A 4.3-star Google rating was keeping the company out of the top 3 in the local pack. Seasonal review velocity dropped in winter when call volume dropped, hurting ranking exactly when spring ad spend was ramping up. Negative reviews sat unanswered for weeks.
Automated post-job review requests via text through Housecall Pro, triggered 2 hours after job marked complete. Smart negative feedback redirect: customers who tap "not satisfied" go to a private form routed to the service manager, not Google. Response template library with 12 variant templates. Weekly email summary to the owner with new reviews and response queue.
Review recency and velocity matter more than average rating in Google's local pack algorithm. 4.3 stars with stale reviews loses to 4.7 stars with fresh ones. The 2-hour trigger is deliberate: customers remember the technician and the fix at 2 hours; by next morning it is just another transaction. The private feedback redirect routes genuine issues to resolution rather than suppression.
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