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Glossary
SEO glossary A to Z

How to get customer reviews and why they matter

Reviews help people choose you, and the simple habit of asking every happy customer is what builds them.

What it is#

A review is a customer's own account of working with you, posted on a public profile such as your Google Business Profile. Together they form the rating and the stories a stranger reads before they call.

Why it matters#

Most people check reviews before choosing a local business. Recent, specific, honest reviews build trust at the moment someone is deciding. Google also lists review count and rating alongside local results, so they are part of how you look to a searcher.

How to get them#

  1. Ask at the right moment, right after a good result, when the customer is pleased.
  2. Make it one tap. Get the direct review link from your profile and send it by text or email, or put it on a card or receipt.
  3. Ask in person first, then follow up with the link. A personal request works better than a mass mailing.
  4. Ask every customer, not only those you expect to praise you.
  5. Suggest what to mention, such as the service and the town, without writing it for them.
  6. Reply to every review, thanking people by name and answering any concern calmly.

Common mistakes#

  • Paying or rewarding for reviews. Review platforms have rules against it, and it can get reviews removed. Read the current policy of each platform.
  • Writing reviews yourself or asking staff or relatives to. This breaks the rules and the law in some places, and customers can tell.
  • Screening out unhappy customers before sending the link. Platforms discourage it.
  • Arguing in public replies. Reply once, politely, and offer to continue by phone.
  • Asking once and stopping. A steady trickle looks more real than a burst.

For where reviews fit in a wider local plan, see local SEO basics and a Google Business Profile checklist.

Handling a bad review#

Every business gets one. Read it twice, wait a day, then reply with facts and an offer to fix things. Future customers read your reply as much as the review. If a review is false or breaks the platform's rules, you can report it through the platform, but a calm answer is usually the better first move.