Shop on an Upper Floor, Basement or Inside a Lane? How to Get Customers to Find You on Google Maps and Offline

Quick answer: Put the pin exactly on your building entrance, add the floor, shop number and building name in the address lines, and write landmark directions in your description ("First floor above SBI ATM, staircase next to the medical store"). Upload photos and a short video showing the route from the road to your door, put signboards at street level and at the staircase or lift, and share your live location or a Plus Code on WhatsApp before visits. Ask customers to mention "easy to find" or the landmark in reviews only if it's true — and fix the route if it isn't.

Being upstairs or tucked in a lane saves rent but costs walk-ins. Many first-time visitors give up when they can't find the entrance — and some leave reviews saying "Couldn't find the place" (directions wrong).

Fix the pin first

Google uses the pin for directions. Drag it to the building entrance, not the centre of the building or the back side (fix map pin). If the entrance is on a different road from the postal address, the pin should still be at the entrance.

Complete address lines

Use the extra address lines for:

• Shop or office number.
• Floor ("1st Floor", "Lower Ground").
• Building or complex name.
• Wing or block.

Keep the main address accurate and consistent with your website and other listings (NAP citations).

Plus Codes

If your lane has no clear address, share a Plus Code with customers and in your description (Plus Codes).

Write directions customers can follow

In your description, posts and Q&A:

"We're on the 2nd floor of Shivam Complex, opposite Gandhi Park. Enter through the gate next to the Apollo Pharmacy, take the lift to 2nd floor, turn left."

Use landmarks people know: banks, temples, petrol pumps, schools, famous shops (near landmark searches).

Photos and video of the route

Upload:

• The building front with your signboard visible.
• The entrance gate or staircase.
• The lift or corridor with directions.
• Your door with the name.

A 20-second video from the road to your door is very helpful (video upload, photos guide).

Street-level signage

• A board at street level with an arrow ("1st Floor ↑").
• Signs at the staircase and lift.
• Your name on the building's directory board.
• Lighting for evening visibility.

Ask the building society or landlord for permission early (signboard and Street View).

Share location before visits

For appointments, send a WhatsApp message with your Google Maps link, the landmark and a photo of the entrance. Many clinics and salons send this automatically with booking confirmations (WhatsApp for local business).

Inside malls and complexes

Shops inside malls or large complexes should mention the floor and nearest anchor store (shop inside a mall).

Residential buildings and societies

Businesses inside residential societies face gate restrictions. Explain visitor entry ("Inform the security guard you're visiting Flat B-304, Neha's Studio") (business in residential society).

Does being upstairs affect ranking?

Not directly — ranking depends on relevance, distance and prominence, not floor level. But fewer walk-ins and "couldn't find" reviews can reduce engagement and ratings (ranking factors).

Accessibility

Customers with mobility needs, elderly people and parents with prams need to know about lifts and stairs. Set accessibility attributes truthfully and mention them (attributes and hours).

Reviews about finding you

If customers complain they couldn't find you, apologise, explain how you've improved directions and invite them back. Real improvements reduce these complaints.

Track "where are you?" calls

If staff frequently get calls asking for directions, your directions need work. Note common confusion points and add them to your description and photos.

Example: a dental clinic

A clinic on the second floor got calls daily from patients lost in the building. It moved the pin to the entrance, added a street-level sign, uploaded a route video and sent a WhatsApp location message with appointment confirmations. Direction calls dropped by most, and new reviews mentioned "easy to find".

Example: a boutique in a lane

A boutique in a narrow lane behind the main market added a Plus Code, photos of the lane entrance with a landmark sweet shop and an arrow board at the lane mouth. Walk-ins increased noticeably during the wedding season.

Checklist

• Pin on the entrance
• Floor, shop number and building in address lines
• Landmark directions in description and Q&A
• Photos and video of the route
• Street-level and staircase signage
• WhatsApp location with bookings
• Accessibility attributes

Key takeaways

• Exact pins and clear directions bring customers to hidden shops.
• Photos and videos of the route remove confusion.
• Street-level signs turn passers-by into walk-ins.

Sources and further reading

• Google Business Profile Help — edit your address and map location: support.google.com/business
• Fix the wrong map pin

Train staff to give directions on the phone

Callers often ask, "Where exactly are you?" Give staff a short, fixed script with two landmarks and the entrance detail: "Opposite Gandhi Park, the building with the SBI ATM. Take the staircase next to the medical store to the first floor." Fixed wording avoids confusing, different directions from different people. Then send the Maps link and an entrance photo on WhatsApp straight after the call.

Delivery riders and couriers

Delivery partners face the same problem. Add clear instructions in your delivery-app profile, put a small sign with your shop number at the building gate, and keep the entrance photo handy to share with riders.

Frequently asked questions

Does being on the first floor hurt ranking?

Not directly, but it can affect walk-ins and reviews.

Where should I put the pin?

On the building entrance.

How do I add the floor?

Use the extra address lines.

Should I upload a route video?

Yes — it helps first-time visitors.

What if the landlord won't allow signs?

Negotiate a small directory board or a sign at the staircase.

Can I use a Plus Code?

Yes, especially where addresses are unclear.