Why do reviews matter so much for a local business?
Because they're the first thing people check, and because Google counts them. Google says the number of reviews and positive ratings can help your local ranking, and that replying to reviews shows you value the feedback (Google Business Profile help). AI assistants read reviews too when they decide which local businesses to name.
Customers also notice silence. BrightLocal's 2026 Local Consumer Review Survey found that 89% of consumers expect business owners to respond to reviews, and 47% won't use a business with fewer than 20 reviews.
Most good companies have plenty of happy customers and too few reviews, because nobody asks. The tech finishes the job, the customer is happy, and nobody asks before the van pulls away.
How does it work?
- When a job is marked done (on your calendar, in your job software, or by a quick text from you), the customer gets a short, friendly text with a direct link to your Google review form.
- If they don't leave one, they get one reminder a couple of days later. Then it stops.
- New reviews show up in your monthly report, along with your rating and how you compare to the competitors you name.
No one on your crew has to remember anything, and nobody gets pestered.
Review requests go out by text, so they start once your texting registration clears, usually 1 to 3 weeks. Until then, requests go out by email.
Who writes the replies?
We do, in your voice, using the details in the review. A five-star review that says something like "Mike fixed our AC the same afternoon" gets a reply that thanks them and mentions the work, instead of a copy-paste "Thanks for your business!" A bad review gets a calm reply that acknowledges the problem, gives your side without arguing, and offers a way to fix it. Anything touchy, like a dispute over a bill or a safety complaint, comes to you before anything gets posted.
What are the rules?
Review rules got stricter in 2024, when the FTC finalized its rule on consumer reviews. These are the ones that matter:
- Ask every customer. Google's policy prohibits discouraging negative reviews or selectively soliciting positive ones. So the request goes to everyone, including the customers you suspect were not thrilled.
- Offer no incentives. Google prohibits reviews that were paid for directly or in kind, including discounts, free goods, and free services.
- Don't buy, fake, or bury reviews. The FTC's Rule on the Use of Consumer Reviews and Testimonials, 16 CFR Part 465, bans fake reviews, buying reviews conditioned on a particular sentiment, and misrepresenting reviews you've suppressed because they were negative.
Kedvezo's review system asks everyone and offers nothing. That's slower than the shortcuts and it's the only version that doesn't put your profile at risk.
Related work
Reviews feed directly into local SEO and AI search optimization. Pricing is part of one flat monthly number, quoted on a 15-minute call. See pricing.