Asking customers for a review can feel a little awkward. You want honest feedback, but you don’t want to seem pushy or put anyone on the spot. So instead of reaching out to customers, many businesses don’t ask at all.
In reality, people who have a positive experience with your business are usually happy to share it. They just need an opening and a little encouragement to follow through.
This blog post covers when to ask, how to ask without sounding pushy, and what to do once the reviews start coming in.
Why Your Business Needs Reviews
Reviews are one of the most influential tools a business has, and they’re free to collect! According to a study conducted by BrightLocal, 97% of consumers read reviews of local businesses.
Reviews build credibility with people actively searching for what you offer, and they boost your visibility in search results, especially in Google Maps and the Local Pack. New reviews signal to search engines and customers alike that your business is active and trusted.
When it Feels Natural to Ask for a Review
Time your review request to fit naturally into the post-completion stage of your process. Asking in the middle of a project, during a transaction, or before the work is done can catch people off guard and put them in an uncomfortable position.
Natural moments to send a message asking for a review include:
Project Completions
Recently completed projects open the door for a review request. Send a short follow-up message within 24-48 hours to catch customers while they’re still thinking about the project.
Product Purchases
In-store and online purchases both give you a window to ask. Follow up shortly after an in-store visit or a few days after an online order arrives, and invite the customer to share their thoughts.
Customer Referrals
Customers who refer your business value your work. Thank them and invite them to share their experience online. Referrers are some of your brand’s biggest advocates.
End of a Busy Season
Busy seasons offer multiple opportunities for customer reviews. Look back at your customers from the past few months and send a personal, sincere request.
Website Builds and Marketing Updates
A website refresh or marketing update gives you a reason to reach out for testimonials. Let people know you’d like to feature their experience and ask them to share a few words about it.
Where to Ask for a Review
Use the same channel you normally use to contact the customer so the request feels personal rather than out of the blue.
- Email is a reliable go-to for many businesses. It gives customers time to read your message, click the link, and leave a review at their own pace.
- A phone call works well for long-term clients or those with whom you have a strong relationship. Bring up the request naturally and follow up by email with the direct link.
- An eblast to recent customers works well after a busy season or major milestone. Keep it short, grateful, and include a clear call to action.
- Text messages work best when texting is your main way to communicate. Texts from a recognized number feel natural, but unsolicited texts can feel intrusive.
How to Ask without Sounding Pushy
How you ask is every bit as important as when you ask.
Keep your message simple and direct. Say you enjoyed working together and would appreciate a short review. Explain where to leave it. Avoid over explaining or apologizing.
It also helps to give context. If you’re collecting testimonials for a new website or marketing update, say so. People like to know how their feedback will be used.
Ask once, respect their time, and leave the decision entirely up to them. You’re inviting them to share their experience, and your messaging should reflect that.
Make It Easy for Your Customers to Respond
Customers are more likely to follow through when you make the process easy. Include a direct link to your Google listing, Facebook page, or wherever you want the review posted. Do the work for them so they only have to click and write a few sentences.
The examples below include short, friendly messages for one-on-one outreach. Feel free to copy, paste, and make them your own.
After a completed project:
Hi [Name],
It was a pleasure working with you on [project], and we wanted to say thank you for choosing our team. If you have a moment, please share your experience in a Google review. Reviews help us improve our services and let others know what it’s like to work with [Your brand name].
Leave a review here: [Link]
Thank you so much. We truly appreciate your support.
After a referral:
Hi [Name],
We heard you sent [Referral Name] our way and wanted to reach out to say thank you. Knowing you thought of us means a lot to our team. If you have a moment, would you please write a review about your experience with us on [Platform Name]? This helps others in our community find us, too.
Here’s the link: [Link]
Thank you again, we truly appreciate you.
Know the Rules Before You Ask
Before you start sending review requests, take a few minutes to read the guidelines for each platform you plan to use. The rules vary, and violating them can result in the removal of reviews, penalties applied to your listing, or the suspension of your profile altogether.
The general principles apply across the board. Send review requests to all customers equally. Offering incentives, such as discounts, payment, or free goods, in exchange for a review violates the policies of most major platforms. Keep requests genuine and offer review opportunities to all customers.
For platform-specific guidelines, check directly with each site before getting started. Here are the policy pages for two of the most common review platforms:
Google Review Policy
Facebook Business Community Feedback
What to Do After The Reviews Come In
Ignoring someone who leaves a review is a missed opportunity and can leave a poor impression on supportive customers.
Respond
When someone leaves a positive review, reply with a personalized thank-you. Reference a specific detail from their experience. Express appreciation for working with them and thank them for their review.
Negative reviews need a response, too. Respond calmly and address the concern professionally. A thoughtful response to a critical review can build trust with potential customers who are watching how your business handles difficult situations.
Feature Positive Testimonials
Once the reviews start coming in, share them with your audience on other platforms.
Feature positive testimonials on your homepage, services pages, and marketing materials. Share them on social media. Include them in proposals and sales conversations. Reassure new customers who are weighing their options, and reinforce your credibility with people who already know you.
Create a Consistent Customer Review Process
We hope we’ve eased your hesitation and given you a starting point for reaching out to customers.
If you need additional support in asking your customers for reviews, reach out to us! We offer website updates, content writing, and marketing strategies to support consistent customer follow-up.
