Google reviews are often the first thing a new customer sees about your business, before your website and before they call. The good news is that getting more of them doesn’t need tricks. Instead, it needs a simple habit, done every time.
Why reviews matter so much
When someone searches for a local business, your star rating and recent reviews sit right next to your name. As a result, people compare you with your competitors in seconds.
A steady flow of recent, genuine reviews also tells Google your business is active and trusted, which helps you show up in local results.
What Google doesn’t allow
Google’s policies for reviews on Maps are clear about what businesses can’t do. If you break them, Google can remove reviews or even restrict your profile.
- Offering incentivesNo payments, discounts, freebies or prize draws in exchange for a review.
- Only asking happy customersGoogle doesn’t allow “selectively soliciting positive reviews”. Ask everyone, or no one.
- Discouraging negative reviewsYou can’t prohibit or put people off leaving honest criticism.
- Fake or staff reviewsReviews must come from real customers, not you, your team or a paid service.
In Australia, it’s also the law. The ACCC has said that businesses that create fake reviews, or edit or remove genuine negative ones to inflate their ratings, are in breach of the Australian Consumer Law.
The right way to ask for reviews
The businesses with the most reviews aren’t doing anything clever. Instead, they ask everyone, at the right moment, and make it easy.
- Ask every customerMake it part of finishing every job, not something you do when a customer seems happy.
- Ask within a few hoursThe experience is fresh, and they’re still holding their phone.
- Make it one tapSend the direct link to your review form. Every extra step loses people.
- Say thank you either wayA short, genuine thanks after every review, good or bad.
A message you can copy
Keep it short, personal and neutral. Then send it by text or email a few hours after you finish.
Hi [Name], thanks for choosing Your Business today. If you have a minute, we’d really appreciate an honest review: [review link]. Thank you! – [Your name]
Replying to reviews
Reply to every review, because new customers read your replies too. For positive ones, a short, specific thank you is enough. For negative ones, however, stay calm, apologise for the experience, say what you’ve changed and offer to talk offline.
“Arrived two hours late and didn’t call ahead.”
Thanks for letting us know, [Name], and sorry we fell short. We’ve since started texting customers when we’re running late. I’d like to make it right, please give me a call.
Make it automatic
The hard part isn’t knowing what to do. Instead, it’s remembering to do it after every job. That’s why we automate review requests for our clients, so every customer gets the same friendly message at the right time.
Google Business Profile & Reviews We set up automatic, compliant review requests after every job, and reply to every review for you. See the service →