How do plumbers get more Google reviews?

Published 6 November 20263 minute read

By Greg Hamlyn. Part of our guide to Reputation.

The short answer

Plumbers get more Google reviews by asking every customer as the job finishes, then texting the review link before they leave the street. Your customers are probably happy. The reviews go missing because nobody asks at the right moment.

When the phone rings, you're on another call, under a sink, or your team is flat out. Asking for a review is the last thing on your mind. That's normal. It's also why your Google page doesn't show how good your work is.

Your customers are happy. Google doesn't know it yet

A blocked drain is cleared. The hot water system is working again. The customer is relieved, and they say thanks at the door. Then you drive off, and that thanks goes nowhere.

A review is just that thanks, written down where the next customer can read it before they ring you. Your job is to make it easy for happy customers to leave one.

Want to see how your reviews stack up against the other plumbers near you? Get your Free 3R check.

I used to work with plumbers

When I started working with business owners in 2003, I worked with everyone. Then I niched to plumbers. The builders were going broke and taking the plumbers out, so I changed to builders.

Plumbers carry a lot that isn't their fault. Your reviews are one thing you control.

Ask while you're packing up

The best time is as you pack up, once you've shown them the fix. Say it plainly.

Say this: "If you've got a minute, a Google review really helps us. I'll text you the link before I go."

Then do it from the van, before you leave the street. If it waits until tonight, it often doesn't happen.

Emergency and after-hours jobs

At 2am with water through the ceiling, nobody wants a review request. Fix the problem. Send the text the next morning, once things have calmed down.

Same words, same link. Just better timing.

Make it one tap

Text the direct link to your review form, from your Google Business Profile. Put it in your invoice email. Print the QR code on a card you leave on the bench. See How do I make a Google review link and QR code?

The link takes them to your review form, so they don't have to search for you. Google says customers must be signed in to a Google account to leave a review.

What not to do

Don't offer money off the next job for a review. Google bans incentives for reviews.
Don't ask only the customers who seemed happy. Google's policy does not allow selectively asking for positive reviews.
Don't ask your apprentice, your staff or your family. Google's policy does not allow reviews from people with a conflict of interest, like current or former employees.

Reply to every one

Google says replying to reviews shows you value your customers' feedback. Two friendly lines under a good review is plenty. See How do I reply to a 5-star review without sounding like a robot?

The words to use when you ask are in What should I say when I ask a customer for a review? The whole system is on our Reputation page.

What this means for your business

Ask every customer as you pack up, in the same words.
Text the review link before you leave the street.
For emergency jobs, send the text the next morning.
Offer nothing for reviews, and reply to every one.

About the author

Greg Hamlyn

Greg Hamlyn started out on the tools. He and his late wife Wendy then built their first business from $200,000 a year to well over $1 million in the first year, with no extra mechanics. He has been working with business owners since 2003. He co-founded OfficeStaff with Nick Lock to help Australian service businesses get more reviews, answer every customer and show up on Google. He will tell you if you are not a fit. Based on the Gold Coast.

Who publishes this: OfficeStaff.ai helps local businesses get found on Google, trusted through reviews and booked through their website and past customers.

What should I say when I ask a customer for a review?

Thank them, say a Google review helps locals find you, and send the link the same day. The exact words to say and text, and the words to stay away from.

Frequently asked questions

When should a plumber ask for a Google review?

As the job finishes, once you've shown the customer the fix. Text the link before you leave the street.

Should I ask after an emergency call-out?

Yes, but not at 2am. Fix the problem, then send the review link the next morning.

Can I give a discount on the next job for a review?

No. Google bans offering incentives, like discounts, in exchange for reviews.

Can my apprentice or family leave a review?

No. Google's policy does not allow reviews from people with a conflict of interest, like current or former employees.

Can plumbers get rid of bad Google reviews?

Only if a review breaks Google's policies. You can report it from your Business Profile and Google decides. A fair negative review stays, so reply calmly instead.