How do I ask a customer for a review?

Why reviews matter

People choosing between two businesses often read reviews first. Google also says that how well known a business is, based on reviews and links to its website, is one of the things that affect where it shows in local results.

Many happy customers never leave a review unless someone asks. That is normal, not a sign they were unhappy.

So the ask is part of the job, like sending the invoice. Decide who does it and when, so it happens after every job and not only when you remember.

When to ask

Ask when the customer is pleased: when the job is finished and they are saying thank you, when the food has been enjoyed, when the problem has been solved. Waiting a week loses most of the warmth.

In person is best, because they can see you are sincere. A message the same day works too.

If the customer says something kind out loud, that is the best moment of all. Smile, thank them and say you would be grateful if they wrote it down, then give them the link.

How to make it simple

Google lets businesses share a link, or a QR code, that sends a customer straight to the box where they write a review. You find it in your Business Profile. Use it, so they are not left searching for you.

• Put the link in a text or email you send after the job.
• Print the QR code on a card, a receipt or a sign near the till.
• Keep the message short and personal.
• Send it from your own number or email, in your own words, with the customer's name. A message that sounds like a form letter gets ignored.

What to say

A simple version: Thank you for choosing us today. If you were happy, would you leave us a short Google review? It helps other people nearby find us. Here is the link.

Do not tell them what to write. Ask everyone you served well, not only the ones you expect to be the most pleased.

What not to do

• Do not offer a discount, a free item or a prize in return. Google's policy says offering incentives, such as free or discounted goods or services, in exchange for reviews is fake and misleading content and is strictly prohibited.
• Do not write reviews yourself, or ask family to.
• Do not pay anyone to post reviews.
• Do not pressure customers. One polite ask is enough.

After the reviews come in

Thank people who write one. Reply to the critical ones calmly. We cover that in should I reply to a bad review. For help setting up a simple way to ask, see how we help with showing up on Google or get in touch.