Asking for and responding to reviews

How do I ask for a review?

Ask soon after a good experience, personally, with a direct link and a short message. Make it easy: a direct review link by text or email works better than general instructions.

Go deeper: Request reviews

When should I request feedback?

Right after the job is done and the customer is satisfied, or after a repeat visit. Avoid asking during or before the service is complete.

How do I create a review request message?

Thank them, ask for honest feedback and include the link. Do not offer incentives for positive reviews. Keep the message short and personal, and send it once.

Go deeper: Review request templates

How do I respond to a negative review?

Reply calmly, acknowledge the issue, avoid private details and invite them to contact you offline. Keep replies short and professional; future customers read them.

Go deeper: Respond to reviews

What should I do about a suspicious review?

If a review breaks Google's policies, report it; otherwise respond factually and briefly. Keep a record of when you reported it and the outcome.

Can I use reviews on my website?

Yes if they are real, accurately quoted and consistent with the FTC endorsement guidance; get permission where needed. Link back to the source so visitors can see reviews in context.

Worked example

An auto repair shop adds a review request to its pickup routine: the service writer thanks the customer, and a text with the direct review link goes out that afternoon. No incentives are offered. When a customer posts a negative review about a delay, the owner replies calmly, acknowledges the frustration, explains briefly what changed, and invites the customer to call. When a review appears from someone who was never a customer and uses abusive language, the owner reports it through Google's process and notes the date.

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