Reviews are the closest thing to free advertising, and almost every business under-collects them because asking is nobody's job.
Make the ask automatic
Trigger a request at the moment of maximum satisfaction, usually right after delivery. Send it by SMS, link directly to the review form, and follow up once if there is no response.
Handling negative reviews
Reply quickly, acknowledge the specific issue, and move the conversation offline. Future readers are your audience, not the reviewer.
A profile with only perfect reviews reads as manufactured. A handful of well-handled complaints can increase trust.
Replying well
Reply to every review. Thank positive reviewers specifically; respond to negative ones calmly, acknowledge the issue, and offer to resolve it offline. Future customers read your replies as much as the reviews.
Build a habit
Reviews come from routine, not campaigns.
- Ask at the moment of satisfaction — job completion.
- Send a direct review link by text.
- Follow up once if there's no response.
The takeaway
Automate the ask, respond to everything, and treat replies as content for future customers.