Happy customers don't write reviews. Unless someone asks.
Three days after every job, Reputation texts the customer and asks for a review. Every one that comes in gets a reply. If it's a bad one, the owner hears about it within a minute.
visquanta/Reputation · Review requests- Tue 2:40 PM · Leak over the garage fixed
- Fri 6:10 PM · 72 hours later
- Hi Elena, it's Nora at Northline. Pete fixed the leak over your garage on Tuesday. If you have a minute, a Google review helps us a lot: g.page/northline/review
Pick the review Elena leaves
Demo. Every customer gets the same request and the same link, whatever they're going to say.
Asks for reviews on Google and the sites your customers actually read
Google
Facebook
Yelp
Trustpilot
Thumbtack
Houzz
Zillow
TripadvisorGoogleFacebookYelpTrustpilotThumbtackHouzzZillowTripadvisorGoogleFacebookYelpTrustpilotThumbtackHouzzZillowTripadvisorGoogleFacebookYelpTrustpilotThumbtackHouzzZillowTripadvisorWhat happens after every job.
The job is done
Your system marks it complete. Nobody has to remember to ask.
One text, 72 hours later
Every customer, by name, with the link to post.
They leave a review
On Google, or whichever site you choose.
Every review answered
A reply goes up, and a low score alerts the owner.
When was your last review?
People check the date as closely as the stars, and 48% won't consider a business with fewer than four. If you only hear from customers when something went wrong, that's what the page shows.
visquanta/Reputation · Reviews this yearWaiting for reviews to turn up6 this year, newest from February
Asking after every jobOne or two a week
When someone leaves a bad one.
It stays up. Everyone gets asked the same way and nobody is steered away from the review site. What changes is how fast you hear about it.
- A calm reply in public within minutes
- The owner alerted inside a minute, with the job attached
- Put right one to one, by text or a call
visquanta/Reputation · Review alertGoogle review6:42 PM
Dana R.
Estimate was fine but nobody showed up for the second visit. Had to call twice.
Reply from the owner6:51 PM
Dana, that's on us and I'm sorry. Our owner is reaching out tonight to get your second visit booked.
Sent to the owner6:43 PM
2-star review · Dana R.
Second visit missed. Job #4471, crew B.
- Dana, it's Mark from Northline. You shouldn't have had to call twice. Can we come Thursday at 8?
- Thursday works.
You decide how it asks.
Pick when requests go out, where the link points and how replies are handled. Change any of it whenever you like.
Review settings · Northline RoofingExample
- Send after
- 72 hours after the job is marked complete
- Asks
- Every customer, the same way
- Link to
- Replies
- Drafted for your approval
- Low scores
- Text the owner within a minute
Reputation asks and answers. People check every reply.
Someone on our side reads the replies and the alerts, so nothing goes out that you wouldn't say yourself.
- Your own account manager
- Someone who knows your business and how you like customers spoken to.
- Replies stay in your voice
- We read what goes out and adjust the rules when something reads wrong.
- Bad reviews reach the owner
- Every low score is flagged with the job attached, so it can be put right.
- Reputation6:42 PMFlagged a 2-star reviewDana says nobody showed up for the second visit. A calm reply went up and the review was flagged.
- Your account manager6:50 PMChecked itConfirmed the reply and sent the owner the job history.
- Your team7:05 PMMark called DanaSecond visit booked for Thursday at 8.
Waiting gets you the angry ones.
Asking gets you the rest.
Left alone, the customers who write reviews are the ones with something to complain about. Here is how the options compare.
Asks every customer
VisQuanta ReputationEvery customer, the same wayWaiting for reviewsOnly the ones who botherReview request softwareEveryone on the listAsks at the right moment
VisQuanta Reputation72 hours after the jobWaiting for reviewsWhenever they feel like itReview request softwareOn a fixed schedulePersonal to the job
VisQuanta ReputationBy name, about their jobWaiting for reviewsNothing is sentReview request softwareA template emailReplies to every review
VisQuanta ReputationIn your voice, within minutesWaiting for reviewsIf someone remembersReview request softwareDepends on the toolAlerts on low scores
VisQuanta ReputationOwner alerted inside a minuteWaiting for reviewsYou find out laterReview request softwareDepends on the toolSomeone watching
VisQuanta ReputationYour own account managerWaiting for reviewsNobodyReview request softwareIt's software
VisQuanta ReputationAsked, answered, watchedGetting started
- 1
We connect to your job system
So requests go out when a job is marked complete.
- 2
We set your rules
Where the link points, how replies are written, and who gets alerts.
- 3
You approve the first replies
Replies wait for your OK until you're happy to let them post.
Why we wait three days to ask
Ask at the counter and they haven't lived with the work yet. Ask a month later and they've forgotten who you are. Three days gives a problem time to show up, and your team time to fix it before anyone's asked for a review. The customer still remembers Pete by name. Nobody has to remember to send it. When the job's marked complete in your system, the text goes out 72 hours later.
Questions before you turn on the requests.
If yours isn't here, book a call and ask it.
Find out how many customers left without being asked last month.
Fifteen minutes. We'll look at your rating, how recent your reviews are and how many jobs you finished, and tell you what asking every one of them would do.
Intelligence at Scale