What should you ask a customer after the work is done?
After the work is done, ask four things: how it went and what could have been better, how they first found you, whether they would be willing to share a review, and whether they know anyone else who needs the same help. Ask every customer, not only the happy ones, offer nothing in return for a review, and record the answers.
How did it go?
Ask an open question, such as "Was there anything we could have done better?", and listen. Small complaints raised early are easier to fix than a poor review later. If something went wrong, fix it. The review request still goes to everyone.
How did you first hear about us?
Ask even if you think you know, and record the answer next to the job: search, AI answer, social, referral (and from whom), paid, email, campaign or direct (a returning customer counts as direct). Over a few months, these answers show which channels actually bring paying work.
Would you share a review?
Ask every customer the same way, offer nothing in return, and do not tell them what to write. Google's policy for reviews on Maps says merchants should not offer incentives for posting a review, or "selectively solicit positive reviews from customers". The related answer on getting reviews the right way covers the federal rules too. This is a plain summary, not legal advice.
Do you know anyone else who needs this?
Satisfied customers often know someone with the same problem. Ask simply, give them an easy way to pass your details on, such as a link or a card, and record the referrer's name as the source when the new inquiry arrives, so you can thank them.
When to ask
Ask at the end of the visit or within a day or two, while the work is fresh. Keep it to one short message or a short conversation, not a long survey.
Sources
Related answers
- How do you get more reviews the right way?
- Do online reviews matter for a small business?
- What is lead attribution, and why does a small business need it?
Lead systems and lead tracking
A lead that waits a day goes cold, and a lead with no source teaches you nothing. Ascent Vision fixes both.