Ask in person at the end of the job, then text a direct review link the same day or the next. Keep both short, thank them, and put the link last. Every script below follows that pattern. Pick the ones that fit how you talk and save them in your phone so you are never writing from scratch at 6pm.
The wider system is in How to get more Google reviews. You will need your link first, so if you do not have it, see how to find your Google review link.
What every good ask has
- Their first name. A text that starts "Hi Sam" gets read. "Dear customer" does not.
- Who you are. Your first name and business name. It also covers the sender identification the Spam Act expects.
- The job. A few words that show you remember: "the hot water swap", "the bathroom".
- A real thank you. Before the ask, not instead of it.
- One link, last. Never two links, never a link and a form.
- An easy out. "No stress if not" lowers the pressure and often raises replies.
Text message scripts
Texting beats email for tradies because the customer is already on their phone and a Google review can be written on the same phone.
Standard after-job text
Short version
For a repeat customer or a property manager
After a bigger job (a few days later)
One follow-up, three or four days later
Add an opt out
If you send these from your own phone, finish the first message to a new number with "Reply STOP to opt out". Keep a list of anyone who says stop and do not text them again.
Email scripts
Email gets fewer responses, but it suits office managers, strata managers, builders and anyone who pays by invoice. Send it from your normal business address, with a clear subject line.
Email after a job
Email to a builder or property manager
Face-to-face scripts
The spoken ask makes the text welcome. Do it when you are packing up, and say it like you would to a mate.
End of the job
When a customer has just said thanks
For older customers who avoid apps
If the customer seems unhappy, don't skip them and don't change the ask. Fix the problem first, then ask them the same way you ask everyone else.
On the invoice or the quote
A line at the bottom does a lot of quiet work:
Invoice footer
For QR codes see Google review QR codes.
What Google allows
Google's policy lets you encourage genuine reviews, as long as you offer nothing in return and do not try to influence the rating or content. In practice:
- No rewards. No discounts, free goods, prize draws or payment, for posting, changing or removing a review.
- No selective asking. Don't ask only the customers you expect to be happy, and don't discourage negative reviews.
- No scripts for the customer. Don't tell them what to write.
- No staff quotas. Don't make employees post reviews.
If you want to know more, why buying Google reviews backfires covers where this goes wrong.
Texting customers in Australia
The Spam Act 2003 covers commercial electronic messages, including SMS and email. The ACMA lists three requirements: the recipient's consent, clear identification of the sender (your business name, or your name and ABN), and a working unsubscribe that you act on within five working days. Whether a review request is "commercial" is a grey area, so get consent anyway.
- Collect the mobile number at booking, and tell the customer you may text them about the job.
- Start with your name and business.
- Include an opt out line.
- Stop texting anyone who says stop.
- Only text people you have actually done work for.
The ACMA publishes guidance on its website. This is general information, not legal advice.
Common mistakes
- Waiting too long. The best moment is the day of or the day after.
- Sending a wall of text. Two to three lines, link last.
- Asking twice, then again. One follow-up.
- Using the same text for every job. Mention the job.
- Handing them your phone. Send it to theirs.
Making it automatic
Saved templates are fine until you are busy. On the Local and Complete plans, Mitch sends the review text 24 to 72 hours after you submit the finished job, using the customer's mobile number and a consent tick. When the review arrives it drafts a reply for you to edit.
Plan: Automatic asks
Automatic review requests and drafted replies come with the Local plan. Try it free for 14 days, no card. See [how it works](/au/platform/reviews) or [pricing](/au/pricing).
When the reviews do arrive, you will want to reply well. Positive review responses and how to respond to a bad review have examples to copy.
Sources
- Google Business Profile Help: Get more reviews
- Google Maps policy: Prohibited and restricted content
- ACMA: Avoid sending spam (Spam Act 2003)
Have the review ask sent for you
Submit the finished job and Mitch texts your customer the link. 14 days free, no card.