Review requests only work when they go out every time, soon after the job. This is the logic for sending one automatically when a job is marked complete, while keeping unhappy customers out of the public spotlight and in front of you first.
What's inside
- Trigger, timing and dedupe rules
- Request and reminder copy
- How to catch an unhappy reply before it becomes a bad review
What it does
When a job is marked complete in your field software, the system waits a day, then texts the customer a short thank-you with your review link. If they haven't acted after a few days it sends one email reminder. If a reply sounds unhappy, it stops and alerts you.
The logic
- Trigger: a job's status changes to complete, or an invoice is marked paid.
- Check: has this customer been asked for a review in the last 90 days? If yes, stop.
- Check: is there an open complaint or unresolved issue on this job? If yes, stop and alert the owner instead.
- Wait 24 hours, and shift the send time to normal business hours.
- Action: send the text with a direct link to your review page.
- Wait 4 days. If there's been no reply, send one email reminder. Never send more than two requests per job.
- Listen: if the customer replies with something negative, stop the sequence and alert the owner right away.
- Log the request so you can see how many went out and how many turned into reviews.
Ask everyone, not only the customers you think were happy. Review platforms discourage filtering who gets asked. Handle unhappy replies privately as they come in, rather than screening people out beforehand.
The messages
Request
Hi [Name], thanks again for choosing [Business] for [job]. If you were happy with the work, a quick review would mean a lot: [review link]
Reminder
Subject: Still happy to hear how we did
Hi [Name], If you have a minute, we'd appreciate a short review of your [job]. It helps other homeowners find us: [review link] If anything wasn't right, reply to this email and I'll make it right. [Your name]
Automated texts to customers require their permission and a working opt-out. Confirm your consent process before turning any of this on.
Test it before it touches a customer
- Run it with your own phone number and email first, end to end.
- Turn on a test mode, or point messages at yourself, until the logic behaves.
- Mark a test job complete and confirm the request waits a day rather than sending instantly.
- Watch the first week of real runs by hand, then spot-check weekly.
Common ways it breaks
- Requests sent at 11 pm because the send-window rule was missed.
- A customer with three jobs getting three requests, because the 90-day check was skipped.
- A broken review link. Click it from your phone before launch.