Ask at the right moment
A suitable time is after the work is completed and the customer has had a chance to understand the result. For longer projects, confirm completion and any snagging process before requesting feedback.
A review request should feel like a normal follow-up, not a condition for receiving aftercare or documentation.
Make it easy without controlling the answer
Provide a direct link or QR code to the genuine business profile and invite the customer to describe the experience in their own words. Do not provide a prewritten five-star script or ask only the happiest customers.
The aim is honest, representative feedback. The customer should feel free to mention what went well and what could be improved.
| Moment | Good request | Avoid |
|---|---|---|
| Handover | One polite invitation to give an honest account | Promising rewards for five stars |
| Customer follow-up | Share a direct review link once | Repeated automated pressure |
| Negative feedback | Calm acknowledgement and resolution route | Publicly revealing private customer information |
Never pay for or manufacture reviews
Do not offer discounts, gifts or cash in exchange for reviews; do not use staff, family members or fake accounts to inflate ratings. Never imply that writing a positive review affects their warranty or service.
A slow, authentic review history is worth much more than an artificial burst that customers cannot trust.
Respond like a professional
Thank customers for useful feedback, keep replies brief and avoid disclosing private job details. If a complaint appears, acknowledge it and offer an appropriate private channel to resolve the issue.
Public arguments about a customer’s home or circumstances are likely to undermine confidence, even if the business feels unfairly criticised.
Actions to take this month
- Find your official Google review link
- Prepare one short, neutral completion message
- Ask without incentives or review-gating
- Review service feedback monthly
Could more suitable customers find your business?
Request a free review of your website and local visibility, with no obligation to buy a service.
See How Your Business Could Improve →Use reviews as evidence, not copied filler
Where relevant, link to the current profile and summarise themes customers repeatedly mention: communication, cleanliness, explanation of options or punctuality. Do not paste hundreds of reviews across pages as artificial keyword text.
Let photographs, real case studies and accurate business details support what the reviews say.
Measure the process without obsessing over stars
Track completed jobs, requests made, genuine responses and issues raised. Use those insights to improve service and communication rather than to pressure customers for a particular rating.
Questions worth answering
Can I reward customers for positive reviews?
No. Do not offer payments, discounts or gifts in return for reviews.
Should I only ask my happiest customers?
No. Asking selectively to manipulate ratings is not a sound practice; invite genuine feedback fairly.
Further reading: official guidance. Check current requirements before relying on regulatory or eligibility information.