Review Management & Solicitations for Contractors

1. The Math Behind Google Review Rankings

Google's local search algorithm uses reviews to evaluate trust. Listings with 100+ positive, recent reviews will outrank listings with only 10 reviews. Review parameters include:

• Rating Volume: The sheer number of reviews you have.
• Sentiment: The presence of descriptive keywords in the reviews (e.g. "professional bathroom remodeler", "highly recommend this contractor").
• Recency: A constant flow of new reviews. Google values a review left 2 days ago much more than one left 6 months ago.

2. Setting Up an Automated Review Loop

Manually asking clients for reviews is unreliable. To scale your feedback loop, integrate a solicitation sequence directly into your field service management software (e.g., ServiceTitan, Housecall Pro, or Jobber):

1. Trigger: Set the review request to trigger automatically when a technician marks a job as completed and the invoice is paid.
2. Method: Send requests via SMS rather than email. SMS messages have a 98% open rate, leading to 3x higher review conversion rates.
3. Timing: Send the first message within 1 to 2 hours of job completion while the customer is enjoying their newly finished project.

3. SMS Request Templates That Work

Keep your messages brief, friendly, and direct. Avoid offering incentives like gift cards, as buying reviews violates Google's Terms of Service and can get your profile banned.

Example SMS Template:

"Hi [Client Name]! Thanks for choosing [Business Name] for your remodeling project. We'd love to hear about your experience. Could you spare 30 seconds to leave us a quick review on Google? Your feedback helps our local team grow: [Insert Google Review Link]"

4. Responding to All Reviews (Positive & Negative)

Google rewards active profiles. You should respond to every review you receive:

• For Positive Reviews: Thank the customer and mention the specific service and city (e.g., *"Thank you, Susan! We loved working on your tile installation in Seattle."*). This adds natural localized keywords to your profile.
• For Negative Reviews: Never argue or get defensive. Keep your response professional, take the issue offline, and provide a phone number for resolution (e.g., *"Hi [Name], we hold our workmanship to the highest standards and apologize for falling short. Please reach out to our office manager at [Phone] so we can resolve this immediately."*).