Reputation and review flow
Reputation management: ask every customer, answer every review
Happy customers rarely leave a review unless someone asks. For $300 a month, every customer gets asked, every review gets answered, and a bad experience reaches you before it reaches Google.
Sounds familiar?
- A handful of old reviews
- A competitor with ten times your count
- A bad review sitting unanswered
- No system for asking
Try it: the review flow
Ask every customer. Hear about problems first.
After a job, your customer gets a text with a link to a page like this one. Tap a rating and see where it goes.
A walkthrough of the flow with mock buttons: nothing is sent and no review site opens. The real page carries your name, your logo and your Google link.
Lone Pine Roofing
How did we do on your roof today?
Tap a rating.
Lone Pine Roofing
Thank you. Would you tell others?
A rating of four or five goes straight to the public step. One tap more and the review is on Google.
(mock button: in the real flow this opens your Google review link)
Lone Pine Roofing
We are sorry. What went wrong?
A rating of one to three opens this private form first, so the owner hears about it the same day and can fix it.
Prefer to post publicly? You can leave a public review on Google. (mock link: every customer keeps that right)
Why it works
- Everyone is asked, the same way, every time. That is what Google permits: no paying, no picking.
- Happy customers reach the public step in one tap, so more of them finish.
- Unhappy customers reach you first, while the public link stays visible in small print.
- Every review, public or private, gets a reply, and the reply rate is in your monthly report.
What reputation and review flow is, and what it costs
Reviews decide who gets the call, and they are part of prominence, one of the three things Google scores for the map. A steady flow of recent reviews, with thoughtful replies, is one of the strongest local signals and the first thing a new customer reads. The problem is simply that nobody has time to ask.
The review flow puts the asking on autopilot. After each job your customer gets a text or email with a link to your review page. On that page a high rating goes straight to Google; a low rating opens a private feedback form so you hear about the problem first, with a small-print link to Google still there, because every customer keeps the right to post publicly. Try the flow above. Reviews across Google, Yelp and Facebook are monitored, and each one gets a reply within a few business days.
The monthly report shows new reviews, average rating by site, the replies posted and your reply rate. It pairs with Google Business Profile management, which keeps the rest of your profile active, and with the local SEO plan, where reviews are one part of the map ranking work.
In plain English
What it consists of, what you get, how it is measured
Three lists, so you can see exactly what the price buys and how you will know it is working.
What's included
Everything in the price
- Review requests by text or email after every job
- A branded review page that routes ratings and private feedback
- Monitoring across Google, Yelp and Facebook
- A reply to every review, drafted for your approval when it is sensitive
- Review widgets for your website
- A monthly report by site
What you get each month
In your hands
- Your review link and QR card to hand customers
- New reviews, average rating and the replies posted, by site
- An alert the same day a low rating or private feedback arrives
- Your reply rate, against last month
How we measure it
The numbers in your report
- Review count and average rating, by site
- Reply rate: replies posted over reviews received
- Days between a review and its reply
- Private feedback received, so problems are counted even when they never go public
How it works
From a short call to a plain-English report
A short call
Fifteen minutes on what you do, where you want calls from and what your profile and listings look like today. No pitch deck.
A baseline report
Where you rank on a grid across your service area, how complete your profile is, how consistent your listings are. Written down before any work starts.
The work, every month
Profile posts, listing fixes, review replies, city pages. You see each change in a monthly list.
The numbers, in plain English
A monthly report: the rank grid, profile views, calls, direction requests, reviews and replies, next to the baseline.
Questions
Reputation and review flow: common questions
What does reputation management cost?
Reputation management is $300 a month, including review requests, the review page, monitoring, replies and the monthly report.
Is it allowed to ask customers for reviews?
Yes. Google allows businesses to ask customers for reviews as long as everyone is asked and nobody is paid or filtered. The review page routes unhappy customers to a private feedback form first, and every customer still sees the public link.
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