How to Create a Review Collection Process for Your Business

Businesses that get steady reviews usually aren't doing anything clever. They've made asking a routine. Here's how to set one up in a week.

Step 1: Choose the moment

Pick the point in every visit where the experience is complete and the customer has a moment — at billing, at the end of an appointment, at delivery. Make that the moment you ask.

Step 2: Set up a one-step route

Put a direct review link, QR code or NFC tap exactly where that moment happens. Test it works on different phones.

Step 3: Train the team

• One line: “If you have a moment, we'd love your honest review on Google.”
• Ask everyone — no picking and choosing.
• Never offer anything in return, and don't ask for a specific rating.
• No staff quotas and no asking customers to name staff (both against Google's rules).

Step 4: Follow up where it fits

For bookings or deliveries, a short, polite message with the review link after the visit can help — once, not repeatedly.

Step 5: Reply and track

• Reply to every new review within a day or two.
• Track new reviews per week and your reply rate.
• If numbers dip, check the moment, the route and whether the team is still asking.