A post-job request process
Agree when a genuine customer should receive a request, which channel fits the relationship and who owns the follow-through. Keep the invitation neutral and easy to understand.
AFTER THE JOB / CONTINUE THE RELATIONSHIP
Make room for
genuine customer feedback.
Good work deserves a clear feedback path. Connect the completed job with an appropriate review request, monitoring and a thoughtful response process so customer feedback becomes part of the relationship—not an occasional reminder.
BUILD ON WHAT WORKS
The next customer learns from the last one.
Reviews can help a prospective customer understand other people’s experiences. The useful work is to make feedback easy to offer and to respond in a way that reflects how your business treats customers.
Invite genuine customers to share honest feedback through a consistent request process, without incentives or selecting only positive experiences. Give difficult reviews thoughtful attention from the right person.
AFTER THE WORK / A CONTINUING RELATIONSHIP
Invite. Listen.
Respond. Learn.
- 01
Invite honest feedback
A neutral request to genuine customers at an appropriate point after the work.
- 02
Notice what arrives
A defined place and responsible person for checking new reviews.
- 03
Respond with care
A thoughtful reply and human review when a situation needs judgment.
- 04
Bring the learning back
Relevant themes can inform the customer experience discussion.
Earned feedback.
Not manufactured proof.
Invite honest feedback from genuine customers, without incentives or selecting only positive experiences.
WHAT THE WORK PUTS IN PLACE
Concrete connections.
Useful to your team.
A monitoring and response routine
Define where reviews are checked, who drafts or approves responses and which situations need a manager. Keep customer details and the context of the interaction in mind.
A feedback connection
Bring relevant themes back into the customer experience discussion. A review process can support learning and trust without promising a particular rating, ranking or number of new jobs.
Real customers. Honest invitations. Thoughtful responses. Reputation work should reflect the service—not manufacture proof of it.
CLEAR EXPECTATIONS
Questions worth asking.
How should review requests work?
Make it straightforward for genuine customers to share an honest review after their experience. Use a consistent request process rather than selecting only happy customers, and do not fabricate reviews or offer incentives for them.
What happens after a review is posted?
Review monitoring and a response process help the business acknowledge feedback, including criticism. Define who reviews sensitive situations and how the response should reflect the way your business treats customers.
ONE PART OF A CONNECTED JOURNEY
See the Revenue Engine
as a whole.
Start with the general training. Consider how these connections fit your own business before deciding what needs attention.