Getting Great Reviews

Purpose

Our reputation is one of our most valuable assets. This section outlines how every team member can help create 5-star experiences that lead to positive reviews and repeat business. Great reviews don’t just happen at the end of a job — they start from the very first customer interaction.

Why Reviews Matter

  • They build trust with new customers before they contact us.
  • They improve our online visibility and SEO rankings.
  • They differentiate us from competitors.
  • They motivate the team and reinforce good habits.

The Foundation: First Impressions Count

  • Answer the phone or respond to messages quickly — aim for under 3 rings / immediate email reply within SLA.
  • Use a friendly, upbeat tone and smile while speaking (customers can hear it).
  • Ask questions to understand their needs fully.
  • Be patient and listen without interrupting.
  • Show genuine care: “Let’s see how we can get this sorted for you today.”

Going the Extra Mile

  • Offer helpful tips or advice, even if it’s not part of the paid service.
  • Follow up with booking confirmations and reminders in a professional tone.
  • Send a courtesy message when the technician is on the way.
  • Technicians should arrive on time, well-presented, and introduce themselves clearly.
  • Complete the job with care, and check the customer is happy before leaving.

When to Ask for Reviews

  • At the point of highest satisfaction — immediately after completing a successful job.
  • For phone-based work, ask while confirming the resolution of their issue.
  • For technicians, ask when the customer expresses happiness with the work done.

How to Ask for Reviews

Be polite, confident, and make it sound personal — not like a script.

Scenario Example Script
Customer on the phone “I’m so glad we could help you today. If you wouldn’t mind, we’d really appreciate it if you could share your experience in a quick Google review — it helps other customers find us and supports our team.”
Technician at customer’s home “It’s been great working here today. If you’re happy with the service, would you be able to leave us a quick review on Google? It really helps us keep delivering the best service possible.”
Follow-up email/SMS “Thanks for choosing Pro Pest Control Brisbane. If you were happy with your service, please take a moment to leave us a review here: [link]. Your feedback means a lot to our team!”

Steps to Create 5-Star Experiences

  1. First Contact – Be friendly, listen, and reassure them we can help.
  2. Build Rapport – Use their name, show empathy, and understand their needs.
  3. Deliver Excellence – Arrive on time, communicate clearly, and do the job right.
  4. Follow Up – Make sure the customer is still happy after the service.
  5. Ask for the Review – Confidently and politely request feedback.

Golden Rules

  • Always be polite and respectful — no exceptions.
  • Make the customer feel important and valued.
  • Exceed expectations — small gestures go a long way.
  • Never pressure or guilt the customer into leaving a review.

Tracking and Recognition

  • Record who asked for the review in the customer file (if applicable).
  • Share positive reviews in the Reviews Teams channel to celebrate success.
  • Recognise staff who consistently generate great feedback.

 

 

Knowledge Test

  1. When is the best time to ask for a review?
  2. Name three ways to go the extra mile for a customer.
  3. What is the “Golden Rule” when asking for reviews?

Role-Play Scenario

Pair up with another staff member. One plays the Customer, the other the Staff Member.

  • The “Customer” has just had a service completed and is happy.
  • The “Staff Member” must build rapport, confirm satisfaction, and naturally request a review.
  • Swap roles and repeat.
  • Team leader will provide feedback on tone, confidence, and sincerity.

End Goal: Staff should feel confident asking for reviews in a natural, non-scripted way while still following best practices.

 

Remember: Every interaction is an opportunity to create a promoter for our business. The goal isn’t just to get reviews — it’s to genuinely earn them through outstanding service.