Ask for an honest account of the service
A review request should invite the customer’s experience rather than prescribe a rating. Ask consistently across eligible customers, not only the ones you predict will leave five stars. Do not make a positive review the condition for receiving help or resolving a complaint.
For Google reviews, do not offer a payment, discount, gift or other incentive in exchange for posting, changing or removing a review. Keep a referral offer separate from review collection. A reward attached to the rating undermines the purpose of asking for honest feedback.
Choose a real moment after the service when the customer can describe what happened. Keep the message brief and optional. If a job remains unfinished, first communicate the return plan instead of using a review request to imply completion.
Two requests you can adapt
Hi [name], thank you for choosing [business] for [service]. If you would like to share your experience, you can leave an honest review here: [verified review link]. It is optional, and we appreciate your feedback. If you need help with anything from the visit, contact us at [business contact].
Thanks for having us today. If you would like to describe your experience, this card has our review link. There is no obligation. Please contact the office if there is anything about the service you need us to check.
Open the link yourself on a phone before sending it. Make sure it leads to the correct business profile rather than a search for a similar name. A printed QR code should point to that same verified destination.
Do not ask a customer to hand over their phone or write the review for them. Their words and rating should be their own.
A review-request follow-through worksheet
| Check | Record or confirm |
|---|---|
| Service state | Completed work and any unresolved return plan. |
| Sender | One person responsible for the request. |
| Destination | Verified business review link or QR code. |
| Request | Date and channel used, without repeated pressure. |
| Help needed | Separate service issue and responsible follow-up owner. |
| Response | Whether a public reply needs checking for private details. |
The worksheet coordinates your process; it is not a list of who owes you a review. Stop asking if the customer declines. Do not use an internal satisfaction score to send only happy customers to the public review page.
If someone reports a problem, use the complaint response guide or return-visit checklist. Resolve the service question without requiring a review change.
Worked example: feedback and a return visit
A fictional customer leaves a mixed review after a window clean because one agreed area was missed. The office checks the quote and completion notes, contacts the customer privately and arranges the appropriate return visit. It does not ask them to delete the review before the business will help.
A public response can acknowledge the feedback and invite direct contact without revealing the address, invoice balance or private conversation. Avoid arguing over personal details in public. Record the service decision with the job so the crew can address the actual issue.
Review repeated themes over time: unclear arrival windows, missed scope or communication gaps. Use them to improve the service itself. Counting review requests alone does not tell you whether the customer experience improved.
narra’s job and customer records give the office context for that follow-through. This guide does not claim narra automatically solicits, publishes or manages external reviews.
Frequently asked questions
Can I give a discount for a Google review?
Do not offer incentives for posting, changing or removing a Google review. Ask for an honest account and keep the customer’s choice independent of pricing, rewards and problem resolution.
Should I only ask happy customers?
Use a consistent request process rather than filtering customers by their likely rating. Do not direct only positive feedback to a public review page while diverting negative feedback away from it.
What should I do about a negative review?
Check the job record, respond professionally and address the service issue through your normal process. Keep customer details private, and do not make assistance conditional on removing or changing the review.
Does narra collect reviews automatically?
No automatic external review collection is claimed in this guide. Use the business’s verified review destination and a deliberate request process, with service follow-through recorded separately.