Review management
Review management covers everything a business does to actively collect, respond to and learn from customer reviews on Google and other platforms.
Reviews influence whether people enquire — and how visible a business is in local search. Those who do not actively ask satisfied customers often leave the picture to the few who were dissatisfied.
The best moment to ask is right after a successful project or visit, with a direct link. Replies to reviews show that the business listens — especially to criticism.
Google prohibits fake or bought reviews; they also damage trust when noticed.
What to look out for
- Define a fixed point in the process when customers are asked for a review.
- Provide a direct review link — via email, QR code or invoice.
- Reply to every review promptly, personally and factually.
- Derive concrete improvements from recurring criticism.
- Show good reviews on the website with permission.
Common mistakes
- Never actively asking for reviews.
- Reacting emotionally or not at all to criticism.
- Buying reviews or having acquaintances write them.
Frequently asked questions
Calmly, factually and promptly: acknowledge the concern, briefly explain your view and offer direct contact. Future customers in particular read the reply.
Yes, asking for honest reviews is common. Google prohibits fake or bought reviews.