TL;DR
If your business is inside a mall or office complex, update your GBP by using your specific unit address, adding clear "Located In" information, uploading photos showing the exact entrance and wayfinding details, and ensuring your Google Maps pin is placed at the correct door. You should also include navigation instructions in your business description and make sure your physical signage matches your GBP listing name exactly.
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There's nothing more frustrating for a customer than arriving at a giant mall or sprawling office complex and having absolutely no idea how to find your business. They're staring at their phone, Google Maps says they've "arrived," but they're standing in front of a massive building with seventeen different entrances.
This happens way more often than it should. And honestly? It's usually a fixable problem that starts with how your Google Business Profile is set up.
If you're running a business inside a larger structure: whether that's a shopping mall, medical office building, co-working space, or mixed-use complex: you need to be extra strategic about your GBP optimization. Let's walk through exactly what you need to do.
Why Multi-Tenant Locations Create Unique GBP Challenges
When your business has its own standalone building, Google can usually pinpoint your location pretty accurately. But when you're one of fifty businesses inside a larger complex, things get tricky fast.
The default Google Maps pin might drop customers at the main entrance of the building: which could be on the complete opposite side from where your actual storefront or office is located. If you're on the third floor of a medical plaza, a customer standing in the parking lot has no idea which door to use or where to go once they're inside.
This isn't just an inconvenience issue. It directly impacts your business. Frustrated customers might give up, leave a negative review about how hard you were to find, or simply choose a competitor next time.
Step 1: Use Your Specific Unit Address
First things first: make sure you're using the most specific address possible on your GBP. Don't just list the building address. Include your suite number, unit number, or floor designation.
For example:
- ❌ 5500 Greenville Ave, Dallas, TX 75206
- ✅ 5500 Greenville Ave, Suite 320, Dallas, TX 75206
According to Google's guidelines, businesses in shared office spaces or multi-tenant buildings should use the specific address of their dedicated section within that space. This helps both Google and customers understand exactly where you're located within the larger structure.
Step 2: Leverage the "Located In" Feature
Google offers a "Located In" attribute specifically designed for businesses operating inside larger establishments. If you're a salon inside a Target, a coffee kiosk inside a hospital, or an accounting firm inside an office tower, this feature is your friend.
To add this:
- Log into your Google Business Profile
- Go to "Edit Profile"
- Look for "Location" settings
- Find the "Located In" field
- Enter the name of the parent location (mall name, building name, etc.)
This gives customers immediate context. When they see your listing, they'll know right away that you're inside "Galleria Mall" or "Medical Center Tower B."
Step 3: Adjust Your Google Maps Pin Placement
Here's where a lot of business owners miss the mark. Your Maps pin should ideally be placed at the entrance customers should actually use: not just somewhere in the middle of the building's footprint.
During the verification process or through GBP edits, you can manually adjust your pin placement. If your business has a dedicated exterior entrance, make sure that pin is right at that door.
For businesses deep inside a complex with no exterior access, place the pin at the most logical entry point and then use other tools (photos, description) to guide customers from there.
Step 4: Upload Strategic Wayfinding Photos
This is honestly one of the most underutilized tactics for multi-tenant businesses. Your GBP photos shouldn't just show your products or interior: they should help people find you.
Consider uploading:
- Exterior shot of your specific entrance (with your signage visible)
- The building directory showing your suite number
- Hallway or corridor view leading to your door
- Parking area showing which lot is closest to your entrance
- Interior lobby if customers need to check in somewhere first
Label these photos appropriately when uploading so Google understands their context. A picture of your entrance labeled correctly can show up when customers are navigating to your location.
"Your business location must have clear, proper signage that identifies your business. Window decals and small signs on office buildings are acceptable forms of signage."
This quote from Google's guidelines emphasizes something important: your physical signage needs to match your GBP name, and you should photograph that signage for your listing.
Step 5: Write Navigation Instructions in Your Business Description
Your GBP description gives you 750 characters to work with. While you want to describe what your business does, you can also include helpful navigation details: especially if finding you is genuinely tricky.
Something like:
"Located on the 3rd floor of Medical Plaza West. Enter through the main lobby doors facing Oak Street, take the elevator to Floor 3, and turn right. Suite 312 is at the end of the hallway."
These specific instructions can be absolute lifesavers for customers. And when AI platforms like ChatGPT or Perplexity pull information about your business, these details get included in their responses.
Step 6: Meet Google's Requirements for Multi-Tenant Spaces
Google has specific requirements for businesses operating in shared spaces. To maintain your listing in good standing, you need:
- A separate entrance for your business (or clearly marked access)
- A unique phone number different from the main building's number
- Staff present during your listed business hours
If you're in a co-working space or shared office environment, make sure you have dedicated signage and aren't just using the building's general contact information. Using shared contact details with other businesses can trigger verification issues or even suspension.
If you manage multiple business locations, these requirements apply to each one individually.
Step 7: Use the Q&A Section Proactively
Don't wait for customers to ask "Where exactly are you located?" in the Q&A section of your GBP. Post that question yourself and answer it.
You can add your own questions and answers to your listing. Create a Q&A entry like:
Q: How do I find your office inside the building?
A: We're located in Suite 205 on the second floor. Enter through the east entrance (facing the parking garage), take the elevator up, and we're the third door on your left. Look for our blue sign!
This serves two purposes: it helps real customers, and it gives AI platforms clear, structured information to pull when someone asks about finding your business.
For more ways to handle common customer questions, check out our guide on automating FAQs on your GBP.
Common Mistakes to Avoid
Using the building's general address without your suite number. This almost guarantees customers will get lost.
Leaving your Maps pin at the default location. Take the time to manually adjust it to your actual entrance.
Having mismatched signage and GBP name. If your sign says "Dr. Smith Family Dentistry" but your GBP says "Smith Dental Group," you might fail verification and confuse customers.
Forgetting to update after moving units. If you relocate within the same building, update everything immediately: address, pin, photos, description.
Not including any wayfinding photos. Interior shots of your business are great, but they don't help anyone actually get to you.
Track Whether Customers Are Finding You
Once you've optimized your listing for findability, keep an eye on your results. Your GBP insights will show you how customers are interacting with your listing: including whether they're requesting directions.
If you're still getting calls asking "Where exactly are you?": that's a sign your listing needs more clarity. Learn more about tracking your GBP results to measure your improvements.
Let's Make Sure Customers Actually Find You
Being inside a larger complex doesn't have to mean frustrated customers and missed appointments. With the right GBP optimizations: specific addresses, strategic pin placement, wayfinding photos, and clear descriptions: you can guide people right to your door.
If you're dealing with location visibility challenges or want help optimizing your GBP for a multi-tenant space, reach out to us at LocalBizGuys. We specialize in making sure local businesses get found: and that customers actually know how to walk through your door.
