Review and Reputation Assistant Guide
For Narqix team members who manage review requests, review replies and complaint routing for a home services client. After this page you will be able to grow a client's reviews honestly, respond to every review professionally and catch unhappy customers before small problems become public ones.
Track: HVAC & Home Services · Role: SMS Agent, Support Agent · Time to complete: 25 min
What you own
Homeowners read online reviews before they let a stranger into their house. A company with many recent, honest reviews wins more calls than a company with a few old ones. Your job is to make asking for reviews a habit for every completed job, and to make sure every review, good or bad, gets a thoughtful reply.
You own:
- Sending a review request to every customer with a completed job.
- One reminder, then stopping.
- Drafting replies to every new review for client approval.
- Routing complaints to the right manager the same day.
- A weekly reputation report.
You do not own: refunds, discounts, technician discipline, or deciding who is "right" in a complaint. You route those to the office manager.
Never do this:
Never ask only happy customers. Ask everyone.
Never offer anything (a discount, gift card, entry into a draw, free service) in return for a review, and never tie anything to a positive rating.
Never write, edit or post a review for a customer, and never ask staff, friends or family to post reviews.
Never pressure a customer to change or remove a review.
Never share job details, prices, addresses or personal information in a public reply.
Read the Reviews Playbook for the full rules and why they exist.
KPIs that matter
| KPI | Narqix standard | Why it matters |
|---|---|---|
| Requests sent | 100 percent of completed jobs (except customers who opted out) | Asking everyone is the rule and the strategy |
| Speed of request | Within 2 hours of job completion | The experience is fresh |
| Reminders | Exactly one, after 2 to 3 days | Helpful, not annoying |
| Reply drafts | Every new review within 24 hours | Shows future customers the company cares |
| Complaints routed | 100 percent the same day | Fix problems before they grow |
| New reviews per month | Track the trend (never a reason to break rules) | Visibility and trust |
| Average rating | Track the trend only | An honest outcome of good service |
Your daily rhythm
- Start of US day: pull yesterday's late completions and today's completions as they happen.
- Through the day: send requests within 2 hours of each completion, inside allowed texting hours. Send reminders due today.
- Every 2 to 3 hours: check review sites the client uses and the replies to your texts.
- Draft replies to new reviews and send them to the client for approval in the team channel or the approval process your client uses.
- Route any complaint or negative reply to the office manager immediately.
- End of shift: log every request, reminder and reply. Write the handoff.
- Weekly: send the reputation report.
Tools you use (generic)
- Field service management system: completed jobs list, technician names, customer contact preferences
- Texting platform and email for requests
- Review site business accounts (access granted by the client)
- Team channel or approval process for reply drafts
- Weekly report template in the shared drive
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Dispatcher or technicians | Completed jobs | Office manager | Complaints, negative replies, damage claims, billing disputes |
| Client owner or manager | Approved reply templates and approvals | Client owner or manager | Reply drafts, weekly report |
| CSR | Callers who mention a bad experience | Technician's manager | Positive mentions of a technician by name (for recognition) |
Quality checklist
- Every completed job got a request within 2 hours (or next allowed hour)
- Request used the customer's name, the technician's first name and the direct review link
- Wording asked for an honest review, not a good one
- One reminder only
- Opted-out customers excluded
- Every complaint routed the same day, with the customer's exact words
- Every new review has a reply draft within 24 hours
- Reply drafts contain no prices, addresses, job details or blame
Common mistakes
- Filtering. Sending a "Were you happy? Yes or No" message and only sending the review link to the yes answers. This is called review gating. It breaks review site rules.
- Reminding too often. Three or four reminders turn a happy customer into an annoyed one.
- Defensive replies. Arguing with a reviewer in public always looks worse than the original review.
- Copy-paste replies. "Thanks for the review!" on every review looks robotic. Mention something specific.
- Waiting to route a complaint. An unhappy customer who hears from a manager the same day often becomes a loyal one.
Escalation rules
| Situation | Escalate to | How fast |
|---|---|---|
| Customer replies with a complaint | Office manager | Same day, ideally within 1 hour |
| Negative review posted | Office manager plus reply draft | Same day |
| Review mentions damage, injury, safety or a legal threat | Office manager and your Narqix team lead | Immediately |
| Review appears fake or from a non-customer | Office manager (the client decides whether to report it) | Same day |
| Customer asks why they keep getting messages | Opt them out, apologise, tell your team lead | Immediately |
Coach's note: The best review requests feel personal. "Thanks for having (TECH NAME) out today" works better than "Please rate our service." Customers remember the person, not the company.
Check yourself
- A customer gave the technician a hard time on site. Do they still get a review request?
- The owner asks you to offer 10 percent off the next visit for a 5-star review. What do you say?
- How many reminders do you send, and when?
- What must never appear in a public reply?
- A customer replies to your request: "The tech left a mess." What do you do?
Answers
- Yes. Every completed customer gets the request, unless they have opted out.
- Politely explain that offering anything for a positive review is not allowed under US consumer protection rules and review site policies, and that Narqix cannot do it. Offer to help increase reviews by asking every customer faster instead. Tell your team lead.
- One reminder, 2 to 3 days after the first request.
- Prices, addresses, job details, personal information, and blame.
- Thank them, apologise, tell them a manager will contact them, route it to the office manager the same day with their exact words. Do not discourage them from leaving a review.
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