All Field Notes
Filed Under
Reputation
Reading
3 min
The Review Funnel That Took Us From 12 to 380 Five-Star Ratings
One question, one tap, one moment.
Every HVAC owner has stared at their Google profile and wondered why competitors with worse work have triple the reviews. The answer is almost never the work. It is the timing of the ask.
The right moment to ask for a review is the moment the technician hands the customer the receipt and the system is blowing cold air. Wait until the next day and the answer rate drops by half. Wait until the next week and it drops by ninety percent.
The funnel that works
- 01Tech marks the job complete in the field app.
- 02Customer gets an SMS within ninety seconds: 'How did Mike do today? Tap 1-5.'
- 03Tap of 4 or 5: customer is sent directly to your Google review link, pre-filled with their name.
- 04Tap of 1, 2, or 3: customer is routed to a private form that goes to the owner's phone.
“Reviews are not earned at the end of the year. They are earned in the ninety seconds after the tech leaves.”
The detail most shops get wrong
The SMS has to come from the technician's name, not the company. 'How did Mike do?' converts at three times the rate of 'How did HVAC CRM Pro do?'. Customers reply to humans. They scroll past brands.