# Google Review Request Pack

Use this pack when the business wants a cleaner, more repeatable review-request system instead of random asks that depend on memory. The goal is not to blast every customer. The goal is to ask the right customer, in the right window, with the right level of friction.

## Request Windows

Best timing depends on the business model:

- Emergency or urgent-response work: ask after the customer feels the problem is truly solved
- Clinics and consult-driven businesses: ask after a clear positive milestone, not after the first touchpoint
- Professional services: ask after a meaningful deliverable or visible win
- Recurring services: ask after a strong visit, renewal, or compliment moment

Do not ask when the experience is still unresolved, ambiguous, or likely to create a mixed review.

## Audience Segments

Split requests into these lanes:

- `Promoters`: clearly happy customers who complimented the team or left verbal praise
- `Stable positives`: good experience, no obvious friction, but no visible enthusiasm
- `Watch list`: customers who were satisfied enough to close but showed some hesitation
- `Do not ask yet`: unresolved issue, billing confusion, quality concern, delay frustration, or refund tension

## SMS Sequence

### First Ask

```text
Thanks again for choosing [Business Name], [First Name]. If we took good care of you, would you mind leaving a quick Google review here? [review link]
```

### Gentle Resurface

```text
Just resurfacing this in case it got buried. If you can spare 30 seconds for a Google review, here is the link again: [review link]
```

### Technician- or Team-Specific Variant

```text
We really appreciate you trusting [Business Name] today. If [Technician Name] took good care of you, a quick Google review would mean a lot to our team: [review link]
```

## Email Sequence

### Subject Options

- Quick favor?
- Would you share your experience?
- A small ask from [Business Name]

### First Email

```text
Hi [First Name],

Thanks again for trusting [Business Name]. If the experience felt strong, a short Google review would help us more than you know.

[review link]

We appreciate the support.

- [Name]
```

### Follow-Up Email

```text
Hi [First Name],

Just checking back once in case this got buried. If you are open to it, here is the direct review link again:

[review link]

Thanks again,
[Name]
```

## Escalation Lanes

If the customer is positive but busy:

- shorten the ask
- send the direct link
- remove extra explanation

If the customer is mixed:

- route them to a service recovery touchpoint first
- do not ask for a review until the issue is closed

If the customer is high-value and very happy:

- ask quickly and personally
- consider a named-team version rather than a generic company message

## Failure Modes

Avoid these review-request mistakes:

- asking too early before the result is clear
- sending review asks to unresolved customers
- using the exact same message every time
- making the ask too long or too salesy
- sending multiple reminders without a clear stop rule

## Operating Standard

1. Define who can trigger a request
2. Decide the exact request window by service type
3. Exclude unresolved or risky cases automatically
4. Review response rates weekly by channel
5. Keep the best-performing versions and retire weak ones