Most happy customers would gladly leave a review. They just don't think to, and most owners feel uncomfortable asking. The result is that the few reviews you do get tend to come from the rare customer who wasn't happy.
Asking well is easier than it sounds.
Why reviews matter so much
Reviews do two jobs at once. They reassure new customers, who often read several before choosing who to call. And they're one of the things Google considers when deciding which local businesses to show, especially in the map results.
Ask at the right moment
The best time to ask is when the customer is happiest: the job has just finished, they've thanked you, or they've told you they're pleased. A week later, the moment has passed.
If a customer says thank you, that's your cue.
Make it one tap
Your Google Business Profile gives you a short link that takes customers straight to the review box. Save it on your phone so you can send it in a text or a message in seconds. Keep the message short and personal, for example:
- "Thanks again for today. If you've got a minute, a quick Google review would really help us. Here's the link."
- "Glad you're happy with the kitchen. Would you mind leaving us a review? It makes a big difference to a small business."
You can also add the link to your invoices, your email signature and a small card you leave after a job.
What not to do
Google has clear rules about reviews, and breaking them can get reviews removed or your profile restricted.
- Don't offer discounts, gifts or anything else in return for a review
- Don't only ask the customers you know are happy while steering others away
- Don't write reviews yourself, or ask friends and family to
- Don't post reviews on a customer's behalf
Reply to every review
Thank people for good reviews, briefly and by name. For a poor review, reply calmly, acknowledge the problem and offer to put it right. Future customers read your replies as closely as the reviews, and a fair answer to a complaint can win more trust than a row of five stars.
Asking for reviews is one of the cards our marketing suite puts in front of you. See how the weekly cards work