Estimated reading time: 6 minutes
You just wrapped up another successful job. Your client was thrilled – they even promised to leave a glowing review without you even asking. But days turn into weeks, and… nothing. Sound familiar? You’re not alone.
It’s not that they didn’t appreciate your work. But life gets busy, and even the best intentions get lost in the shuffle. Sometimes, they don’t know what to say or think, “I’ll do it later.” Enter SMS review requests – a powerful, direct, and convenient way to gather customer feedback. With high open rates and immediate reach, SMS review requests cut through the noise, making it easy for satisfied clients to share their experiences.
This guide provides industry-specific best practices and customizable templates for effective SMS review requests. Whether you’re a healthcare provider, home service professional, or salon owner, we’ve got you covered with strategies that work.
Why SMS Review Requests Work for Service-Based Businesses
Immediate Reach and High Open Rates
Compared to email, SMS messages are opened by over 90% of people within minutes of being received. This immediacy is crucial for capturing feedback while the service experience remains fresh in your customer’s mind.
Convenience for Customers
SMS review requests allow customers to leave reviews on the go without navigating complex review platforms. A simple tap on a link can direct them to Google, Yelp, or other industry-specific review sites.
Industry Relevance
Service-based businesses, especially those that rely on word-of-mouth and local visibility, benefit the most from SMS review requests. This includes:
- Healthcare Providers: Timely feedback on patient experiences.
- Home Services (e.g., Plumbers, Electricians): Immediate reviews post-service completion.
- Consulting and Professional Services: Feedback on client interactions and service delivery.
- Spas and Salons: Quick feedback on beauty treatments and customer service.
Best Practices for Sending SMS Review Requests
Follow these best practices to maximize engagement and avoid annoying your customers. These tips will help you craft messages that get opened and inspire customers to share their feedback.
Timing is Everything
- When to send: Right after the service is completed or within 24 hours when the experience is still fresh. For example:
- Immediately after a salon visit.
- Within a day after a home service is completed.
- A few hours after a medical consultation.
- Optimal days and times: Mid-mornings (10-11 AM) or early evenings (5-6 PM) tend to have the highest SMS engagement rates. Avoid sending messages late at night or during busy mornings.
Get Personal
- Use customer names: A personalized greeting makes the message feel more genuine. “Hi [Customer Name], we’d love to hear about your experience with [Service].”
- Reference the specific service: When possible, highlight the specific service or treatment they received: “How was your [service] appointment with [Technician Name]?”
Keep it Short and Sweet
- Ideal character length: 160 characters or less (but no more than 300)
- Call-to-action phrasing: Encourage quick feedback with phrases like:
- “Share your experience here: [Link]”
- “Help us improve! Leave a review: [Link]”
Use Clear and Simple Links
- Shortened URLs: Use URL shorteners for cleaner and more clickable links (Apptoto has this built-in!)
- Link to review platforms: Ask your clients to leave feedback on platforms like Google, Yelp, or other industry-specific review sites where potential customers often look before deciding to book a service
Get Consent, Stay Compliant
- Legal requirements: Ensure compliance with GDPR, TCPA, and other privacy regulations.
- How to obtain consent: Include a custom opt-in on your booking page (e.g., “Would you like to receive follow-up messages, including requests for feedback?”). Alternatively, you can send an initial consent message to notify customers they’ll receive texts from you and require them to opt-in (e.g., “Reply YES to opt-in”).
SMS Review Request Templates for Different Service Industries
Tailor your SMS review requests to resonate with your industry and audience. Below are some proven, customizable templates to get you started.
Healthcare Providers
Make patients feel valued and encourage feedback without compromising privacy.
“Hi [Customer Name], thanks for visiting [Clinic Name]. We’d love your feedback! Leave us a review here: [Link].”
Home Services (e.g., Plumbers, Electricians)
Capture feedback on completed jobs and build trust in local communities.
“Hi [Customer Name], how was your experience with [Technician Name]? Let us know here: [Link]. Thanks for choosing [Company Name]!”
Consulting and Professional Services
Enhance credibility and attract more clients through positive testimonials.
“Hi [Customer Name], it was great working with you! Your feedback helps us improve. Share your experience: [Link].”
Spas, Salons, Barbers, & Beauty Services
Encourage satisfied customers to leave reviews that can drive new clients.
“Hi [Customer Name], did you love your [Service]? Let others know! Leave a review: [Link].”
Customizable Template Structure
[Greeting] + [Personalization] + [Call-to-Action] + [Link] + [Thank You]
“Hi [Name], we hope you enjoyed your [service] on [date]. Mind sharing your feedback here: [Link]? Thanks for choosing [Company]!”
Common Mistakes to Avoid
Sending SMS review requests seems simple enough—until you realize your messages are being ignored or annoying your customers. Ouch. But don’t worry. Avoiding these common pitfalls is easier than you think. Read on to ensure your requests get results, not eye rolls!
Being Too Pushy or Sending Too Frequently
- Surprisingly, we’ve found that if the first review request is ignored, a follow-up within 24 hours often yields a positive result. However, don’t keep pushing if you don’t hear back after that first follow-up. Instead, consider waiting to request a review until after their next visit.
- Keep the messaging in your request inviting and polite versus blunt or expectant.
Not Testing Messaging
- Different messages and calls to action are worth trying to see what works best. For example, you could test whether “Share your feedback” or “Leave a review” works better or whether collecting reviews on Yelp versus Google is easier.
- Compare sending messages at different times, too! See whether it’s more effective to send immediate requests versus next-day follow-ups.
Not Implementing Feedback
- Don’t just use feedback for marketing; use it to improve your product/service offerings and customer service.
- For example, consider adjusting scheduling practices if multiple reviews mention long wait times.
Responding Poorly to Negative Reviews
- Avoid responding defensively or argumentatively to negative reviews, which can harm your reputation. Instead, maintain a professional and empathetic tone. If appropriate, apologize, offer to resolve the issue privately, and thank the customer for their feedback.
- Don’t ignore negative reviews. Potential clients may perceive silence as indifference. Acknowledge customer concerns and include a plan for addressing them when necessary.
- But don’t hesistate to protect yourself against false reviews. In such cases, follow the review site’s guidelines to address misinformation appropriately and professionally.
Turn Feedback Into Your Secret Weapon
Customer feedback isn’t just about collecting stars and glowing comments—it’s about understanding your clients, improving your service, and building trust that drives new business. When you collect client reviews, you’re not just asking for feedback but creating an open conversation that shows your customers you value their opinions. When done right, you build your reputation, cultivate loyalty, and turn satisfied clients into vocal advocates.
Ready to transform how you collect feedback? With Apptoto, you can automate and personalize review requests, helping you stay connected with your clients without breaking a sweat. See how Apptoto can simplify review requests—start your free trial today!
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Product Marketing Manager
