Google Review Solicitation Process
Purpose
Defines when and how every Spartan Plumbing team member asks customers for a 5-star Google review — a critical driver of online reputation and new lead generation. ## Who This Applies To
All service technicians, install technicians, and sales team at job closeout. ## The Spartan Review Process
### When to Ask
Ask for a Google review at the end of every job where the customer is satisfied. This is a non-negotiable close. The sales team is specifically reminded: close every sale with a review request.
Spartan Slack policy (#sales channel): "Close out every sale by requesting a 5-star review from the customer. This is a key part of delivering outstanding service and ensuring recognition for hard work. "
### When NOT to Ask
- Customer is visibly upset or dissatisfied. - An escalation has occurred or is pending. - Customer is dealing with a stressful personal situation (e. g. , family emergency). - In those cases: notify the office and focus on resolution first. ### How to Ask — Verbal Script
At closeout, after the customer confirms everything looks good:
"I'm really glad we could take care of that for you. If you're happy with our service today, I'd love it if you could leave us a quick Google review — it makes a huge difference for our small local business. I can text you the link right now. "
Then immediately text them the Google review link (available in Google Drive — always have it accessible on your phone). ### What Counts
- Any 5-star review counts — even if the written content is unusual or negative in tone. The star rating is what matters for Google ranking. Do not filter or discourage reviews. - Do not coach customers on what to write — just ask them to share their honest experience. ## For Office Staff
- When a customer calls in to express satisfaction after a job, ask: "I'm so glad to hear that — would you be willing to leave us a Google review? I can send you the link right now. "
- Keep the review link saved in your contacts for easy text. ## Tracking
- Technicians should note in the ServiceTitan job record when a review was requested. - The #5-star-reviews Slack channel tracks incoming reviews. High-volume techs and standout reviews get called out publicly. ## Important Notes
- Never ask a dissatisfied customer for a review — it risks a negative review and misses the opportunity to resolve the issue. - Do not offer incentives (discounts, gift cards) in exchange for reviews — this violates Google's review policies. - Volume matters: one tech asking every job creates compounding momentum. Missing the ask is leaving money (and ranking) on the table. - The Google review link is in Google Drive. If you cannot find it, ask the Operations Manager or Elise. ## Related SOPs
- Complaint Handling & Resolution — if the customer is not satisfied
- Customer Callback & Follow-Up Standards — post-job follow-up sequence
- Reputation Management (Google, BBB, etc. ) — broader reputation strategy