How to ask customers for reviews without it feeling awkward

The three parts of a good ask

• Who is asking. A first name and the business name. "Hi Dana, it's Mike from Coastal Heating" beats "Dear valued customer".
• What for. One line that says what you are asking and why it helps, in plain words.
• The link. A direct link that opens your Google review box, not your website and not a search. Here is how to get your Google review link.

That is the whole message. Anything longer starts to read like a newsletter, and people skim newsletters.

Text templates

Only text customers who have agreed to hear from you by text, and honour STOP straight away. Replace the names and paste your own link.

After a service call:
"Hi Dana, it's Mike from Coastal Heating. Thanks for having us out today. If you have a minute, would you leave us a Google review? It helps people nearby find us. [link]"

After an appointment:
"Hi Sam, it's Priya at Harbor Dental. Thanks for coming in today. Would you mind leaving us a quick Google review? [link]"

The one reminder, a day or two later:
"Hi Dana, Mike from Coastal Heating again. Just in case yesterday's link got buried, here it is. No worries if not. [link]"

Email template

Subject: Thanks from Coastal Heating

Hi Dana,

Thanks for having us out today to look at the furnace. If you have a couple of minutes, would you leave us a Google review? Honest reviews help neighbors decide who to call.

[Leave a review]

Mike
Coastal Heating

Put the link on a button or on its own line. People reading on a phone should be able to tap it without zooming.

What to say in person

At the door or at the desk, the ask can be one sentence, followed by the text or card with the link:

"We ask everyone for a quick Google review. I'll text you the link so you can do it whenever suits you."

Saying you ask everyone takes the pressure off both of you. It also happens to be how Google wants it done: its policy says businesses should not require or pressure people to write reviews while on the premises. Hand them the link and let them do it later.

Phrases to avoid

• "Leave us 5 stars." Asking for a rating is trying to influence it.
• "If you were happy with us..." It invites only the happy ones.
• "Mention Mike by name." Google's policy now bars asking for reviews that include specific content, including a staff member's name.
• "Leave a review and get 10% off your next visit." Any discount, gift or entry into a draw is an incentive, and incentives are not allowed. More on that in can you pay for Google reviews.

Make the asking automatic

The templates only work if they get sent after every job, including the busy weeks, and busy weeks are exactly when nobody remembers. Sending them is worth automating. The wider routine, from timing to replies to targets, is in how to get more Google reviews. If you would rather it ran without you, our Google review management service sends the ask and the one reminder for every finished job. See pricing for the plans.