

Yeah, and I’ll tell you what, one of the best things we ever did was upload a real photo of our team. Not a stock photo, not something staged—just us, in the office, looking a bit awkward but, you know, real. And the feedback we got from the community was awesome. People said it made us feel more approachable, like they could actually see who they’d be working with. It’s such a small thing, but it made a massive difference.

Winter, EnableUs Community

I love that. It’s those little touches that make you stand out. And honestly, as we’ve talked about in previous episodes, trust is everything in this space. If you can build that before someone even calls you, you’re already ahead.

Winter, EnableUs Community

Alright, so let’s get into the nitty-gritty. What are the actual steps people should take to make their profile pop? First up—photos. We’ve touched on this, but it’s worth repeating: real, relevant photos are gold. Team shots, your office, maybe even your accessible entryway if you’ve got one. And don’t forget your logo and a nice cover photo. It just makes everything look more legit.

Will, EnableUs Community

Yeah, and keep them fresh! Like, don’t just upload once and forget about it for three years. Swap them out every few months. It keeps your profile looking active, and honestly, people notice when things look up to date.

Winter, EnableUs Community

Next, your business description. This is where a lot of people get stuck, I reckon. You want it to be friendly, clear, and focused on the participant. None of that jargon. Just plain English, like, “We provide friendly, personalised disability support across Newcastle and Lake Macquarie. From community access to in-home care, we’re here to help you live the life you choose.” That sort of thing.

Will, EnableUs Community

Yeah, and don’t be afraid to be specific. If you offer Support Coordination, Respite Care, NDIS Transport—list it! The more detail, the better. It helps with those local searches, and it makes it super clear what you actually do. I always say, if someone’s searching for “NDIS gardening support in Maitland,” and you’ve got that listed, you’re way more likely to get the call.

Winter, EnableUs Community

Absolutely. And keep your services updated. I’ve seen providers add a new service, like, say, home maintenance, and within a week they’re getting new inquiries just because people can actually see it on their profile. It’s such a quick win, but so many people forget to do it.

Will, EnableUs Community

Yeah, and it’s not just about adding stuff, it’s about keeping it accurate. If you stop offering something, take it off. Otherwise, you end up with people calling about things you don’t do anymore, and that’s just awkward for everyone.

Winter, EnableUs Community

And one more thing—use participant-focused language. Make it about them, not about you. That’s what builds trust, and honestly, it just feels nicer to read.

Will, EnableUs Community

Alright, so you’ve got your photos, your description, your services—what’s next? Reviews. I know we’ve talked about feedback in a previous episode, but reviews on Google are like social proof on steroids. If you’ve got happy participants or families, ask them to leave a review. And don’t forget to reply! Even if it’s just a quick “Thanks so much for your kind words,” it shows you care.

Winter, EnableUs Community

Yeah, and if you get a not-so-great review, don’t panic. Just respond politely, address the concern, and move on. People notice how you handle feedback, not just the five-star ratings. And if you want more reviews, make it easy—send them a direct link, or ask in your follow-up emails. Most people are happy to help if you just ask.

Will, EnableUs Community

And don’t forget about posting updates. This is one of those features hardly anyone uses, but it’s so powerful. You can share team news, success stories, upcoming events, or even just a quick tip about NDIS. It keeps your profile active, and it shows you’re engaged with your community.

Winter, EnableUs Community

Yeah, I know a provider in Melbourne who started posting participant success stories and little updates every month. Not only did it boost their credibility, but families said it made them feel like the provider was actually active and reliable. And, this is a small thing, but make sure your NAP—your Name, Address, and Phone number—are consistent everywhere. It helps with local SEO, and it just makes you look more professional.

Will, EnableUs Community

Yeah, it’s one of those details that’s easy to miss, but it really does make a difference. And honestly, all these tweaks are free. It’s just a bit of time and effort, and you’ll see the results pretty quickly.

Winter, EnableUs Community

Alright, I think that’s a wrap for today! If you haven’t checked your Google Business Profile in a while, now’s the time. Make those tweaks, and let us know how you go. We love hearing your stories.

Will, EnableUs Community

Yeah, and if you’ve got questions or want us to cover something specific in a future episode, just reach out. Thanks for tuning in, Winter—always a pleasure.

Winter, EnableUs Community

Thanks Will, and thanks everyone for listening. Catch you next time!