Whether someone needs a new dentist or wants to join a gym, the decision rarely starts with a recommendation alone any more. Even when a friend suggests somewhere, most people check online before booking. Here are three common habits, and what each one means for your business.
1. They search on their phone and compare the map
The search usually happens on a phone, often with "near me" or the area name. People scan the few businesses in the map results, comparing star ratings, number of reviews, photos and distance, then tap one or two to look closer.
What to do: treat your Google Business Profile like a shop window. Keep it complete and up to date, add fresh photos regularly, and make sure your phone number and booking link work.
2. They read recent reviews, and your replies
A high star rating helps, but people look at recent reviews and how the business responds. A thoughtful reply to a complaint can reassure someone more than another five-star review.
What to do: ask satisfied customers for honest reviews as part of your routine, and reply to every review politely and personally. Never buy or fake reviews: it's against Google's rules and UK law, and customers can usually tell.
3. They check you're active before they commit
Before booking, many people click through to your website or social media. They're checking that you're real, active and easy to deal with: recent posts, clear prices or offers, and a quick way to book or message.
What to do: post regularly (quality matters more than quantity), keep your website mobile-friendly with a clear booking button, and reply to messages quickly.
The common thread: people choose the business that looks most trustworthy and easiest to book. None of these habits needs a big budget, just consistency.
Not sure how you look online?
We'll check your Google profile, reviews and social pages for free and show you the quickest wins. Email hello@trentmarketingsolution.co.uk, or message us "DENTAL" or "GYM" on Instagram, Facebook or TikTok.