Key points
- Ask every customer, soon after the job, and send a direct link so it takes seconds.
- Reply to every review, good or bad, in a calm and specific way.
- Never buy reviews, offer rewards for them or ask only your happiest customers: Google's rules do not allow it. Check Google's current guidelines before you start.
Reviews are one of the most visible parts of your Google Business Profile. Customers read them before they call, and Google treats reviews and mentions as part of how well known you are, which it calls prominence. The good news is that most small businesses can earn more reviews with a simple habit rather than a campaign.
Ask at the right moment
The best time to ask is straight after you have done something well: the job is finished, the customer has said thank you, the booking has gone smoothly. Ask in person if you can, and follow up the same day with a short message. People are far more likely to write a review while the experience is fresh.
Make it quick to do
- Send a direct link. Google gives you a link to your review form from your Business Profile. Send it by text, WhatsApp or email.
- Add a QR code to invoices, receipts, your van or your counter so customers can scan and write.
- Keep the message short and personal. Thank them by name, say one specific thing about the job and ask if they would share their experience.
A message you can adapt
Reply to every review
Replying shows customers, and Google, that a real person is paying attention. Keep it friendly and specific: use their name, mention the job and thank them. Replies to positive reviews take a minute and are worth doing every time.
When the review is critical
- Take a breath and wait before you reply. Replying while annoyed rarely helps.
- Thank them for the feedback and say sorry that the experience fell short, even if you see it differently.
- Say what you will do about it, and offer to talk offline with a phone number or email.
- Keep it short and calm. Other customers are reading your reply as much as the review.
If a review is fake, off-topic or breaks Google's policies, you can report it from your profile. Google removes reviews only when they break its policies, although a reviewer can also delete their own.
What to avoid
- Do not buy reviews or ask anyone to write one who has not used your business.
- Do not offer rewards, discounts or gifts in exchange for a review. Google's rules do not allow incentives.
- Do not ask only your happiest customers. Google's policies say not to selectively ask for positive reviews, so ask everyone.
- Do not write reviews for customers, or review your own business or your competitors.
- Do not argue in public. A calm reply always looks better than a fight.
Google's policies can change, so read the current Business Profile guidelines before you start a review routine.
A simple monthly routine
- Send the review link to every customer you served this month.
- Reply to any new reviews, good or critical.
- Pick one thoughtful review and mention what you learned from it in your next post.
- Check that your profile is complete using our Google Business Profile checklist.
How we can help
With Local SEO Monthly we draft your review replies in your voice for you to post, and keep your profile active with monthly posts. You invite us as a manager and stay in control. See the details on our local SEO page.