Question 1

How do customers contact us through Local Services Ads?

Accepted Answer

Customers can contact the business by calling the Google forwarding number displayed in the ad or, when messaging is enabled, by submitting a message request. These leads are stored in the Local Services Ads inbox for review and follow-up.

Question 2

What should we do when someone sends a message?

Accepted Answer

The message lead normally includes the customer's name, ZIP code, job information, and a phone number. The best practice is to respond promptly and call the number displayed on the lead page. If Google provides a routing number or extension, it should be dialed exactly as shown.

Question 3

Why should we use the number provided by Google?

Accepted Answer

Using the phone number and communication tools provided within the LSA lead gives us the strongest available record of how the lead was handled. Google maintains lead records in the LSA inbox, and inbound calls placed through Google's forwarding number are recorded in the United States and Canada. Communications delivered through Google may also be monitored or recorded. Whenever possible, we should begin the conversation through Google's system before moving the customer into the company's regular phone, scheduling, or customer-management system. This documentation is important. If a lead is spam, a sales solicitation, a wrong number, or unrelated to the services offered, the Google lead history may help support our review. Conversations that take place entirely outside Google are much harder to verify.

Question 4

Can every poor lead be disputed?

Accepted Answer

No. Google charges for valid customer inquiries, even when the customer does not hire the company. A lead generally will not qualify for a credit simply because: The customer was comparing prices The customer did not respond to a return call The customer canceled The business did not book the job The call arrived outside normal business hours The company was temporarily unavailable to perform the work Google initially reviews leads for validity and may automatically credit leads it determines are invalid or low quality. We can also submit feedback on questionable leads, but Google makes the final credit decision.

Question 5

What happens with calls received after business hours?

Accepted Answer

A legitimate customer inquiry is not automatically invalid because it arrived after business hours. Google specifically states that a valid after-hours lead will not be credited for that reason alone. If the business does not want paid calls after a certain time, the correct solution is to adjust the LSA ad schedule. The ads can run all day, only during posted business hours, or during a custom schedule. The default setting may be “All day,” which allows the ad to run 24 hours a day.

Question 6

Can we receive phone calls only?

Accepted Answer

Yes. Message leads can be turned off in the Local Services Ads account. However, accepting message leads can provide additional opportunities, especially during evenings and weekends. If messaging remains active, someone should be responsible for responding promptly.

Google Local Services Ads: Lead-Handling FAQ

Our Recommended Lead-Handling Process

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