Module 4

Asking for Reviews (Ethically)

The most effective way to get reviews is simply to ask. But there's an art to asking that maximises your success rate while staying within Google's guidelines. Here's how to do it right.

When to Ask for Reviews

What to do

Timing matters enormously. Ask at the right moment for the best results.

Step by step

  1. Ask when the customer is happiest. The best time is immediately after a positive experience — when they're still feeling good about choosing you.
  2. For service businesses: Right after completing a successful job. "Great, all sorted! If you're happy with the work, I'd really appreciate a quick Google review."
  3. For retail/hospitality: When they compliment you or express satisfaction. "So glad you enjoyed it! Would you mind leaving us a review?"
  4. For professional services: After delivering good news or completing a matter successfully. "Now that we've completed your case, if you're happy with how things went, a review would be wonderful."
  5. Don't wait too long. The longer you wait, the less likely they are to follow through. Same-day or next-day requests get the best response rates.
  6. Avoid asking during problems. If something went wrong, fix it first. Then, if the customer is satisfied with the resolution, you can ask.

Examples by industry

Best moment: When the job is complete and the customer has tested that everything works. "That's the leak sorted and water pressure is back to normal. If you're pleased with the work, a Google review really helps — I'll text you a link."
Best moment: When the customer compliments the food or says goodbye warmly. "Thank you! If you enjoyed it, we'd love a review — there's a QR code on the table, or I can send you a link."
Best moment: After a successful appointment, especially if the patient was nervous and it went well. "I'm glad that wasn't as bad as you expected! If you felt looked after, a review helps other nervous patients find us."
Best moment: After successful completion of their matter. "I'm pleased we achieved a good outcome for you. If you felt well-supported throughout, we'd appreciate a review when you have a moment."

How to Ask: Scripts and Approaches

What to do

Asking doesn't have to be awkward. Here are natural ways to request reviews.

Step by step

  1. Be direct but not pushy. "I'd really appreciate a Google review if you have a moment" is better than "You MUST leave us a review!"
  2. Explain why it matters. Many customers don't realise how much reviews help small businesses. "Reviews help other customers find us and mean a lot to a small business like ours."
  3. Make it easy. "I'll text/email you a link — it only takes 30 seconds." Don't expect them to search for you.
  4. Give them an out. "Only if you have time" or "No pressure at all" makes it feel less demanding.
  5. Use their positive feedback. If they've just said something nice, build on it: "That's so kind of you to say — would you mind putting that in a Google review?"
  6. Don't grovel or over-apologise. Asking for reviews is normal and expected. Don't act like you're asking a huge favour.

Word-for-Word Scripts

What to do

Use or adapt these scripts for common situations.

Step by step

  1. In-person after service: "Thanks so much. If you're happy with everything, I'd really appreciate a Google review — it helps others find us. I'll text you a link that makes it super quick."
  2. In-person at a venue: "So glad you enjoyed it. We'd love a review if you get a chance — there's a QR code [point to it] or I can send you a link."
  3. Follow-up text: "Hi [Name], thanks for choosing [Business]. If you're happy with [the work/your visit], we'd appreciate a quick review: [link]. Thanks again!"
  4. Follow-up email: "Dear [Name], Thank you for [choosing us/visiting/your business]. We hope you were happy with [service/experience]. If you have a moment, we'd be grateful for a Google review. It only takes 30 seconds: [link]. Best wishes, [Your name]"
  5. When they give a compliment: "Thank you — that's really kind! Would you mind popping that in a Google review? It genuinely helps us so much."
  6. For repeat customers: "You've been coming to us for years — if you've never left us a review, we'd love one! Here's a link if you get a chance."

Creating a Follow-Up System

What to do

Make asking for reviews a routine part of your business, not something you remember occasionally.

Step by step

  1. Build it into your process. After every job/sale/appointment, ask for a review. Make it as automatic as taking payment.
  2. Prepare your materials. Have business cards with QR codes ready, your text message template saved, your follow-up email drafted.
  3. Use automation if possible. If you have booking software or a CRM, set up automatic follow-up emails requesting reviews.
  4. Train your staff. If you have employees, train them to ask for reviews. Give them the scripts and explain why it matters.
  5. Track who you've asked. Keep a note of customers you've requested reviews from so you don't ask the same person repeatedly.
  6. Send a reminder if needed. If someone agreed to leave a review but hasn't after a few days, one gentle reminder is fine. More than that is pushy.

What NOT to Do When Asking

What to do

Avoid these common mistakes that can backfire or violate guidelines.

Step by step

  1. Don't offer incentives. No discounts, free items, or rewards for reviews. This violates Google's policies.
  2. Don't ask only happy customers. Having a 'review gate' that screens customers and only asks the happy ones is against Google guidelines.
  3. Don't be pushy. Ask once, maybe remind once. Repeatedly pestering customers for reviews is annoying and unprofessional.
  4. Don't ask for 5 stars specifically. Asking for a "5-star review" or "positive review" is frowned upon. Just ask for "a review" and let them rate honestly.
  5. Don't get family and friends to fake it. Reviews should be from genuine customers. Google can often detect patterns suggesting fake reviews.
  6. Don't retaliate against negative reviews. If someone leaves a bad review after you asked, respond professionally. Never attack or try to get revenge.

Maximising Your Response Rate

What to do

These tips will help more of your requests convert into actual reviews.

Step by step

  1. Ask in person when possible. Face-to-face requests are hardest to ignore. Personal asks convert better than emails.
  2. Ask at peak satisfaction. The moment they express happiness is your golden opportunity.
  3. Make it EASY. One click to the review form. No searching, no extra steps. Every obstacle reduces conversions.
  4. Text beats email. SMS open rates are much higher than email. If you have their mobile number, text the link.
  5. Follow up once. A single reminder 2-3 days later can recover people who intended to but forgot.
  6. Tell them what to mention. "If you could mention [the specific service], that would be great" helps them know what to write and gives you relevant keywords.
  7. Thank them in advance. "Thanks so much — it really means a lot" creates a small sense of commitment.

Review asking system ready: