Being a local guide is my super power. The power to reach a business owner and tell them my experience is a great privilege.
In Abuja, Nigeria where I live, you go to places and get poor customer service and if you ask to see the manager, he may be part of the cartel that offered the poor service. You run to their page online and the handler may just be the same guy, or another in the cartel. You can only hope to one day see the appropriate person to talk to, or you just take your patronage away and tell as many people as you can.
But as a google guide my story is different. I can applaud good services and post about bad ones and get the business owners attention.
Once a business owner had to call me at length and we spoke about the negative review his business got and his willingness to correct it.
I own a small business In Abuja and I know it will be difficult for customers to give me any feedback if not for google.
Having access to other local guides recommendations and reviews is another side of my magic wand.