Review request scripts

When: Same day or next morning for service calls; day 2-4 for installs. Triggered when invoice is marked paid in your CRM.

Hi [Customer First Name], glad we could get your [AC / heat pump / system, pick one] sorted out [today / yesterday / this week]. If you have a minute, a Google review makes a real difference for a small local business like ours: [Google Review Link]

Thanks either way, appreciate you trusting us with it., Marcus, Sun Valley Mechanical

Subject: Quick favor after your [AC repair / system install], Sun Valley Mechanical

Hi [Customer First Name],

It was great being out at your place [today / yesterday / earlier this week] to take care of the [capacitor swap / full system replacement / heat-pump install, be specific]. Hopefully the house is feeling a lot more comfortable now.

If you have a few minutes and you're happy with how it went, a Google review goes a long way for us, we're a local Phoenix-area shop and word of mouth is how we grow. Here's the direct link so you don't have to hunt for it: [Google Review Link]

Anything comes up with the system, you have my number. Talk soon., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: Fill in the specific job detail in the first line, 'your capacitor swap,' 'your Trane install,' 'your mini-split in the back bedroom.' The more specific, the better the open and reply rate. Do not send both text and email, pick the channel you've been using with this customer throughout the job.

When: 24 to 48 hours after the callback visit is complete and the system is confirmed running correctly. Do not ask the same day as the callback, give it one night so the customer can confirm the fix held.

Hi [Customer First Name], just wanted to make sure everything is still running right after we came back out [yesterday / on Tuesday]. If the system is holding steady and you're happy with how we handled it, we'd really appreciate a Google review, it helps other homeowners know we stand behind our work: [Google Review Link]

No pressure at all. And if anything else comes up, call us directly., Marcus, Sun Valley Mechanical

Subject: Following up after our return visit, Sun Valley Mechanical

Hi [Customer First Name],

I wanted to follow up personally after we came back out [yesterday / earlier this week] to sort out the [describe the issue briefly, e.g., 'refrigerant issue' or 'thermostat wiring']. I know it wasn't ideal to need a second visit, and I appreciate your patience while we got it right.

If the system is running the way it should now and you feel good about how we handled the situation, a Google review would mean a lot to us, especially one that mentions we came back and made it right. That's the kind of thing that helps other customers trust us. Here's the direct link: [Google Review Link]

If anything is still off, please call me directly at [Phone] before anything else. I want to make sure you're taken care of., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: The framing 'we came back and made it right' is intentional, a review that mentions a callback resolved well is often more persuasive to future customers than a review about a perfect first visit. Only send this if the callback was resolved to the customer's satisfaction. If there's any doubt, use the lukewarm-customer script instead.

When: Same timing windows as the job type (service call: same day / next morning; install: day 2-4). The framing shifts to acknowledge the ongoing relationship.

Hi [Customer First Name], always good working with you, glad we could take care of the [specific job] this time around. If you've been happy with us over the years and have a minute, a Google review would really help us out: [Google Review Link]

Thanks for keeping us in your corner., Marcus, Sun Valley Mechanical

Subject: A quick ask, and thank you for sticking with us

Hi [Customer First Name],

It's always good to see your name come across the schedule. Thanks for calling us again for the [specific job, e.g., 'annual tune-up' or 'compressor replacement'], we don't take repeat customers for granted.

If you've been happy with Sun Valley Mechanical over the time we've been working together, would you be willing to leave us a Google review? A lot of our new customers find us that way, and a word from someone who's used us more than once carries real weight. Here's the direct link: [Google Review Link]

As always, you have my number if anything comes up., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: If the customer has been with you for multiple years, you can add a specific reference: 'We've been keeping your system running since [year]' or 'This is the third time we've been out to your place on [Street Name].' Specificity signals that this is a real message, not a blast.

When: Same day or next morning, but the goal here is to surface the concern privately BEFORE it becomes a public review. Do not send the Google review link in this message.

Hi [Customer First Name], thanks for having us out today for the [specific job]. I want to make sure you're completely happy with how it went, if anything felt off or you have questions about the work or the price, please text or call me directly at [Phone]. I'd rather hear it from you first., Marcus, Sun Valley Mechanical

Subject: Checking in after your [AC repair / system install], Sun Valley Mechanical

Hi [Customer First Name],

I wanted to reach out personally after our visit today for the [specific job]. My tech mentioned the job took a bit longer than we originally estimated, and I want to make sure you feel good about how everything wrapped up.

If you have any questions about the work, the parts we used, or the invoice, please call or text me directly at [Phone], I'd rather talk it through with you than have anything left unresolved.

If everything is actually fine and I'm reading too much into it, I'm glad to hear that too., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: Do NOT include the Google review link in this message. The goal is to intercept a potential negative review by giving the customer a private channel to express their concern. If Marcus calls them and resolves the issue, THEN send the callback-resolved script (scenario 2) 24-48 hours later. If the customer responds positively to this check-in ('No, everything was great'), follow up with the standard happy-customer script. The tech should flag lukewarm customers in the job notes in your CRM so the office knows to use this script instead of the standard one.

When: 3 to 5 days after the job, if no review has appeared. Check your Google profile before sending, don't re-ask someone who already posted.

Hi [Customer First Name], [Tech Name / I] mentioned you were happy with how the [specific job] went, that means a lot to us. If you have two minutes, would you be willing to say that on Google? It really helps people find us when they need HVAC help: [Google Review Link]

Totally fine if not, just wanted to ask., Marcus, Sun Valley Mechanical

Subject: You mentioned you were happy, would you put it in writing?

Hi [Customer First Name],

[Tech Name] told me you said the [specific job, e.g., 'mini-split install'] went great. That kind of feedback makes our day, and I wanted to say thank you.

I have one small ask: would you be willing to share that on Google? It takes about two minutes and it helps homeowners in [City/Neighborhood] find us when their AC goes down on a 105-degree afternoon. Here's the direct link: [Google Review Link]

Either way, thank you for the kind words. We'll be here whenever you need us., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: The subject line 'would you put it in writing?' is intentionally direct and a little warm, it references the specific compliment without being pushy. If the tech heard something specific ('best HVAC company I've ever used,' 'you guys were so fast'), drop that quote into the text version: 'You told [Tech Name] we were the fastest response you'd ever seen, would you be willing to say that on Google?' Specificity converts.

When: Day 2 to 4 post-install for residential; day 3 to 5 for light commercial. After the customer has confirmed the system is running correctly.

Hi [Customer First Name], it was a real pleasure getting the new [Trane / Carrier / Lennox / brand] system in for you this week. Hope it's already making a difference in the house. If you're happy with how the project went, a Google review would mean a lot, here's the link: [Google Review Link]

Thanks for trusting us with a big one., Marcus, Sun Valley Mechanical

Subject: How's the new system running?, Sun Valley Mechanical

Hi [Customer First Name],

It's been a few days since the crew finished up your [specific system, e.g., '4-ton Trane XR15 install'] and I wanted to check in. How's it running? Hopefully the difference is noticeable already, especially with Phoenix summers being what they are.

If the install went the way it should and you're happy with the whole process, from the estimate through the final walkthrough, I'd really appreciate a Google review. A lot of homeowners are making a big decision when they replace a full system, and a detailed review from someone who just went through it helps them feel confident choosing us. Here's the direct link: [Google Review Link]

You're covered under [warranty terms, e.g., 'the 10-year parts warranty and our 1-year labor guarantee'], so if anything ever comes up, just call us. We're not going anywhere., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: For big-ticket jobs, the email version almost always outperforms text because the customer has been in a longer communication relationship with you and expects a more substantive follow-up. The warranty reminder at the end is intentional, it reinforces the value of the investment and reduces post-purchase anxiety, which makes the customer more likely to post a positive review. Fill in the actual warranty terms from the job paperwork.

When: Same day or next morning. Keep it short, the interaction was brief and the message should match.

Hi [Customer First Name], glad we could take care of the [specific repair, e.g., 'capacitor swap' or 'thermostat diagnostic'] quickly today. If you have 60 seconds, a Google review helps us a lot: [Google Review Link]

Thanks, call us anytime., Marcus, Sun Valley Mechanical

Notes: For small-ticket jobs, text only. An email for a $95 capacitor swap feels disproportionate and slightly off. Keep the text under 4 lines. The 'call us anytime' close is intentional, it plants the seed for the next call without being a hard upsell.

When: Within 24 to 48 hours of the visit where the value was clearly delivered. Do not send after a routine visit with no notable findings.

Hi [Customer First Name], glad [Tech Name] caught that [failing capacitor / dirty evaporator coil / low refrigerant, be specific] before it turned into a bigger problem. That's exactly what the maintenance plan is for. If you've been happy with how we've been taking care of your system, a Google review would really help us out: [Google Review Link]

Thanks for being a Sun Valley Mechanical customer., Marcus, Sun Valley Mechanical

Subject: Glad we caught that before summer, Sun Valley Mechanical

Hi [Customer First Name],

I wanted to follow up after [Tech Name]'s visit [yesterday / this week]. Catching that [specific issue, e.g., 'failing run capacitor'] before it took out your compressor in the middle of July is exactly the kind of thing the maintenance plan is designed to do, and I'm glad it worked the way it's supposed to.

If you've been happy with how we've been looking after your system, would you be willing to leave us a Google review? Customers who are on a plan and have seen it pay off write the most helpful reviews, they can speak to what it's actually like to have us in their corner long-term. Here's the direct link: [Google Review Link]

We'll see you at your next scheduled visit. In the meantime, you know where to find us., Marcus Rivera
Sun Valley Mechanical LLC
[Phone] · [Website]

Notes: The framing 'customers who are on a plan and have seen it pay off write the most helpful reviews' is intentional, it gives the customer a reason why their specific review matters more than a generic one, which increases the likelihood they'll write something detailed and useful.

When to use: When you read the review and recognize the complaint is accurate or likely accurate. Use within 24 hours of the review appearing, future readers notice how fast you respond.

Hi [Reviewer First Name if visible, otherwise 'there'],

Thank you for taking the time to leave this, I read every review personally and this one stopped me.

What you described is not the experience we want anyone to have, and I'm not going to make excuses for it. [One sentence acknowledging the specific issue, e.g., 'A return visit for the same problem within two weeks is unacceptable, and I understand why you're frustrated.' or 'You're right that we should have called when the tech was running behind.']

I'd like to make this right. Please call or text me directly at [Phone] and I'll take care of it personally., Marcus Rivera, Owner
Sun Valley Mechanical LLC

Notes: Keep the public response short. The goal is not to resolve the issue in the comments, it's to show future readers that you respond, you take accountability, and you have a real owner who picks up the phone. The resolution happens offline. Do not disclose any details about the job, the invoice, or the customer's home in the public response, even if the reviewer has. Never argue with the specific claims in the review, even if some details are wrong. Save that for the private call.

When to use: When the complaint is plausible but you don't know yet whether it's related to your work. Use when you need to investigate before you can acknowledge or dispute.

Hi [Reviewer First Name if visible, otherwise 'there'],

Thank you for posting this, I want to understand what happened.

I've pulled your job record and I'd like to have one of our senior techs review the notes before I respond further, because I want to give you an accurate answer rather than a fast one. That said, I don't want you sitting with a system that isn't running right while we sort this out.

Please call or text me directly at [Phone] today and we'll get someone out to take a look, no charge for the diagnostic visit while we figure out what's going on., Marcus Rivera, Owner
Sun Valley Mechanical LLC

Notes: The 'no charge for the diagnostic visit' offer is a judgment call, include it if the complaint is plausible and the customer relationship is worth protecting. Remove it if the review appears to be from someone who is clearly not a customer or is making claims that are factually impossible based on your records. This response does not admit fault, it acknowledges the complaint and commits to investigation. Future readers see a business that takes complaints seriously and offers to make it right.

When to use: When you have checked your records and cannot find any customer matching the reviewer's name, address, or job description. Use a calm, professional tone, do not accuse the reviewer of lying in the public response.

Hi [Reviewer First Name if visible, otherwise 'there'],

Thank you for the feedback. I've searched our job records going back [timeframe, e.g., 'two years'] and I'm not able to find a service record that matches the name, address, or job description in your review.

It's possible there's been a mix-up with another company, there are several HVAC contractors in the Phoenix area with similar names. If you did work with Sun Valley Mechanical LLC and I've missed something, please call me directly at [Phone] and I'll look into it immediately.

If you're a current or past customer with a concern, I want to hear it and make it right., Marcus Rivera, Owner
Sun Valley Mechanical LLC

Notes: This response does two things for future readers: it signals that you check your records and take reviews seriously, and it raises the possibility of a mix-up without accusing the reviewer of bad faith. After posting this response, flag the review with Google using the 'Report review' function on your Google Business Profile, select the reason that best fits (wrong location, conflict of interest, or off-topic). Do not use this response as legal advice on removal; if you believe the review is defamatory or from a competitor, consult your attorney.

When to use: When the review has the hallmarks of a fake or competitor-placed review: no job record found, reviewer profile is brand new or has only reviewed your competitors, the complaint is vague and non-specific.

Hi,

We take every review seriously and I've searched our records thoroughly, we have no record of providing service to anyone matching this name or the situation described.

If there's been a mix-up and you did work with us, please call me at [Phone] and I'll look into it right away. We stand behind every job we do., Marcus Rivera, Owner
Sun Valley Mechanical LLC

Notes: Keep this response short and neutral. Do not accuse the reviewer of being a competitor or a fake account in the public response, that reads as defensive to future customers even when you're right. After posting, flag the review with Google via the 'Report review' function on your Business Profile. Document the reviewer's profile details (screenshot the profile, note the date, note any other reviews they've left) before flagging, in case you need that record later. If you believe this is a coordinated attack, consult your attorney, this doc does not provide legal advice on defamation or review removal.