Review Request for General Contracting
Review Request is the process of systematically asking satisfied clients to share public reviews and ratings on selected platforms. It defines when clients are eligible for a review request, which channels to use, what messages to send, and how to avoid asking when issues are unresolved. The process ensures that review requests feel genuine and well-timed, not spammy, and that positive experiences are turned into visible proof for future prospects. When followed, it steadily grows the company’s online reputation while respecting the client relationship.
Define review platforms and company profiles
Step 1: Identify priority review platforms
Meet with marketing or leadership to choose 2–4 primary review platforms, such as Google Business Profile, Yelp, industry directories, or a project-specific platform. Focus on places where your ideal clients actually look for contractors.
Step 2: Claim and verify business profiles
For each platform, follow the steps to claim and verify the company profile if it is not already done. This may include verification by mail, phone, email, or video call depending on the platform.
Step 3: Standardize company information
Check that the company name, address, phone number, website, and logo are consistent across all profiles. Correct any mismatched or outdated information so clients see a cohesive brand.
Step 4: Customize profile descriptions and photos
Add a short, clear description of your services, service area, and typical clients. Upload a small set of high-quality project photos that represent your work well.
Step 5: Create a master list of review links
Copy the direct links to your review pages (where possible) and store them in a shared document. Label each link clearly so staff know which platform it belongs to.
Step 6: Share review profile information internally
Distribute the list of platforms and links to customer service, project managers, and anyone else who might request reviews so they all use the same approved locations.
Define client eligibility and timing for review requests
Step 1: List key project and service milestones
Identify milestones where client sentiment is usually clear, such as right after project closeout, after successful warranty resolution, or after a positive follow up call.
Step 2: Set satisfaction criteria for eligibility
Decide what counts as “satisfied enough” to request a review, such as clients who rated their experience positively in follow ups or who verbally expressed strong satisfaction. Write this in simple, measurable terms where possible.
Step 3: Define exclusion criteria
List situations where you will not request reviews, such as active complaints, unresolved warranty issues, or clearly unhappy follow up feedback. Make sure these criteria are explicit so staff do not guess.
Step 4: Set timing windows for each milestone
For each milestone, decide how long after the event you will typically send a review request (for example, within 3–7 days after final walkthrough, or within 2–3 days after a successful warranty closeout).
Step 5: Document eligibility and timing rules
Create a short guide that combines satisfaction criteria, exclusion criteria, and timing windows into one place. Use examples to clarify borderline situations.
Step 6: Train customer-facing staff on when to ask
Review the rules with project managers and customer service so they know when a client is a good candidate for a review request and when it is better to wait or skip.
Flag eligible clients and add review request tasks
Step 1: Monitor project closeouts and follow ups for eligible clients
Each week, review newly closed projects, resolved warranty cases, and recent follow ups for clients who expressed clear satisfaction.
Step 2: Apply eligibility and exclusion criteria
For each client, check their notes against your satisfaction and exclusion rules. Confirm there are no active complaints or unresolved issues that should pause a request.
Step 3: Mark eligible clients in the system
Use a tag, checkbox, or status in your CRM or project management system to mark that a client is “Review Request Eligible.” Make sure this is visible to customer service and project managers.
Step 4: Create a review request task with due date
For each eligible client, create a specific task to send a review request, with a due date aligned to your timing window. Assign the task to the responsible person (such as customer service or the project manager).
Step 5: Include relevant details in the task
In the task description, include the client’s name, project details, primary review platforms, and preferred contact method so the assignee has everything they need to act.
Step 6: Review open review request tasks weekly
Once a week, open the list of review request tasks to see what is due or overdue, and adjust assignments if someone is out or overloaded.
Prepare standard review request templates
Step 1: Draft an email review request template
Write a simple email that thanks the client for working with you, references the project or recent service, and politely asks if they would be willing to leave a review. Include clear links to one or two priority platforms.
Step 2: Draft a phone/meeting script for in-person asks
Create a short verbal script that project managers or superintendents can use at the end of a successful walkthrough or meeting. It should sound natural, not memorized, and include a promise to send a follow-up link by email or text.
Step 3: Draft a text message review request template (if used)
If your company uses text messaging, write a brief, polite message that includes a thank-you and a single review link. Make sure it stays within typical character limits and does not feel like spam.
Step 4: Include simple instructions in each template
Add one or two sentences explaining how to leave a review (for example, “Click this link, choose a star rating, and write a few sentences about your experience.”). This helps less tech-savvy clients.
Step 5: Review tone and wording with leadership
Share the templates with leadership and, if possible, a few trusted clients to ensure the tone feels respectful and aligned with the brand.
Step 6: Store templates where staff can easily access them
Save templates in a shared folder, CRM snippets, or email signatures area so staff can quickly copy and personalize them when needed.
Send personalized review request to the client
Step 1: Open the client record and recent notes
Before drafting the request, review key details about the project, main contacts, and any recent positive comments the client shared.
Step 2: Select the appropriate template and channel
Choose the email, phone script, or text template that fits the situation and the client’s communication preference. Use the most personal channel that is realistic for you to manage.
Step 3: Customize the greeting and project references
Edit the template to include the client’s name, the project location, and any specific elements they were happy about (for example, “your lobby renovation” or “how we handled the schedule changes”).
Step 4: Insert the correct review link(s)
Paste in the direct links to your chosen review platforms from your master list. Double-check that the links work and lead to the correct company profile.
Step 5: Check tone and clarity before sending
Read the message aloud to yourself or quickly scan it to ensure it sounds natural, polite, and free of typos. Make sure the ask is clear and not hidden in a long paragraph.
Step 6: Send the request and log the activity
Send the email/text or note that you made the phone request. Record in the client’s record that a review request was sent and the date so you can track follow-ups.
Provide step-by-step instructions for leaving a review
Step 1: Identify common technical questions
Ask customer service staff what questions they hear from clients about leaving reviews, such as needing an account, where to click, or how to find the correct page.
Step 2: Create short, platform-specific instructions
Write step-by-step instructions for each main platform (for example, “Click the link, sign in with your Google account, click ‘Write a review,’ choose star rating, type your comments, click ‘Post’.”). Keep language simple and avoid technical jargon.
Step 3: Decide how to deliver instructions
Choose whether instructions will be included directly in the request email, attached as a short PDF, or linked to a help page on your website. Consider what is easiest for your clients to use on their devices.
Step 4: Add instructions to templates as needed
Update review request templates to include either the full instructions or a link to them. Make sure it is obvious that help is available if the client is unsure what to do.
Step 5: Offer to walk clients through by phone
In your messaging, let clients know they can call if they have trouble leaving a review and that someone will walk them through the steps. This is especially helpful for older or less tech-comfortable clients.
Step 6: Update instructions when platforms change
Periodically test your instructions against the current review pages and update screenshots or text if platforms change their layouts or steps.
Send gentle review reminders when appropriate
Step 1: Set a reminder window after the initial request
Decide how long you will wait before sending a reminder (for example, 7–14 days after the first request) if no review appears. Document this window in your process.
Step 2: Check whether a review has already been posted
Before sending a reminder, search your review platforms for the client’s name, company name, or project. Also check your internal log in case the review was posted under a different name.
Step 3: Skip reminders for clients who seem hesitant or busy
Review past communications for any signs that the client was unsure or overwhelmed. If they seemed reluctant, consider skipping the reminder or delaying it further.
Step 4: Use a shorter, softer reminder template
Prepare a specific reminder message that is brief, appreciative, and acknowledges that the client is busy. Avoid language that makes them feel guilty or pressured.
Step 5: Personalize and send the reminder
Customize the reminder with the client’s name and project reference, then send via the same channel as the original request. Log the reminder in the client record with the date.
Step 6: Do not send more than one reminder
As a rule, limit reminders to a single follow-up. Multiple reminders can feel like spam and damage goodwill, which is more valuable than a review.
Monitor platforms for new reviews
Step 1: Set a monitoring schedule
Decide how often to check your main platforms (for example, twice per week for busy companies, weekly for lower volume). Put these checks on a calendar or recurring task list.
Step 2: Log in to each review platform
Sign in to your company accounts on each selected platform so you can see all recent reviews, including any filtered or pending ones.
Step 3: Filter for new reviews since last check
Use dates or sorting to focus on reviews received after your last monitoring session. Note which ones came from clients you requested reviews from and which came organically.
Step 4: Update internal records for matching clients
For each review from a known client, mark the corresponding review request task as “completed” and note the platform and date of the review in the client record.
Step 5: Capture review content for internal use
Copy the text of notable reviews into a separate internal document or tagging system for marketing, training, or morale purposes. Be sure to respect any confidentiality concerns if names need to be anonymized for internal sharing.
Step 6: Identify any negative or mixed reviews for follow up
Flag any low-star or mixed reviews so that they can be addressed promptly through your complaint or issue resolution processes, even if the client did not contact you directly.
Respond to reviews professionally
Step 1: Define response guidelines and tone
Agree internally on how you will respond to reviews: always thank the reviewer, avoid defensive language, and offer to take detailed discussions offline when needed. Write these guidelines down for reference.
Step 2: Create sample responses for common scenarios
Draft a few example responses for very positive reviews, moderately positive reviews, and negative reviews. Use them as a starting point but always customize for the specific situation.
Step 3: Assign responsibility for responding
Decide who will write and post responses (for example, customer service lead or marketing), and set a target timeframe such as “respond within 3 business days of review posting.”
Step 4: Respond to positive reviews with thanks and specifics
For positive reviews, thank the client by name (if appropriate), mention a specific element of their review, and express appreciation for their trust or partnership.
Step 5: Respond to negative or mixed reviews carefully
For negative reviews, acknowledge their experience, apologize for any shortcomings without admitting legal liability, and invite them to contact a specific person to discuss further. Avoid arguing in public.
Step 6: Log responses and note any follow up needed
After posting each response, record that you replied, including the date and a copy of your response, in your internal tracking. For negative reviews, create follow up tasks under your complaint or issue resolution processes.
Track review request performance and refine process
Step 1: Define key review metrics
Choose a small set of metrics, such as number of review requests sent, number of reviews received, conversion rate, average rating, and distribution by platform.
Step 2: Set up a simple tracking sheet or report
Create a spreadsheet or CRM report where you can record these metrics by month or quarter. Include columns for number of eligible clients, number asked, and number who responded.
Step 3: Update metrics on a regular schedule
On a set cadence (for example, monthly), count how many review requests were sent and how many new reviews appeared, and fill in your tracking sheet.
Step 4: Analyze which factors influence success
Look for patterns such as better response rates when the project manager asks personally, certain platforms performing better, or timing soon after a positive walkthrough working best.
Step 5: Identify changes to test
Based on your analysis, choose one or two small adjustments to test, such as changing email subject lines, adjusting timing, or asking in person before sending a link.
Step 6: Review results and update standard process
After testing changes for a period, compare results to your previous metrics. If an adjustment clearly helps, update your standard templates, timing rules, or responsibilities accordingly and document the change.
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