Which phone CORRECT to use for a business with multiple branches and locations?

[calmicrobio]

Which phone number am I supposed to use for directory citations- the GBP or the website? I want consistency, right? But Id like to use the GBP number, but should I be using the website number?

Some of my client's businesses have multiple branches - each with their own unique GBP phone number.

Is the website supposed to designate a location specific phone number that must match the GBP number to allow for NAP consistency for each specific branch/location?

And to confound issues - certain directories (I think) only allow for a single location to be listed to represent the company (eg BBB) - so is the headquarters supposed to be listed there?

What are the rules and/or best practices for GBP and website numbers in relation to maintaining NAP consistency and getting listed on directories? Are listings location specific or company specific (or it depends?)

I like to have a call tracking ability for the incoming calls into GBP and the website - this already requires 2 different phone numbers (that I use Call Rail to keep track of calls).

 

[JeffClevelandTN]

Hi @calmicrobio!

I saw one of your other posts, so it looks like you already know that a GBP allows more than one phone number per location. That means it’s totally fine to list both the website’s main number and the unique location number on the GBP. This keeps things consistent with Google’s NAP (Name, Address, Phone number) guidelines. But the real question is: which one should you use as the primary number?

Question: Why does the website have a different phone number than the locations?
If the website is for multiple locations, it’s usually best to have a dedicated landing page for each one, like:

• domain.com/location1
• domain.com/location2

Each page should show the unique NAP for that specific location.

If the website’s main number goes to a call center that handles calls for all locations:

• Do customers really need the location-specific number, or is the call center number most appropriate?
• What’s more convenient for the customer?

If the call center number makes the most sense (e.g., it’s where customers should call first), then use that as the primary GBP number and for your citations.

But if it’s better for customers to call each location directly, go with the location specific number as the primary GBP number. Make sure your website has a dedicated page for each location, with the unique NAP displayed prominently.

Hope this helps! Let me know if you have more details or questions.