“Sure, I’ll Leave One” (But They Never Do): The Google Review Follow-Up Sequence That Works

Your customer is ecstatic about the work. The service went great. The job is done.You ask if they’ll leave a Google review. They say yes.

And then it never shows up.

If you’ve been running a home service business for any amount of time, you’ve seen this play out more times than you can count. It’s frustrating, especially when you know the feedback would be positive and help you get more reviews.

In this post, I’m going to break down why this happens, the two principles that explain it, and the exact Google review follow-up sequence we’ve deployed with many of our clients. You can use it as-is, or modify and improve it to fit your workflow, tools, and team.

Key Takeaways

• Most reviews don’t come through because there’s too much friction in the process. Customers are willing, but the path is not clear.
• Giving people the direct review link removes friction and increases response rates.
• Different customers respond to different follow-up messages and channels, so a single reminder is rarely enough.
• The best follow-up sequence starts immediately when the service is complete, not days later.
• Stacking verbal, physical, automated follow-ups, email follow-ups, direct mail, and a phone call creates more responses without being pushy.
• The quality assurance call adds one more chance to ask and often surfaces issues you can fix before they turn into negative feedback.

Start Here: The 2 Principles That Explain Why Reviews Don’t Come Through

A customer saying yes does not mean a review is guaranteed. In most cases, the intention is real. The follow-through is what breaks down.

The first principle is friction.

“The first one is to remove all the friction in the review getting process. So if you're just asking somebody for a review, but you're not giving them the direct link to go do it, that's an example of creating friction. So you want to remove the friction as much as possible.”

If someone has to search for your business, decide which profile is correct, or remember to come back later, you’ve already lost a percentage of them. A review should be just a few clicks, right in front of them, at the right moment.

The second principle is reminders through different channels.

Not everyone responds the same way. Some people respond best when they hear it verbally. Others need to see it pop up on their phone. Some live in their inbox. Others respond best to a phone conversation.

Meeting people where they are is how you increase response rates and velocity. This is why a true Google review follow-up sequence matters. It’s not about pestering people. It’s about smart timing and thoughtful reminders.

The six steps below are designed to remove friction repeatedly and connect with customers in multiple ways.

The 6-Step Review Follow-Up Sequence (Use, Modify, Improve to Fit Your Workflow)

Step 1: Verbal Ask When the Invoice Is Paid

The sequence begins when the service is done as described.

The first review request is the verbal one. This happens at the exact moment the invoice is paid. That timing matters because the service experience is complete, and the customer is still engaged.

This first step acts as an auditory reminder and sets the tone for the rest of the follow-up strategy. You’re planting the idea and letting them know feedback matters.

If you’re looking for additional context on how this fits into a broader approach, we’ve outlined more ideas in our guide on 4 ways to get more reviews for your home service business.

Google highlights the importance of timing when asking customers for reviews in its own review guidelines.

Step 2: Leave Something Behind: Business Card With QR Code

The second step is leaving something physical behind.

This is usually a business card with a QR code that says, “Scan the code to leave us a review.” The technician asks verbally, then hands the card to the customer.

Now you’ve paired a verbal reminder with a physical reminder. You’ve also removed a huge amount of friction. The review link is right there. No app searching. No guessing.

Step 3: Text Message Follow-Up (Typically Automated)

The third step is a text message follow-up, and this is where automated review requests start to do heavy lifting.

Most people see their text messages almost immediately. A short message with the review link delivered to their phone removes friction and improves conversion rates.

Automated follow-ups ensure no one slips through the cracks. They also allow you to track performance and see how many customers respond at each point in the sequence.

If you want to go deeper on this, we break it down step by step in our guide on how to automate your customer review process.

Step 4: Email Follow-Up (For the People Who Live in Email)

The fourth step is email follow-ups.

Let’s be honest. Many follow-up emails get ignored. That’s reality. But some people live in their inbox. For them, email is the best way to connect.

This is where a simple follow-up email sequence works well. You might send a first email, then a second reminder a few days later. You generally don’t want to bombard people, especially if they’ve already received text follow-ups.

Email sequences allow you to reach a different segment of your customers with relevant content at the right time, without overdoing it.

Step 5: Thank-You Follow-Up via Direct Mail (Postcard + QR Code)

The fifth step is a thank-you follow-up sent through direct mail.

This might be a postcard with a QR code, a handwritten note, or an automated mailer. The format matters less than the idea behind it.

This is another physical touch point. People see it, even if they eventually throw it away. Some will put it on the refrigerator and come back to it later.

Direct mail works because it’s harder to miss and adds a personal touch that digital messages sometimes lack.

Step 6: Customer Service Follow-Up: Quality Assurance Call

The sixth and final step is the customer service follow-up, often framed as a quality assurance call.

Someone from your office calls a week or two after the service. The conversation starts with checking in. How did the repair go? How’s the new install doing?

This call does several things at once. It shows you care. It creates a natural conversation. It also opens the door to ask for a review again, this time person-to-person.

If they say everything was great, you ask if they’d be willing to leave a Google review and let them know you’ll send the link. This step pairs well with best practices around how to respond to customer reviews like a pro and aligns with Google’s guidance on managing customer reviews.

Automated follow-ups ensure no one slips through the cracks. They also allow you to track performance and see how many customers respond at each point in the sequence.

If you want to go deeper on this, we break it down step by step in our guide on how to automate your customer review process.

Step 4: Email Follow-Up (For the People Who Live in Email)

The fourth step is email follow-ups.

Let’s be honest. Many follow-up emails get ignored. That’s reality. But some people live in their inbox. For them, email is the best way to connect.

This is where a simple follow-up email sequence works well. You might send a first email, then a second reminder a few days later. You generally don’t want to bombard people, especially if they’ve already received text follow-ups.

Email sequences allow you to reach a different segment of your customers with relevant content at the right time, without overdoing it.

Step 5: Thank-You Follow-Up via Direct Mail (Postcard + QR Code)

The fifth step is a thank-you follow-up sent through direct mail.

This might be a postcard with a QR code, a handwritten note, or an automated mailer. The format matters less than the idea behind it.

This is another physical touch point. People see it, even if they eventually throw it away. Some will put it on the refrigerator and come back to it later.

Direct mail works because it’s harder to miss and adds a personal touch that digital messages sometimes lack.

Step 6: Customer Service Follow-Up: Quality Assurance Call

The sixth and final step is the customer service follow-up, often framed as a quality assurance call.

Someone from your office calls a week or two after the service. The conversation starts with checking in. How did the repair go? How’s the new install doing?

This call does several things at once. It shows you care. It creates a natural conversation. It also opens the door to ask for a review again, this time person-to-person.

If they say everything was great, you ask if they’d be willing to leave a Google review and let them know you’ll send the link. This step pairs well with best practices around how to respond to customer reviews like a pro and aligns with Google’s guidance on managing customer reviews.

Bonus Outcomes: Solve Problems, Show You Care, Earn One More Ask

There are bonuses built into this sequence.

If there were problems, you would find out early and could address them. That protects your brand and your relationship with the customer.

The customer also sees that you care enough to follow up after the sale. That builds trust and strengthens the relationship beyond the transaction.

For your business, it’s one more opportunity to ask for a review at the right moment. When you combine verbal, physical, mobile, email, mail, and phone follow-ups, you dramatically increase the chance that a review actually comes through.

If issues do surface, having a plan for handling negative reviews professionally and effectively becomes even more important.

Build Your Sequence, Then Get Help Tightening the Digital Side

The order matters.

Start with the two principles. Run the six steps. Then modify and improve the process to fit your workflow, tools, and team.

If reviews are holding your business back, let’s fix that. Whether you need help building a review system or strengthening your entire digital presence, we’re ready to help. Reach out through our contact page, call (505) 365-1545, or book a strategy session on my calendar here to get started.

We’ll look at how this fits into your sales process, your follow-up strategy, and how it can support stronger top-line revenue over the coming year.

Frequently Asked Questions

What is a review follow-up sequence?

A review follow-up sequence is a step-by-step process for sending review requests after a service is completed. Instead of asking once and hoping the customer leaves a review, you send follow-ups over time. These can include verbal requests, follow-up messages by text, emails, and even a phone call. 

Each step includes a review link to make leaving a review just a few clicks. This Google review follow-up sequence removes friction and improves response rates. It also gives businesses a repeatable process they can track and optimize.

How many times should I follow up for a Google review?

Most customers need more than one reminder, even when they had a great experience. A single message is easy to miss during a busy day. A strong follow-up strategy uses multiple follow-ups with smart timing. 

This might include an initial email, a second reminder by text, and later follow-up emails or a phone call. The goal is not to pressure people, but to remind them at the right moment. When done well, sending follow-ups leads to more reviews and better conversion rates.

Should I send a review request by text or email first?

Text usually works best as the first message. Most people see text messages immediately, which makes them effective for automated review requests. Email follow-ups still matter because some customers prefer reading and responding in their inbox. 

A follow-up email sequence helps reach those customers who missed the text. Using both text and email improves response rates and reaches more customers. This approach also fits naturally into automated sequences.

What should I say in a review follow-up text message?

A review follow-up text message should be short and clear. Thank the customer for choosing your business, then include the review link. Make it easy for them to respond without extra steps. Avoid long messages or too many details. 

Even in automated follow-ups, the message should feel personal and friendly. Simple follow-up messages usually get more responses than complicated ones.

Is it okay to send a postcard asking for a Google review?

Yes, sending a postcard can be very effective. Direct mail adds a physical reminder that customers are more likely to notice. A postcard with a QR code or review link makes it easy to respond when they have time. 

This works especially well for customers who missed earlier email follow-ups or follow-up messages. It also adds a personal touch that supports your brand. For many businesses, this step leads to more reviews without relying only on digital reminders.

How can I get in touch with Digital Harvest?

If you want help improving your Google presence, reviews, or overall Local SEO strategy, getting in touch with Digital Harvest is easy. You can call our team directly at (505) 365-1545 or you can reach out through the contact form if that’s easier. 

From there, we’ll connect you with the right next step based on your business and goals. We work with home service companies that want a clear, Google-focused strategy that drives more leads and long-term growth.