Reviews Are the New Word of Mouth
Before smartphones, if someone wanted a good plumber they’d ask a neighbour. Today, they Google it. The business with 50 five-star reviews wins that job before anyone else even gets a look in.
The businesses winning online aren’t necessarily the best at the trade — they’re the best at collecting social proof. In this post, we discuss the mechanics of building a review generation machine.
The Awkward Conversation You’re Avoiding
Most tradies don’t ask for reviews because it feels pushy or awkward. However, customers who are happy with your service are usually glad to support your business. The trick is to ask at the right time and make the process frictionless.
The Ideal Time Window
The best time to ask for a review is immediately after finishing a successful repair or install, when the customer’s satisfaction is highest.
Automated Review Collection
Instead of manual requests, automate the process:
- When a job is marked complete in SuperTradies, the customer receives their receipt.
- The email contains a clear, single-purpose button: “Leave us a review on Google.”
- Clicking this link opens Google Maps directly to the review submission popup.
- If no review is logged within three days, a single follow-up SMS reminder is sent automatically.
Managing Negative Feedback
Not all reviews will be five stars. When a negative review is posted:
- Respond Professionally: Do not argue.
- Acknowledge and Resolve: State your commitment to safety and customer care, and invite them to discuss the issue offline to find a solution.
- Learn and Improve: Update your internal training checklists based on the feedback.