Review requests
Review requests by SMS after a job: Australian rules and timing
Customers are most willing to leave a review in the hours after a job is finished. A text reaches them in that window; an email the following Monday rarely does.
Tell us about your business and what you need.
The short answer
Same day, two sentences, one link.
Review requests by SMS work best when they are sent the same day the job finishes, name the business and the job, include one link straight to the review box and give a way to opt out.
Australian rules on commercial messages apply to review requests, and Google’s review policies apply on top of them.
Timing
When to send it
- The same day, after the work
- Once the customer has seen what was done.
- Not with the invoice
- A request attached to a bill can read like a condition of payment.
- During working hours
- A text at seven in the morning does more harm than good.
- Once, then one reminder
- A single polite reminder three days later, and nothing after that.
Businesses that ask every customer, every time, get more reviews than those that ask occasionally. Consistency is most of the result.
The rules
What the message must include
Under Australia’s spam rules, a commercial text must identify the business, include a way to unsubscribe, and only go to people who have agreed to hear from you, which usually includes existing customers. The ACMA’s spam guidance sets out the details.
- Name the business
- A text from an unknown number reads as spam.
- Give a way to stop
- One line at the end. It is a legal requirement.
- Send only to real customers
- Bought or borrowed lists are not permitted.
- Offer nothing in exchange
- Discounts or gifts for reviews break Google’s rules.
Send the request to every customer, not just the ones you expect to be happy. Asking selectively is against Google’s policy. Our guide to Google reviews for tradies covers the rest of the routine.
Wording
Wording that gets replies
Keep it to two sentences, with the customer’s name, the person who did the work and one link. A longer message can read as marketing.
- Their name and the job
- Shows this is not a bulk message.
- Who is asking
- The person who did the work, by name.
- One link
- Straight to the review box.
- A way to reach you directly
- Useful for any customer with a problem, alongside the review link rather than instead of it. Reputation management covers replies to difficult reviews.
The short version
Send every customer a short, named text the same day, with one link and an opt-out. Then reply to every review that comes in.
From clients
What clients say about working with spareday
“Huge shoutout to Reece for building my website for Hughesys Painting Services. Since it went live my phone hasn’t stopped ringing.”
“He was able to take our rough ideas, from concept through to reality. The site has provided an influx of new members, helping to keep our club viable.”
“He created a stunning website for us that captures and nurtures leads with an automated email marketing system, which has filled a huge gap in the business and saved a lot of time (and money!).”
Official guidance
For independent background, read Google’s guidance on requesting customer reviews and its explanation of local rankings.
Common questions
Questions people ask.
When should a review request be sent?
The same day the job finishes, after the customer has seen the work and before any conversation about the invoice.
Is it legal to text customers asking for a review?
Yes, when they are real customers who have agreed to hear from you, the business is named and every message includes a way to opt out.
Can I offer a discount for a review?
No. Google’s rules forbid it, and a profile found doing it can lose reviews.
What about a customer who was unhappy?
Give everyone a direct way to reach you as well as the review link. Answering a complaint quickly is the best protection for the profile.
What helps you prepare a quote?
Name the system that records a finished job, explain how you contact customers now, and say who handles replies and opt-outs. Keep real customer lists out of the first enquiry.
How does spareday charge?
spareday quotes one price for the work your business needs, agreed in writing before anything starts. The figure depends on what the business needs, and it comes with your quote.
Who you’ll work with
Hi, I’m Reece.
spareday is my business, based here in Newcastle. You’ll deal with me from the first review of your website, and I’m the person you talk to each month about what’s working.
Find us
spareday in Newcastle.
12 Grey Street, Wickham, Newcastle NSW 2293.
Next step
Get a quote for review texts.
Tell us how jobs are recorded and how you contact customers now. We will talk through the details and send you a quote.
Get a free quoteOr call 0485 017 387.