How to Ask Customers for Reviews by Text and Email | How-to Guide

Simple text and email review requests that customers actually act on, sent at the right moment, plus what Google and the FTC say you must not do, such as gating, incentives and fake reviews.

Most happy customers would leave a review if asked at the right moment with a link that works. The craft is in the timing, the wording and staying inside the rules, which are stricter than many businesses realise.

Get your review link

In your Google Business Profile, choose the option to ask for reviews and Google gives you a short link that opens the review box directly. Use that link rather than telling people to search for you. Test it on a phone that is not signed in to your business account.

When to ask

Ask when the customer has just felt the benefit: the leak is fixed, the haircut is done, the keys are handed over. For jobs that end on site, a text within an hour works well because the experience is fresh. For services with a delivery date or a follow-up, wait until the result is visible. Ask once, and at most send one gentle reminder a few days later.

A text message that works

Keep it short, personal and signed by a person:

"Hi Maria, it's Dan from Northside Plumbing. Thanks for having us out today. If you have a minute, a quick Google review helps other people in Ashfield find us: [link]. Cheers, Dan"

Use the customer's name, mention the actual job, and send it from a number they recognise. Only text people who gave you their number for contact about the job, and respect any opt-out. Texting rules differ by country: the US has the Telephone Consumer Protection Act, Canada has CASL, and the UK and Australia have their own electronic marketing rules, so check what applies to you.

An email that works

Email suits businesses with longer relationships, such as accountants or clinics. Subject line: "Thanks from [your name]". Body: two or three sentences thanking them, one sentence on why reviews help (they help others choose), the link as a clear button or line, and your name. Skip the long newsletter layout; it reads like marketing.

What the rules forbid

Google's policy on prohibited and restricted content for reviews says businesses must not offer incentives for reviews, must not discourage negative reviews, and must not selectively ask only happy customers. That last practice is called review gating: sending a "How did we do?" survey and only passing the review link to people who answered well. Google can remove reviews and restrict profiles that break these rules.

In the United States, the FTC's rule on consumer reviews and testimonials, in effect since October 2024, bans fake reviews, buying reviews, undisclosed reviews from staff and their families, and suppressing negative reviews. Other countries have similar consumer law. The safe practice is simple: ask every customer the same way, offer nothing in return, and never write or commission a review yourself.

Make it a routine

The businesses with steady reviews have a habit, not a campaign. Add the request to the end of your job checklist or your invoice email. Keep a short list of who you asked so nobody gets two messages.

Use what reviews tell you

Reviews often mention details you never thought to put on your site: "came out on a Sunday", "great with nervous dogs", "fixed it in one visit". Those phrases tell you what customers value and what they search for. Add them to your service descriptions where they are true.

Reviews and service pages work together, since both describe what you actually do. SEO God Mode handles the page side for We.Inc sites, drafting up to two posts a week from your business facts and sending each one for a Publish or Skip decision.

Frequently asked questions

Can I offer a discount for a Google review?

No. Google prohibits incentives for reviews, including discounts and freebies, and offering one can lead to removed reviews or profile restrictions.

What is review gating?

Filtering customers first and only asking the satisfied ones to post publicly. Google forbids it; ask every customer in the same way.

How soon after a job should I send the request?

Soon after the customer sees the result, often the same day for on-site work. Send at most one reminder.

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