Review Management
Build a five-star reputation on autopilot. Automated review requests, negative feedback interception, and a dashboard to track your online reputation across every platform.
Overview
Online reviews are the most powerful form of social proof for local service businesses. Potential customers check Google before they call. The Review Management system automates the process of asking happy customers for reviews so your rating climbs steadily without relying on memory or manual follow-ups.
The system also protects your reputation by intercepting unhappy customers before they post a public review, giving you a chance to resolve the issue privately first.
Review Request Sequences
A review request sequence is a multi-step outreach campaign that fires after a job is completed. The timing and number of touchpoints are configurable.
Timing
The first request is typically sent 1-2 hours after the job is marked complete, when the experience is fresh. Follow-ups can be scheduled at 3 days and 7 days for non-responders.
Channels
Send review requests via SMS, email, or both. SMS tends to generate the fastest responses, while email allows for richer content including before-and-after photos.
Platform Selection
Choose where you want to direct customers to leave reviews. Supported platforms include Google Business Profile, Yelp, and Facebook. You can set a primary platform and rotate secondary platforms across requests.
For most home service businesses, Google should be your primary platform since it directly impacts your search visibility and Maps ranking. Once you have a strong Google presence, diversify to Yelp and Facebook for additional credibility.
Customizing Messages
Every message in the review sequence is fully customizable. Use merge fields to personalize messages with the customer's first name, the service performed, and your technician's name.
A personal, conversational tone works best. Messages that feel like they are coming from a real person (not a corporate form letter) generate significantly higher response rates.
Follow-up Sequences
Not everyone responds to the first request. The follow-up sequence sends gentle reminders to customers who have not yet left a review. Typically two follow-ups are sufficient: one at three days and another at seven days after the initial request.
Each follow-up uses different wording to avoid sounding repetitive. The system automatically stops the sequence once a review is detected or the customer responds.
Negative Review Interception
Before directing a customer to a public review platform, the system asks a simple satisfaction question. If the customer indicates they are not fully satisfied, they are routed to an internal feedback form instead of the public review page.
This gives you the opportunity to address the concern privately, resolve the issue, and potentially turn a negative experience into a positive one. Satisfied customers are then re-invited to leave a public review once the issue is resolved.
Review Dashboard
The dashboard provides a centralized view of your online reputation. Track your total review count, average star rating, and review velocity (how many new reviews you are getting per week and month).
See which review request sequences are performing best, compare response rates across SMS and email, and identify which team members generate the most positive feedback from customers.
Best Practices
- Send the first review request within 2 hours of job completion while the positive experience is fresh.
- Keep SMS review requests short. A simple thank-you and a direct link to the review page converts best.
- Never incentivize reviews with discounts or gifts. This violates platform guidelines and can get your reviews removed.
- Respond to every review you receive, positive or negative. It signals to potential customers that you care.
- Set a monthly review target and track progress on the dashboard. Consistency beats one-time pushes.
Pro Tip: The Interception Advantage
The negative review interception feature is one of the most valuable tools in the system. Businesses using it typically maintain a 4.7+ star average because dissatisfied customers are handled privately before they post publicly. Treat every intercepted complaint as a gift: it is a chance to fix the problem, keep the customer, and protect your reputation simultaneously.