The job wraps up and the customer thanks you at the door. Asking for a review in that moment can feel awkward, and by the evening it has slipped. A week later nobody has asked.
Short answer: have AI draft one review request for every customer when a job is marked done, and approve each one before it goes. Send the same request to every finished customer and offer nothing in return. The review itself is the customer’s to write, so never let AI write it. The FTC rule on consumer reviews and Google’s review policy both point that way. Review requests are one step of the system on our home service and construction page.
Key takeaways
- AI can draft a review request when a job is marked done. You approve each one before it goes.
- Ask every finished customer the same way. Google’s policy bars merchants from selectively asking for positive reviews.
- Offer nothing in exchange for a review. Google bars incentives for any review, and the FTC rule bars incentives tied to a positive or negative one.
- Never have AI write a review for anyone to post.
- Check consent before you text a review request. FCC rules require consent for autodialed texts to a cell phone.
Why do review requests slip after a job?
Asking takes a minute, and the minute comes at the end of the job, when the crew is packing up and the next customer is waiting. When the ask depends on someone remembering it at the end of a long day, it tends to wait.
A draft that shows up when the job is marked done moves the ask out of your memory and into your approval list. You still decide what goes out.
What do the FTC and Google rules say about asking for reviews?
The FTC’s Trade Regulation Rule on the Use of Consumer Reviews and Testimonials is 16 CFR Part 465. The FTC’s question and answer page says it took effect on October 21, 2024. Under the rule, a business may not write or create fake reviews. It also may not offer an incentive for a review that is conditioned on the review saying something positive or negative.
The FTC’s answers also cover asking only the customers you think are happy. The rule itself does not ban that. The FTC says the practice could still violate the FTC Act.
Google’s Maps content policy is stricter on two points. Merchants may not offer incentives such as payment or discounts in exchange for any review. Merchants also may not discourage negative reviews or selectively solicit positive ones. The policy also asks merchants not to request specific content in a review. Google does allow merchants to ask for reviews of a genuine experience when nothing is offered and the request does not try to steer the rating.
Put together, the safe habit is simple. One request per finished job, the same link for everyone, no reward and no script for what the customer should say.
What does the AI need from me?
- Wherever a job gets marked done, such as your field service software or a job spreadsheet.
- The customer’s name and job, plus the channel they agreed to hear from you on.
- The link to the review profile you want reviews on.
- A few messages you wrote to customers in the past, so drafts sound like you.
- Your rule for jobs with an open complaint. A complaint comes to you first.
That last rule is about handling the complaint yourself. Do not use it to quietly skip unhappy customers. Once the job is closed, they get the same request as everyone else.
What goes in a good review request?
- A thank you that names the job.
- One link to the place you want reviews.
- A plain ask with no suggested rating or wording.
- Your name and a direct way to reach you.
Hi Dana, thanks for having us out to replace the water heater on Tuesday. If you have a minute, would you leave a review of the work on our Google profile? Here is the link. What you write is up to you. If anything about the job needs a second look, reply here or call me.
Luis, 555-0142
How do you run review requests with AI, step by step?
- Pick the one place where a finished job gets marked done.
- Write the request rules down. Every finished job gets one request, and nothing is offered in return.
- Give the AI your review link and a few of your past messages.
- When a job is marked done, the AI drafts the request. Read each draft before it goes, and cut any line that hints at a rating or tells the customer what to write.
- Check the channel. Email goes from your own address. A text needs the customer’s consent.
- When a new review comes in, have the AI draft a reply for you to edit before it posts.
On negative reviews, the FTC’s answers say a business can respond and can contact the reviewer to try to resolve the problem. The rule bars intimidation and knowingly false accusations against a reviewer.
Can I text review requests to customers?
Check consent first. The FCC says its rules ban autodialed texts to a cell phone unless the owner gave consent beforehand. It also says commercial texts require written consent, while consent for informational texts may be oral. Anyone can opt out in any reasonable way, even after giving consent.
Whether a review request counts as commercial or informational is a question for an attorney. Ask what your consent wording on the work order should say, and honor every request to stop.
This is not legal advice. Ask an attorney how the review rules and the texting rules apply to your business.
How does LUR set up review requests?
In the LUR setup, when a job is marked done, AI drafts a review request for you to approve. It also prepares replies to new reviews for you to edit. Anything a customer will see waits for your approval, and complaints and disputes stay with you.
Carlos Argueta sets it up in your own accounts and trains you to adjust it. He checks in every month. We confirm your exact tools during intake, and if we cannot connect one, we tell you up front. LUR does not promise leads or reviews. Following the FTC rule and Google’s policy stays with you.
Where do I start?
Try it on the jobs you finish this week. Read every draft before it goes and see how they sound. The GTM system setup page shows where review requests fit in the path from first call to finished job. The missed call and quote follow up kit covers the front of that path, and the certificate of insurance tracker covers the paperwork. The speed to lead post covers the first reply to a new lead.
The same habit of drafts you approve runs on our pages for sales teams, realtors, jewelers and watch repair and home service crews. Hiring help? Read how to hire someone to set up AI.
If you want to talk about setting this up around your own jobs and tools, start the intake or email carlos@prmode.ai.
FAQ
Sources
- FTC, Consumer Reviews and Testimonials Rule: Questions and Answers
- eCFR, 16 CFR Part 465, Use of Consumer Reviews and Testimonials
- FTC, Final rule banning fake reviews and testimonials (August 2024)
- Google, Maps user contributed content policy: prohibited and restricted content
- FCC, Stop Unwanted Robocalls and Texts
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