• The ORB Team
• Google

How To Get More Google Reviews And Reply To Them Well

Most happy customers never leave a review. They are not being rude. They are busy, and it simply does not cross their mind. So if you want to get more Google reviews, you have to ask, and you have to make it easy. This guide covers when to ask, how to ask, what to avoid and how to reply to the reviews you receive, including the ones that sting.

Why Google Reviews Matter So Much

When someone searches for a local service, the map results often appear before anything else. Each business shows its star rating and number of reviews right there. People compare those at a glance before they ever click on a website. Reviews also give new customers the details they care about. Did the plumber turn up on time? Was the restaurant good with children? Did the garage explain the work before starting?

Reviews are one part of how Google decides which local businesses to show, alongside your profile details, your website and how close you are to the searcher. If you have not set up your profile properly yet, start with our guide to making the most of your Google Business Profile.

Get Your Review Link Ready

Before you ask anyone, get the direct link to your review form. You can find it in your Google Business Profile under the option to ask for reviews. Google's Business Profile Help centre walks you through it if the menus have moved. Save the link somewhere handy, such as a note on your phone, and consider turning it into a QR code for printed materials.

When To Ask

Timing makes a big difference. Ask when the customer is happiest, which is usually just after the job is finished or the product has arrived. Good moments include:

• When a tradesperson hands over a finished job and the customer is pleased with it.
• When a customer thanks you by phone or email.
• A day after a meal, a stay or an appointment, while it is fresh.
• When you send the final invoice, with a short line and the link.

Wait a week or two and the moment passes. People move on to other things.

How To Ask Without Feeling Awkward

Keep it short, personal and honest. A text or email from you, the person who did the work, works better than an automated message. Something like this:

• "Thanks again for choosing us for your bathroom. If you have a minute, a short Google review would really help a small business like ours. Here is the link."

That is all it needs. You can also mention reviews on your invoices, email signature, receipts and website. A card with a QR code left after a job works well for many trades. If you run a café or shop, a small sign by the till does the same job.

What Not To Do

Google has clear rules about reviews, set out in its policy on user contributed content. Breaking them can mean reviews are removed or, in worse cases, your profile is restricted. Avoid these:

• Offering rewards. No discounts, free gifts or prize draws in return for reviews.
• Only asking happy customers. Filtering people so only the positive ones get the review link is against the rules.
• Writing your own. No reviews from you, your family or your staff posing as customers.
• Buying reviews. Fake reviews tend to get spotted and removed, and they damage trust.
• Asking for them all at once. A sudden burst of reviews can look suspicious. A steady flow is better.

How To Reply To Positive Reviews

Reply to every review. It shows you are active and that you value the customer's time. Keep replies short and personal. Thank them by name, mention something specific about the job and avoid copying the same reply every time. For example:

• "Thanks Sarah. It was a pleasure fitting the new boiler, and we are glad the house is warm again before winter."

Mentioning the service and, where it fits naturally, the town can help future customers see what you do. Do not stuff replies with keywords, as it reads badly and puts people off.

How To Reply To Negative Reviews

Every business gets a bad review eventually. A calm, professional reply often does more for your reputation than the review does damage. People reading it are judging how you handle problems. A good reply follows a simple pattern:

• Wait until you are calm. Never reply in the heat of the moment.
• Thank them for the feedback and acknowledge their experience.
• Apologise where something did go wrong, without making excuses.
• Keep private details out of it.
• Offer to put it right offline, with a phone number or email.

If a review is fake, abusive or clearly about another business, you can report it through your Business Profile. Google decides whether to remove it, so still reply politely in the meantime.

Different Businesses, Different Approaches

How you ask depends on your trade. For plumbers and heating engineers, the handover at the end of a job is the natural moment. For restaurants and cafés, a card with the bill or a follow-up email after a booking works better. Think about where your customers are happiest and put the request there.

Make Reviews Part Of Your Routine

The businesses with the most reviews are rarely the ones who ran a big push once. They are the ones who ask every customer, every time, as part of how they work. Show your best reviews on your website too, on a dedicated reviews page and near your contact details. If you would like help building reviews into a wider plan for local search, our local SEO service includes Google Business Profile support alongside the rest of the work.