Key Takeaways
- Ask every satisfied customer for a review within 24 hours
- Make leaving a review as easy as possible with direct links
- Respond to all reviews - positive and negative
- 50+ reviews with 4.5+ rating is the target for local search
Online reviews are the new word-of-mouth. 93% of consumers read reviews before choosing a local business, and for something as personal as moving their belongings, customers are especially careful. Here's how to build a 5-star reputation that attracts more customers.
Why Reviews Matter
- • 93% of consumers read reviews before buying
- • Reviews directly impact Google local rankings
- • A one-star increase can boost revenue 5-9%
- • Moving customers trust peer reviews over advertising
Step 1: Deliver Review-Worthy Service
Before asking for reviews, make sure you're delivering an experience worth reviewing. The basics:
- Show up on time (or communicate delays proactively)
- Professional, uniformed crew
- Protect furniture and home surfaces
- Handle belongings with care
- Communicate clearly throughout the move
- No hidden fees or surprises
Step 2: Ask at the Right Moment
Timing is everything. The best time to ask for a review is:
Optimal Timing
- • Best: Immediately after the move, before crew leaves
- • Good: Within 24 hours via text/email
- • Okay: Within 1 week follow-up
- • Too late: After 2+ weeks (they've moved on)
Step 3: Make It Easy
Every obstacle reduces the chance someone leaves a review. Remove all friction:
- Send a direct link to your Google review page (not your profile)
- Text the link - it's more immediate than email
- Use a short, memorable URL or QR code
- Don't require them to log in or create accounts
Sample Review Request Message:
"Hi [Name]! We hope you're settling into your new place. If you had a great experience with [Company Name], would you take 30 seconds to leave us a Google review? It helps other families find reliable movers. Here's the link: [direct review URL]. Thank you!"
Step 4: Respond to Every Review
Responding to reviews shows you care and helps with SEO. Different responses for different situations:
For Positive Reviews:
- Thank them by name
- Mention something specific about their move
- Keep it brief and genuine
- Invite them to use you again or refer friends
For Negative Reviews:
- Respond within 24 hours
- Apologize sincerely (even if you disagree)
- Take the conversation offline ("Please call us at...")
- Don't get defensive or argue publicly
- Follow up and try to make it right
Pro Tip: Turn Negatives into Positives
Many customers who initially leave negative reviews will update them to 5 stars if you resolve their issue professionally. Some of your best advocates started as complainers.
Step 5: Diversify Your Review Platforms
While Google is most important, don't ignore other platforms:
- Google Business Profile: #1 priority for local SEO
- Yelp: Still influential, especially in some markets
- Facebook: Good for referrals and social proof
- BBB: Builds trust with older demographics
- Moving-specific sites: Move.org, MovingReviews.com
Step 6: Train Your Crew
Your crew leader should be comfortable asking for reviews. Train them on:
- When to ask (after customer signs off on the move)
- How to phrase the ask naturally
- Providing a card with QR code or short URL
- Mentioning that reviews help the crew too
What NOT to Do
Avoid These Mistakes
- • Never buy fake reviews (platforms will catch you)
- • Don't offer incentives for positive reviews (against TOS)
- • Don't argue with reviewers publicly
- • Don't ignore negative reviews
- • Don't wait too long to ask
Automate Review Requests with Reelow
Reelow CRM can automatically send review requests via text or email after each completed move. Set it once and watch your reviews grow on autopilot.
Start Free 30-Day Trial