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Ask for reviews after a job

Posted
Updated
ByThe Wax Stak Team

By the end of this article you will have review requests going out on their own after every finished job, and know exactly why one might not.

A review request is an email — never a text — sent after a job is marked complete, with a Leave a review button that opens the job in your customer portal. The customer picks one to five stars, can add a comment, and the review appears under Marketing › Reviews. Automatic requests are on the Pro and Business plans; on Starter, a technician asks by hand from the phone after finishing a job.

Turn it on

  1. Open Settings › Company › Customer Messages and find Automated Customer Messages.
  2. Under Review requests (by email), switch on Ask the customer to rate the job after it is finished.
  3. Send the request after — 1 hour, 1 day or 2 days from when the job is marked complete. A day later is the default; it gives the customer time to see the work.
  4. Days before the same customer is asked again — the cooldown. A regular customer is not asked after every visit; enter 0 to ask after every completed job.
  5. Save.

On Starter the switch is greyed out with a note that the setting applies as soon as you upgrade — you can set it now.

What has to be true for a request to go out

The app checks each of these when the delay is up, and skips quietly if any fails:

  • the job is still marked complete (a job reopened and completed again gets its own request);
  • the customer has an email address;
  • the customer has not opted out of review requests;
  • your customer portal is on — the review is left there;
  • the job has not already been reviewed;
  • the customer’s last request was longer ago than the cooldown;
  • you are still on a plan that includes it.

One request per job, ever — a job is never asked about twice, whichever way the request went out.

The email

The customer gets a short note from your business — We’d love your feedback — with the Leave a review button and an opt-out link at the bottom. The wording of the note is yours to change under Email Messages on the same tab (Review request), on Pro and Business.

After the review

  • The review appears under Marketing › Reviews the moment it is submitted, with its rating, comment and the customer’s name — see Respond to and publish reviews.
  • If the rating meets the threshold you set under Settings › Branding › Reviews › External Review Prompts, the customer is emailed once more, inviting them to say the same on Google, Yelp or Facebook. That invitation has its own cooldown and its own opt-out.

Good to know

  • No text-message allowance is used. The request is email, on every plan.
  • A ceiling that is not a limit. Automatic requests stop for the period if the business sends thousands in a month — far above normal use — and an admin is notified at 80% and 100%. If that ever fires, check the settings above rather than the plan.
  • The customer’s window. A review can be left up to 90 days after the service and edited for 7 days after submitting it.
  • Who. The settings need the Admin role.

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