Reviews are what people read after they find you and before they call you. Recent, specific reviews can help a customer understand what it is like to hire your shop.
Make it a habit, not a campaign
- Make an honest review request part of your regular job closeout without pressuring the customer to respond on the spot.
- Send a text with a direct link to your Google review page the same day.
- Respond to every review, good or bad, professionally and quickly.
- Never buy reviews or offer anything in exchange for them.
Why this comes before paid marketing
Paid marketing sends people to look you up. What they find is your reviews. Build a consistent feedback routine so people can find real customer experiences when they look you up.
Ask for honest feedback consistently
Use the same review request for customers regardless of whether you expect a glowing response. Do not route unhappy customers into a private survey while only sending happy customers to Google.
A simple request is enough: ‘Thanks for having us out. If you would like to share your experience, here is our review link. Honest feedback helps people understand what it is like to work with us.’ Leave the rating and wording up to the customer.
Keep the process simple
Save your direct review link where the team can find it. Decide who sends it and at what point in the job closeout. Avoid repeated messages that pressure a customer to respond.
Google prohibits incentives for reviews and discouraging or selectively soliciting reviews based on sentiment. Follow Google’s Maps contribution policy. Do not offer discounts or ask a customer to change a review in exchange for something.
Respond like the owner you would want to hire
Thank people for taking the time. When someone raises a problem, acknowledge it without arguing or sharing their personal information. Move the details into a private conversation and investigate what happened.
Look for repeated issues in the feedback. If customers keep mentioning missed callbacks, fix the call-handling routine. A review request cannot repair a broken handoff.
Next step: Step 7: When You Are Ready to Market
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