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Google Maps Mishap
By Kurt Krejny | May 9, 2008
Since the conception of online mapping and local search websites, incorrect information has been given during a user’s search experiences. We continually rely on technology, but unfortunately, it is not as perfect as we would like. Yet, we find roundabout ways to use it to simplify our lives. In the early days of online mapping many people were frustrated with the quality of the information provided after they got lost on the road. Today’s online mapping tools and local search engines have come a long way in a short time, and their accuracy has greatly improved. However, we can’t solely rely on the accuracy of the technology at hand.
Bad Luck with Online Directions
My story begins with my girlfriend and I deciding to make reservations for dinner on a Saturday evening since we had really bad luck in regards to seating in restaurants during the previous weekends. With hopes that our bad luck streak might end, making a reservation ahead of time seemed to be the best bet.
For online local search, I always go directly to Google Maps. My Google Maps search to help me get closer to my restaurant reservation was “restaurants hudson, ohio“.
There were quite a few results returned from this search that sounded appealing. Further clicking around led me to reviews and the physical location of each restaurant. I then visited a few websites to check out the decor and menus.
After narrowing my choices down to two restaurants, I called the first place to make reservations - no luck. My second choice attempt for a reservation was a success! My next step was to print out directions from the map providing in the Google restaurant listing. Closer to breaking bad luck streak!
The time had come for our restaurant excursion, but on our way to the restaurant we found the directions had led us to a condo complex, not the restaurant we had intended to visit. Then, we realized we were somewhat lost. Oh no! The bad luck streak continues!
Luckily, I had the restaurant’s phone number within my cell phone’s previously dialed numbers. If not, we would have never made it, and essentially, the restaurant would have lost our business.
When we called to inquire about the directions we needed, they asked if we had found the directions from an online map tool, and if we did, they knew those directions were incorrect.
We finally made it to the restaurant after a few extra directions. Luckily we were within a few miles of the restaurant and I was somewhat familiar with the area. The bad luck streak has ended!
When we sat down for our meal I couldn’t help but think how many other people this same experience happened to.
The Next Day
On Sunday I did a little more investigating to make sure I didn’t do anything wrong to obtain the directions. I viewed the directions on the restaurant’s website to see a note that the online directions on MapQuest and other websites are wrong!
I revisited the Google listing and submitted a review that explained the directions were wrong; however this review was not accepted by Google… so much for trying to inform Google and its users.
Further investigation led me to find out that other business locations near this restaurant in Hudson had the same incorrect location on Google Maps.
In Google We Trust
Many people (including myself) rely on and overly trust information they find online without second guessing it. I am only touching on Google Maps in this post as it is the tool that gave me the incorrect information. From the note on the restaurant’s website, it is obvious that other mapping websites have the same incorrect information I came across via Google Maps.
Google Fixes the Problem
Well over a month after I submitted my review to Google the mapping location for the restaurant was updated. I truly hope this fix by Google helps solve the problem the restaurant had with people calling them and asking for correct directions.
Who is to Blame?
- The business owner that knows their listing is wrong, yet has not made an effort to fix it
- The company that provides the mapping technology for Google Maps
- Google Maps representatives that do not recognize and fix this issue (or accept my review informing others it is wrong)
- The city that has duplicate street names/addresses
Questions for the Business Owner:
- How many people call your business saying they are lost?
- How many people have told you in person that online directions to your business are wrong?
- Have you made an effort to fix this listing?
- Do you care about lost business?!
Advice to Business Owners:
- Take control of your online search listing(s)!
- Update your listing if incorrect, by dragging map marker to correct location
- Ensure listing thoroughness:
- Add a detailed description of your business
- Select appropriate categories
- Add operating hours
- Add phone number(s)
- Add forms of payment
- Upload photos
- Upload videos
- Prepare your website for visitors:
- Include physical address in page footer
- Make your phone number visible
- Incorporate geographic locations into your content (if important to your business)
- Ask for help from an expert
Fathom SEO and Local Search
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May 12th, 2008 at 3:03 pm
I’m getting married soon and we had decided to direct people to Google Maps to get directions for the church. Unfortunately, the address was wrong when we checked! Good thing we realized this before the invitations went out.
May 13th, 2008 at 8:51 am
Kurt, some very practical advice here, as well as a good story of your struggle to find a restaurant. I once had a similar experience with Google Maps, relying too heavily on the (incorrect) Google Maps visual I had in my mind when trying to find an obscure campus building at Case Western Reserve University. After numerous queries to students and countless circles through Cleveland Hts. (and an extra 45 min.), I finally found the building in question.
I also cannot fathom why businesses do not update their own local listings, especially when the listing says (real example from my recent past) a restaurant is closed on Sundays when in fact it’s open for business. If an unmotivated person who finds the restaurant through the listing doesn’t take that extra step to call and verify, another customer is lost. That’s money out the door because a person was either ignorant or lazy enough to not take the 2 minutes required to fix the inaccuracy.
May 13th, 2008 at 3:49 pm
I to have been faithful to Google maps that have taken me well out of my way. It seems to be getting better and better all the time, but still far from perfect.
If I was that business owner I would not have stopped short of contacting anyone and everyone at Google to get that fixed. How many people were probably so angry about the false directions that they told people not to go to that restaurant!
May 29th, 2008 at 3:43 pm
This is a very interesting post. I used Google maps once and it lead me in the WRONG direction. I believe that Google should research the route and the destination point before posting it on there web page. This blog is very nicely written and I look forward to reading more of your articles.