# Review Request & Reply Starter Pack

Reviews help customers decide. A 2026 BrightLocal survey found many consumers hesitate with businesses that have very few reviews. You don't need tricks — you need to ask consistently and reply like a person.

## The rules (read first)
These follow Google's review policies as of Oct 2026. Check Google's current policy if anything changes.
- Ask EVERY customer, not only the ones you think are happy. Picking only happy customers ("review gating") is against Google's rules.
- Never offer discounts, gifts, entries or anything else in exchange for a review.
- Never write reviews for yourself, or ask family/staff to pose as customers.
- Don't ask for "5 stars." Ask for honest feedback.
- Don't review competitors.
- Respond to reviews without sharing private details about the job or the customer.

## Getting your review link
In your Google Business Profile, look for "Ask for reviews" or "Get more reviews" and copy the short link. Save it in your phone's text shortcuts.

## When to ask (timing guide)
- Cleaning: same day or next morning, after they've seen the result.
- Lawn care: after the 2nd or 3rd visit, or after a cleanup.
- Tree service: after cleanup is done and the yard is back in shape.
- Pressure washing / handyman: right after walkthrough, while they're looking at it.
- HVAC: the day after, once they've confirmed it's running fine.
Ask once, follow up once at most. Then let it go.

## 6 ask templates

1. Text — right after the job
"Hi [NAME], thanks for having [BUSINESS] out today. If you have a minute, an honest Google review really helps a small business like mine: [LINK]. Thanks either way. — [YOU]"

2. Text — next day
"Morning [NAME]. Hope the [JOB] is holding up. If you're willing to share how it went, here's my Google review link: [LINK]. Any problems, text me directly instead and I'll make it right."

3. Email
Subject: Thanks from [BUSINESS]
"Hi [NAME], thanks for trusting me with [JOB]. Reviews are how most people find a local [TRADE], so if you have a minute, I'd appreciate your honest feedback here: [LINK]. If anything wasn't right, reply to this email — I read every one. [YOU], [PHONE]"

4. In person (say it, don't read it)
"Hey, one favor — if you're happy with how this turned out, or even if you're not, a quick Google review helps me a lot. I'll text you the link."

5. Recurring customer (cleaning, lawn)
"Hi [NAME], you've been with us [TIME] now and I appreciate it. If you've never left a review, I'd be grateful for your honest take: [LINK]. No worries if not."

6. One polite follow-up (3–5 days later, only if no reply)
"Hi [NAME], just bumping this once in case it got buried: [LINK]. Thanks again for the work!"

## 9 reply templates

Positive
P1. "Thanks, [FIRST NAME]! Glad the [JOB] came out the way you wanted. Hope to see you next [SEASON/TIME]."
P2. "Appreciate you taking the time. [CREW NAME] will be glad to hear it."
P3. "Thank you! That [SPECIFIC DETAIL THEY MENTIONED] was a tricky one — happy it worked out."

Neutral (3 stars, or mixed)
N1. "Thanks for the honest feedback, [NAME]. Glad [GOOD PART] went well. You're right about [ISSUE] — I'm [WHAT YOU'RE CHANGING]."
N2. "Appreciate this. If there's anything I can do to make it right, call me at [PHONE]."
N3. "Thanks for letting me know. I'd like to hear more about [ISSUE] — please reach me at [PHONE]."

Critical (1–2 stars)
C1. "[NAME], I'm sorry this didn't meet your expectations. I'd like to understand what happened and fix it if I can. Please call me directly at [PHONE]. — [YOU], owner"
C2. "I take this seriously. I don't see a job matching this in my records — could you call me at [PHONE] so I can look into it?" (Use when you can't identify the customer. Don't accuse.)
C3. "Thanks for the feedback. We discussed this at the time, and I'm still happy to talk it through: [PHONE]." (Use calmly when you've already tried. Never argue publicly.)

## Worked example — cleaning
Customer leaves 3 stars: "Kitchen great, missed under the couch."
Reply (N1): "Thanks for the honest feedback, Dana. Glad the kitchen looked good. You're right about under the couch — I've added it to our checklist and I'll make sure it's done next visit."

## Worked example — tree service
Customer leaves 2 stars: "Took longer than quoted, lawn had ruts."
Reply (C1): "Mark, I'm sorry about the ruts. That's on us — I'd like to come look and make it right. Please call me at [PHONE]. — [YOU], owner"

## Common mistakes
- Waiting a week to ask. Memory fades.
- Copy-pasting the same reply to every review. Mention one real detail.
- Getting defensive in public. Take it offline.
- Mentioning the customer's address, price or private info in a reply.

---
From HOPPER (buildwithhopper.com) · Last reviewed Oct 2026 · Free to use in your own business. Want help setting it up? https://buildwithhopper.com/contact