Most happy customers are glad to leave a Google review. They just don't think of it. The businesses with a steady stream of reviews are usually the ones that ask every customer, at the right moment, and make it effortless, all within Google's rules.
Why reviews matter
Reviews help in two ways. They're one of the things Google considers when ranking local businesses, and they're one of the first things people read before choosing who to call. A steady stream of recent, genuine reviews beats a big burst from years ago.
Why reviews don't come in
When a good business has only a handful of reviews, it's rarely because customers were unhappy. More often:
- Nobody asks, or only some customers get asked
- The ask comes too late, days after the job, when the moment has passed
- Leaving one takes too many taps: searching for the business, finding the profile, then finding the review button
- The profile itself is half-finished, so it doesn't look like a business worth reviewing
Not set up on Google yet? Read getting your business on Google first.
Timing makes a big difference
Every business has a moment when the customer is happiest. For a tradie or repairer it's when the job is finished and they've seen the result. For a detailer it's when the customer picks up the car. For an accountant or broker it's when the return is lodged or the loan settles. Asking then, with a link that goes straight to the review form, is what turns goodwill into reviews.
Replies count as much as reviews
Future customers read your replies as closely as the reviews. Thanking people for good reviews shows you notice. A calm, fair reply to a negative one, without arguing, often tells a reader more about you than the complaint does. Unanswered reviews, especially bad ones, suggest nobody's listening.
What can get reviews removed
These can get reviews removed, your profile restricted, or worse:
- Offering anything in return, like discounts, gifts or entries into a draw. Google doesn't allow incentives for reviews.
- Only asking happy customers. Filtering who gets asked, sometimes called review gating, breaks Google's rules.
- Writing reviews yourself, or asking staff, friends or family to review you as if they were customers.
- Buying reviews. The ACCC treats fake reviews as misleading under Australian Consumer Law.
- Collecting many reviews from one place at once, such as a tablet at your counter. It can look suspicious and reviews may be filtered.
Reviews belong on your website too
Real reviews quoted on your website, word for word with the reviewer's first name and a link to your Google profile, give visitors the same reassurance they'd get on Google, at the moment they're deciding whether to enquire.
How we help reviews keep coming
As part of our Google Business Profile service, we:
- Set up your review request link and a short message you can send customers straight after a job.
- Complete and optimise the rest of your profile, so customers land on a listing that looks active and trustworthy.
- Keep your profile active with monthly posts on our care plan.
Our guide to ranking in Google Maps explains how reviews fit with the rest of your profile. If you'd like to know where you stand, our free website health check covers your Google profile and reviews.
Want more reviews coming in?
We set up your Google Business Profile, review link and website so reviews keep coming. Book a free website health check or call us, and we'll look at your profile.
This article is general information only and isn't legal, financial or technical advice for your situation. Questions? Talk to us.