Free kit for home services
The 5-Star Review Kit
When to ask, the words to use and how to answer every review, so more homeowners pick you.
Homeowners read reviews before they call, and they pick the company that looks trusted and active. Most happy customers will leave a review if you ask at the right moment and make it one tap. This kit shows you when to ask, how to ask, and what to say back.
Want it as a PDF? 6 pages, to print or keep. Enter your email and it downloads.
How to use this kit
- One play at a time. Start with play 1. Each one is a small change to how you already work, not a new system.
- Swap in your words. Words in braces, like {first} and {time}, are yours to fill in: the customer's first name, your open times, your link.
- Track one number. Every play ends with the one number to watch. Check it before you start and again a month later.
- Text people who said yes. Only text customers who agreed to get texts from you, and give them an easy way to stop. Email is fine for the rest.
What's inside
Play 1
Ask when the job is done
Reviews are what homeowners read before they call. The best time to ask is right after a job well done.
Do this
- Send the ask the same day.
- Link straight to Google.
- Ask every customer.
Text to send
Thanks for choosing {company}, {first}! Would you leave a quick review? It helps your neighbors find us: {review link}
Track: New Google reviews per month.
Play 2
Ask in person first
A customer who just thanked you face to face is the most likely to leave a review. A quick word from the tech sets it up, and the text makes it easy.
Do this
- Have the tech ask at the end of a job that went well.
- Tell them a text with the link is coming.
- Send the text the same day.
What to say
Glad we could get that fixed today! I'm going to send you a quick text. If you have a minute, a review really helps a small company like ours.
Track: Reviews from jobs where the tech asked.
Play 3
Make it one tap
Every extra step loses people. A direct link to your review page removes them.
Do this
- Get your direct Google review link from your Business Profile.
- Put it in the text, your emails and your invoices.
- Print it as a QR code on a leave-behind card.
Track: Taps on your review link.
Play 4
Ask everyone, the same way
Google's rules ban asking only happy customers and offering anything in return for a review. Asking everyone also shows you the problems you need to hear about.
Do this
- Send the same ask after every finished job.
- Never offer a discount or a gift for a review.
- Never write reviews for yourself or your team.
Track: Review asks sent, out of jobs finished.
Play 5
Reply to every review
Replies show future customers that someone cares. Keep them short and personal.
Do this
- Reply within a few days.
- Thank them by name and mention the job.
- Keep it to two sentences.
What to say
Thanks so much, {first}! We're glad the {job} went smoothly. We're here whenever you need us.
Track: Reviews answered within 3 days.
Play 6
Answer a bad review the right way
Future customers read how you handle a complaint. A calm, helpful reply can build more trust than the review costs.
Do this
- Don't reply angry. Wait an hour if you need to.
- Apologize for their experience and take it offline.
- Fix it if you can, then follow up.
What to say
Hi {first}, I'm sorry this wasn't the experience you expected. I'd like to make it right. Please call me directly at {phone} so we can sort it out. {name}, {company}
Track: Bad reviews answered within 2 days.
Play 7
Keep your Google profile alive
Your Google profile is often the first thing people see. Fresh photos and posts show you're active.
Do this
- Post job photos weekly, with the customer's permission.
- Keep hours and service areas right.
- Answer every question on the profile.
Track: Calls and website taps from your profile.
Copy this
Your review requests
Save these in your phone or your job software. Swap in your link.
After the job: Thanks for choosing {company}, {first}! Would you leave a quick review? It helps your neighbors find us: {review link}
One reminder, 3 days later: Hi {first}, just a reminder in case you missed it. A quick review helps a small business like ours a lot: {review link}
Leave-behind card: Thanks for choosing {company}. Scan to leave us a review. It takes a minute and means a lot.
Your first week
Four things to do this week.
- Get your direct review link.
- Ask your last 10 customers.
- Reply to every review from the last month.
- Print a leave-behind card.
Want it as a PDF? 6 pages, to print or keep. Enter your email and it downloads.
Free to use and share. The plays are advice on what to do and what to track, not a promise of results, and the templates aren't legal advice. Example names and times in the texts are fill-ins.
