What it is for
Detailed reviews come from a specific ask at the right time. This file gives you the words, from the final walk-through to the last reminder.
It has nine scripts, each under 60 words: the ask in person, by text and by email, a last reminder, replies to 5-star, 3-star and 1-star reviews, what to do about a review you believe is fake, and an ask for the adjuster or agent who referred the job.
Never offer anything for a review. Platform rules forbid it.
How to use it
- Find your Google review short link in your Google Business Profile. Add your Facebook or Better Business Bureau link if you use them.
- Fill in the blanks in brackets: names, the job and your link.
- Ask in person at the final walk-through.
- Send the text the same evening, with the link.
- If no review comes, send the email on day three. On day ten, send the last text only to a customer who said yes but did not post.
- Answer each review with the reply script that fits it.
What you fill in
- Customer name
- Your name and company name
- The job, for example the street or the roof type
- Your review link
- The reviewer's name, for replies
- The name of the adjuster or agent who referred the job
Questions people ask
When should a roofer ask for a review?
Ask in person at the final walk-through, when the customer sees the finished roof. Follow up with a text the same evening, and an email three days later if no review comes. Send the link each time, so it takes one tap.
Can I give a discount for a review?
No. Platform rules forbid offering anything for a review, such as a discount or a gift. Ask for an honest review and leave it at that.
How do I answer a bad review?
Reply soon and stay calm. Thank the customer, say you want to put it right, and ask them to call you so you can talk offline. Do not argue in public. Say in one sentence what you will do.
Can I get a fake review removed?
Use the platform's report process. Report the review, say why you believe it is not from a real customer, and keep a record. Never pay anyone to remove a review.
How many times can I ask?
Ask at the walk-through, then follow up by text and by email. Stop after the last reminder on day ten. Do not keep asking a customer who does not reply.