Reviews and referrals are the cheapest work you'll ever win, and most owners never ask. These scripts make asking feel normal, and give you calm, professional replies for the days a review stings.
What's inside
- Review requests (text and email)
- Referral asks: text, email, and an in-person line
- Replies for 5-star, mixed, and bad reviews
- A private follow-up for unhappy customers
Asking for the review
Ask within a day of finishing the job, while the result is fresh. Send the direct link to your review page, not a request to search for you.
Review request text
Hi [Name], thanks again for trusting us with [job]. If you were happy with the work, a quick review would mean a lot to a small business like ours: [review link]
Review request email
Subject: How did we do?
Hi [Name], Thank you for choosing [Business] for [job]. It was a pleasure working with you. If you have two minutes, a short review helps neighbors find us and helps us keep doing this: [review link] If anything wasn't right, please reply to this email first. I'd want the chance to fix it. [Your name]
Texting customers? Make sure you have their permission to text them and that you honor opt-outs. The rules vary, so check them for your situation. These templates assume you already have that.
Asking for the referral
Referral text
Hi [Name], glad the [job] turned out well. If you know a friend or neighbor who could use [service], we'd be grateful for the introduction. [Optional: we'll take [thank-you] off your next service.]
Referral email
Subject: A small favor, if you're open to it
Hi [Name], Most of our work comes from people like you telling people they know. If anyone in your circle needs [service], you can forward this email or give them my number: [phone]. Thank you for being a customer. [Your name] [Business]
In-person line
"Before I go: if you know anyone who's been putting off [service], I'd love to help them too. You can just give them my card, and I'll take good care of them."
Replying to reviews
Reply to every review. Replies are read by future customers more than by the reviewer.
5-star reply
Thank you, [Name]! It was a pleasure working on your [job]. [One specific detail, like a crew member's name or the result.] We appreciate you taking the time to say so.
Mixed review reply (3 to 4 stars)
Thank you for the honest feedback, [Name]. I'm glad [the thing that went well]. I'm sorry [the thing that fell short]; that isn't the standard we aim for. I'd like to make it right. Please call me at [phone].
Bad review reply (1 to 2 stars)
[Name], I'm sorry your experience with us fell short. That's not how we want anyone to feel about our work. I'd like to understand what happened and make it right. Please call me directly at [phone] or email [email]. [Your name], [Business]
Private follow-up to an unhappy customer
Subject: About your recent experience
Hi [Name], I read your review and I'm sorry we let you down. I'd like to hear what happened in your words, and see what I can do to fix it. Would you be open to a ten-minute call? Here are a few times: [options]. Whatever happens, thank you for telling us. [Your name] [Business]
- Stay calm and short. Never argue the facts in public.
- Take the detail offline quickly. The public reply is for the next customer reading it.
- Don't offer refunds or admit fault in public. Settle that in the private conversation.
- Reviews that are fake, abusive or about a different business can be flagged to the platform. A reply is still worth posting.