Online Reviews

What are Online Reviews?

Online reviews are digital testimonials and ratings that customers leave about their experience with a contractor's services on various internet platforms. These reviews include star ratings (typically 1-5 stars) and written comments about work quality, professionalism, and overall satisfaction.

For contractors, online reviews are crucial for building credibility, attracting new customers, and improving local search engine rankings. Most homeowners read reviews before deciding which contractor to hire.

Major Review Platforms for Contractors

Google Reviews

The most influential platform, directly impacting local search results and Google My Business visibility.

Yelp

Popular consumer review site with detailed feedback and photo sharing capabilities.

Angie's List (now Angi)

Specialized platform for home service providers with verified customer reviews.

Facebook Reviews

Social media-based reviews that integrate with business pages and local recommendations.

Better Business Bureau (BBB)

Traditional rating organization with online presence and complaint resolution services.

Impact of Online Reviews

Local SEO Benefits

Higher search rankings for contractors with more positive reviews
Increased visibility in "near me" searches
Enhanced Google My Business profile performance
Greater trust signals to search engines

Business Growth Effects

Higher conversion rates from online leads
Increased referral business from satisfied customers
Competitive advantage over contractors with poor reviews
Improved pricing power due to demonstrated quality

Customer Decision Making

93% of consumers read online reviews before making hiring decisions
Star rating significantly influences customer choice
Recent reviews carry more weight than older ones
Response to negative reviews demonstrates professionalism

Review Generation Strategies

Asking for Reviews

Request reviews immediately after successful project completion
Send follow-up emails with direct links to review platforms
Include review requests in invoices and thank-you notes
Train staff to ask satisfied customers for reviews

Making It Easy

Provide direct links to specific review platforms
Send text messages with review links for mobile convenience
Create business cards with QR codes linking to review pages
Use review generation software to automate the process
Send review requests with project photos and personalized messages directly from your contractor app - Dave's review feature lets you request Google reviews in seconds by attaching your completed project photos and adding a personal note, making it easy for satisfied customers to leave detailed, photo-rich reviews

Timing Considerations

Ask when customers are most satisfied (project completion)
Follow up within 24-48 hours of finishing work
Avoid asking during disputes or problem resolution
Request reviews for different types of work you perform

Review Response Best Practices

Responding to Positive Reviews

Thank customers for their feedback
Mention specific details about the project
Invite them to contact you for future work
Keep responses professional but personable

Handling Negative Reviews

Respond quickly and professionally
Acknowledge the customer's concerns
Offer to resolve issues offline
Demonstrate your commitment to customer satisfaction
Never argue or become defensive in public responses

Review Response Templates

Create consistent but personalized responses for:

Thank you messages for positive reviews
Professional responses to negative feedback
Follow-up offers for additional services
Apologies and resolution offers for problems

Common Review Management Mistakes

Ignoring Reviews: Failing to respond to customer feedback, especially negative reviews.

Fake Reviews: Creating fake positive reviews or paying for reviews, which violates platform policies.

Defensive Responses: Arguing with customers or making excuses in review responses.

Inconsistent Monitoring: Not regularly checking all review platforms for new feedback.

Only Focusing on Negative Reviews: Neglecting to thank customers for positive feedback.

Review Monitoring and Management

Regular Monitoring

Set up Google Alerts for your business name
Check major review platforms weekly
Use review monitoring software for automated alerts
Track overall ratings and review volume trends

Review Analysis

Identify common themes in customer feedback
Use reviews to improve service quality and processes
Track which services receive the best reviews
Monitor competitor reviews for market insights

Documentation

Keep records of all customer interactions
Document project details that could prevent negative reviews
Maintain photo evidence of completed work
Store communication history for context

Leveraging Positive Reviews

Marketing Integration

Feature positive reviews on your website
Include testimonials in marketing materials
Share reviews on social media platforms
Use reviews in sales presentations and proposals

Service Improvement

Identify what customers appreciate most
Recognize employees mentioned in positive reviews
Use feedback to refine service delivery
Develop case studies from detailed positive reviews

Legal and Ethical Considerations

Platform Policies

Follow each platform's guidelines for review solicitation
Never incentivize reviews with payments or discounts
Report fake or inappropriate reviews about your business
Respect customer privacy in review responses

Honest Practices

Only ask genuinely satisfied customers for reviews
Provide excellent service before requesting reviews
Address legitimate complaints before they become negative reviews
Be transparent about your review collection practices

Tools for Review Management

Review Monitoring Software

Reputation management platforms
Google My Business insights and notifications
Social media monitoring tools
Multi-platform review dashboards

Review Generation Tools

Automated email and SMS review request systems
QR code generators for easy mobile access like our free Google Review QR Code Generator
Customer feedback collection platforms
Integration with contractor management software like Dave, which allows you to send Google review requests in seconds with your project photos already attached and personalized messages, streamlining the entire review collection process

Measuring Review Success

Key Metrics

Overall average star rating across platforms
Total number of reviews received
Review response rate and time
Percentage of customers leaving reviews
Review conversion impact on leads

Improvement Tracking

Monthly review volume and rating trends
Response time improvements
Customer satisfaction scores
Impact on local search rankings and lead generation