Map pack
The three businesses Google shows inside the map, above everything. It takes most of the calls from a local search.
When someone searches your trade and city, the first thing they get is a map with three businesses. The regular results continue below it.
Getting into those three depends mostly on three things: how close you are to the searcher, how many good reviews you have, and how complete your listing is. You do not control distance. You control the other two.
Which is why you want both. On the days you miss the map, the site is the only thing of yours still on that page.
What to do about it
Search your trade and city from your phone, signed out, and see if you show up. That is what your customer sees.
Other words about the same thing