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Reviews

Requesting reviews the smart way and routing feedback before it goes public.

Your review-request email asks every completed-job customer for a review 24 hours after you mark the job done. No one on your team has to remember. Over 60-90 days, this is how your Google rating climbs — one happy customer at a time.

The review-request email is live and working today. Because your social accounts are now connected, Facebook reviews can be pulled into your Reputation dashboard too. The next layer — Google review monitoring and AI-drafted responses — activates once your Google Business Profile is connected (we're setting that up now). Once it's connected, we'll be able to read your current Google rating and track it over time. The goal: a steady climb in both your rating and your review count over the next 12 months.

How it works

When you mark a job's Job Status = Completed in the system:

  1. The system waits 24 hours
  2. The system sends the customer the Review Request email (Template 04)
  3. The email asks: "How was your project? — Three options: It was great / It was good / There were issues"
  4. Customer clicks one
  5. The routing kicks in (see below)

This part is live right now.

The smart routing

Based on what the customer clicks:

"It was great" → - Customer is directed to Google Reviews to leave a public review - Your team gets notified that a review request went out (so you can follow up if appropriate)

"It was good" → - Customer is directed to Google Reviews but with softer framing - Less likely to leave a public review, but still has the option

"There were issues" → - Customer is directed to a private feedback form (NOT Google) - You get an internal notification immediately - You call the customer to make it right BEFORE they have a chance to post publicly

Why this matters: unhappy customers don't accidentally leave 1-star public reviews. You hear about problems first, with time to fix them. The reviews that DO go public are weighted toward the positive ones.

This is not a way to hide bad reviews — anyone who genuinely wants to leave a public negative review can still do so, the system doesn't block them. It just makes sure positive customers find Google fast and unhappy ones get a human conversation first.

Responding to reviews

Once your Google Business Profile is connected (in progress now), the system will monitor incoming public reviews and draft responses for you to approve. Here's how that works once it's live:

For 5-star reviews:

  1. The system drafts a personal thank-you reply
  2. You review it, edit if you want
  3. Post

For 4-star or lower:

  1. The system drafts a thoughtful response
  2. You read it carefully — does it acknowledge their concern?
  3. Edit to add a personal touch
  4. Don't post in anger. Sit on it for an hour if you feel emotional.
  5. Post when you're ready

Reply to EVERY review. Even 5-stars. It signals you care + helps SEO on the review page.

Until the Google Business Profile is connected, you can still respond to reviews directly on Google — the drafting help just isn't active yet.

Where to see your reviews

Web app → Reputation → Reviews

This is where your connected review sources all land:

  • Read your reviews from connected sources in one place — Facebook is connected now since your social accounts are linked, so Facebook reviews show up here
  • See which ones have responses and which still need one
  • Filter by rating, source, date
  • Trend chart showing your rating over time

Google is the source still being added — that's what we're setting up now. Once it's connected, your Google reviews land here alongside Facebook.

When to actively request a review

Every job that hits Completed status gets a review request automatically. Beyond that:

  • If you're at a customer's home and they say "we're so happy with this!" — that's a 5-star moment. Don't ask them in person. Just say "we'll send you a link to share that — would love your feedback." Then mark Job Status = Completed in the system that day. The request fires 24h later.
  • If a customer texts/calls saying they're happy — same play. Mark the job Completed, system handles it.

The point: don't ask twice, don't ask awkwardly, let the system carry the request in your voice.

Negative review crisis playbook

If you ever get a 1-star public review on Google:

  1. Don't panic. One 1-star out of a healthy pile of reviews barely moves your average.
  2. Don't reply immediately. Wait an hour. Read carefully.
  3. Reach out to the customer privately first if you can identify them. Try to make it right.
  4. Then post a public response that's calm, acknowledges their concern, and shows you care about quality. Future prospects read your response more than the review itself.
  5. Tell Kevin — we can help you craft the response and figure out if there's a system issue.

What if I'm stuck?

Stuck moment Fix
"Customer says they didn't get the review request" Check their contact — is email correct? Is Job Status = Completed? Re-fire the email manually if needed.
"I want help drafting a response" Response drafting goes live once your Google Business Profile is connected (in progress). Until then, reply directly on Google — tell Kevin if you'd like wording help.
"We got a positive review on Facebook, doesn't show in Reputation" Facebook is connected now — Facebook reviews should land in Reputation. If one isn't showing, give it a little time to sync, then tell Kevin.
"Someone left a fake/spam review" Flag it on Google (Google has tools for this). Don't respond to spam.

Video walkthrough

Last updated: 2026-06-17 by Kevin / RevStack