Tradesly · Guide
Asking for the review
Invite customers to leave an honest review using a neutral, consistent rule.
Review requests work best when they are timely, recognizable, and fair. The customer should know which business is asking, understand that you want an honest review, and be free to share the experience they actually had.
Use one neutral rule for who receives an invitation—for example, all eligible completed jobs during a defined period. Do not ask only customers predicted to be happy, suppress the invitation after negative feedback, or choose recipients based on the rating you expect. That is review gating, not a neutral review program.
1 Decide the policy before the wording
Write down three choices your team can apply consistently:
- which completed jobs are eligible;
- how long after completion the invitation may be sent; and
- which channel and review destination your business is permitted to use.
Apply the same rule regardless of job size, customer history, complaint status, or expected sentiment. You can and should respond to a service problem promptly, but do not remove that customer’s opportunity to leave an honest review.
2 The steps
Choose a neutral eligibility rule.
Use a rule such as “all eligible completed residential jobs” rather than “jobs that went well” or “customers likely to leave five stars”. Have the policy reviewed by the person responsible for your review platform and compliance program.
Coach a short, honest invitation.
In the teammate’s coaching workspace, identify your business, thank the customer, ask for an honest review, and provide the approved destination. Do not suggest a rating or offer a reward tied to positive sentiment.
Set a consistent timing rule.
Pick a reasonable window after completion and use it for everyone covered by the policy. Confirm recipient permission and contact-hour requirements separately.
Test with your own record first.
Review the exact wording, link, business name, and destination. Make sure the message still makes sense if the recipient had a mixed or disappointing experience.
Read a sample in Conversation.
Check that sent invitations match the approved policy. If the customer replies with a service issue, have a person address it without pressuring the customer to change, remove, or withhold a review.
3 Keep the invitation simple
A good request sounds like this:
“Thanks for choosing Fairview Plumbing. If you have a moment, we’d appreciate an honest review of your experience: [approved review link].”
Avoid “Help us earn five stars,” “Only review us if you were happy,” or instructions to contact the business privately instead of reviewing. Do not segment a phone campaign to “big jobs” or “best customers” when the purpose is to solicit only likely positive reviews.
4 Treat replies as customer conversations
If a recipient asks a question or reports a problem, open the Conversation panel and respond to the service issue. Keep the review request and service recovery separate. Never make a refund, warranty response, or other remedy conditional on a review.
Opt-outs, contact permission, quiet hours, and platform rules still apply. Product controls can support your process, but your business is responsible for the recipient selection, message, timing, and review-platform policy.