Review Request
Purpose: Ask every customer with a completed job for an honest review, the same way every time.
When to use: Within 2 hours of job completion (text first), with one reminder after 2 to 3 days. Also when a customer praises the company on a call.
Goal of the call: The customer receives the direct review link and an honest, no-pressure invitation.
Version: v1.0
Before you dial
- Completed jobs list for today
- Each customer's first name, technician's first name, type of service
- The client's direct review link (the one that opens the review form)
- Opt-out status checked for every customer
- Allowed texting hours for each customer's time zone
Never do this: Never ask "Were you happy?" first and only send the link to happy customers. Never offer anything in return for a review. Never say "Please give us 5 stars." Never write or post a review for anyone. Ask for an honest review, every customer, every time.
The flow
Stage 1: The text request (within 2 hours)
Hi (CUSTOMER FIRST NAME), thanks for choosing (COMPANY NAME) today. If you have a minute, we'd really value your honest review of (TECH FIRST NAME)'s visit: (REVIEW LINK). Reply STOP to opt out.
Why it works: it is personal, short, asks for honesty, and makes leaving a review one tap away.
Stage 2: The reminder (once, 2 to 3 days later)
Hi (CUSTOMER FIRST NAME), a quick reminder from (COMPANY NAME). If you have a moment, your honest feedback on (TECH FIRST NAME)'s visit really helps us: (REVIEW LINK). Thank you!
Then stop. No third message.
Stage 3: Handling replies
If they reply: "Done!" or something positive
Thank you so much, (CUSTOMER FIRST NAME)! We really appreciate it, and we'll pass your kind words to (TECH FIRST NAME).
If they reply with a complaint
I'm really sorry to hear that, (CUSTOMER FIRST NAME), and thank you for telling us. I've passed this to our manager, (MANAGER NAME), who will call you today to make it right.
Route to the office manager the same day with their exact words. Do not tell them not to leave a review, and do not send another review request while the issue is open unless the client's process says otherwise.
If they reply with a question about the bill or warranty
Thanks for asking, (CUSTOMER FIRST NAME). Let me check with our office and get back to you today.
Route to the office.
If they reply STOP or ask not to be contacted
You're unsubscribed from (COMPANY NAME) messages and won't receive more. Thank you.
Opt out across all channels the same day.
Stage 4: Phone version (when a customer praises the company on a call)
Them: Your technician was great yesterday, really nice guy. You: Thank you so much for telling me, I'll make sure (TECH FIRST NAME) hears that. If you have a minute sometime, would you be willing to share your honest experience in a review? I can text you the direct link. Them: Sure. You: Great, I'm sending it now. Thank you, (CUSTOMER NAME).
Why it works: you are asking someone who already offered feedback, and the link removes all effort. The same request still goes to every completed customer by text.
Coach's note: Use the technician's first name in every request. People review the person who came into their home. Requests that mention the technician get noticeably more replies than requests that only mention the company.
Objections
| They say | You say |
|---|---|
| "What do I get for it?" | "Nothing, I'm afraid, we don't offer anything for reviews. Your honest feedback just really helps us and helps other homeowners choose." |
| "I don't have an account." | "No problem at all. Only if it's easy for you. Thanks for considering it." |
| "Can you write it and I'll post it?" | "I'm sorry, we can't write reviews for customers. It has to be in your own words, even just one sentence." |
| "I'll give you 5 stars if you take 20 off the bill." | "That's kind, but we can't link reviews to discounts. An honest review, whatever you think, is all we ask." |
After the call
(DATE) (TIME) local · (YOUR NAME) · Review request
Job: (JOB NUMBER), (SERVICE TYPE), tech (TECH FIRST NAME)
Request sent: (TIME). Reminder sent: (DATE) or not needed
Reply: (exact words if any). Complaint routed to (MANAGER NAME) at (TIME) if applicable
Check yourself
- Why is the request worded "your honest review" and not "a 5-star review"?
- How many messages does a customer get at most?
- A customer asks what they get for leaving a review. What do you say?
- A customer replies with a complaint. List your three actions.
Answers
- Because asking only for positive reviews is selective soliciting, and Narqix asks for honest feedback from everyone.
- Two: the first request and one reminder.
- "Nothing, we don't offer anything for reviews. Your honest feedback just really helps us and other homeowners."
- Thank and apologise, tell them a manager will call, and route to the office manager the same day with their exact words.
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