In the heart of a bustling tourist destination, Jill* had built a reputation for excellence at her auto repair shop.
With a near-perfect 4.9-star rating and over 80 glowing reviews on Google, her business thrived by being the trusted solution for travelers who found themselves in need of unexpected vehicle repairs.
Then one day, it all vanished.
Without warning, Google suspended her business profile for alleged "deceptive practices." Years of carefully cultivated reviews and ratings disappeared overnight. For a business that relied heavily on tourists finding them through Google Maps, this wasn't just an inconvenience – it was an emergency.
Unraveling the Digital Knot
As Jill scrambled to understand what had happened, a troubling truth emerged: she didn't actually have access to her own digital assets. Her website, her business emails, and even her Google Business Profile were all controlled by a third-party agency.
It was like having a storefront where someone else held all the keys.
The situation revealed several critical issues:
Her business emails used a different domain from her website, creating credibility concerns
Despite promises of website ownership, her web developer wouldn't provide access to hosting and domain management
Her Google Business Profile was not solely linked to her shop, but also associated with her third party web agency's account – and their issues had caused her profile's suspension
“The most frustrating part wasn't just losing our reviews,” Jill would told us. It was discovering that she couldn't even try to fix it because she didn't have control of our own digital presence, things she had paid for.
Charting a New Course
When Jill came to us, we knew that simply trying to appeal Google's decision wouldn't be enough. She had already exhausted those options, and the creation of a new profile in panic had further complicated matters. We needed a fresh start – one that put Jill firmly in control of her business's digital future.
Our approach focused on three key areas:
First, we tackled the ownership issue. Working as Jill's advocate, we handled all communications with her previous web developer to ensure a complete transfer of her digital assets. Every login, every password, every piece of digital real estate would now belong solely to her business. We moved the site to a hosting account owned by her business and no one else.
Next, we rebuilt her Google Business Profile from the ground up. While we spent weeks attempting to connect with Google about the suspended profile, we couldn't let Jill's business suffer in the meantime. We created a new profile with enhanced content, professional images, and a sophisticated system for gathering new reviews.
Finally, we implemented a smart solution for rebuilding her review base. Working with Jill's team, we created a streamlined SMS campaign system using Notion, SMS.to, and Zapier. This allowed her staff to easily send review requests to satisfied customers with just a few clicks – no technical expertise required and with their consent.
A Story of Empowerment
Today, Jill's business stands stronger than before. Her new Google Business Profile is growing with authentic 5-star reviews. Her website and email domains match, presenting a professional, credible image to potential customers.
Most importantly, she has complete control over every aspect of her digital presence.
But the real transformation goes beyond these technical improvements. Jill now has the confidence to make decisions about her business's digital future without depending on any third party. When she wants to try new digital initiatives – like the SMS campaign we helped her set up – she can choose who to work with and maintain ownership of the results.
Lessons Learned
Jill's story carries valuable lessons for every business owner:
Digital asset ownership isn't just about having a website or social media profiles – it's about having true control over your business's online presence.
The seemingly small details, like matching email and website domains, can have big implications for your business's credibility.
When it comes to digital assets, having a backup plan isn't enough – you need to have direct control over your digital situation.
Now that her team knows exactly what they own and how to access it, that peace of mind is priceless.
Are you confident you have full control of your business's digital assets? Let's have a conversation about securing your digital future. Click here to reach out.
Also, if you want to learn more about digital ownership for businesses, read our article here.
*Name changed for privacy
