What customers actually say (and why it matters)

Your best marketing is the customer’s words.

Use this doc to build your script library and your proof captions:

Review ask timing

We typically ask right at the end of the walkaround.

The simplest version:

“If you use Google, we would really appreciate a Google review.”

Some customers don’t use Google — that’s fine. If they’re a Facebook person, take the win there.

ask 24–72 hours after completion (follow-up if needed)

Use:

Review responses

Warm. Specific. Short.

We don’t run on “the customer is always right.” But we do run on math.

Ask yourself: is a negative Google review really worth refusing a small fix that takes five minutes — even if it wasn’t in the original scope?

Authority Lens: Reviews aren’t just conversion. They’re a prominence/trust signal. If two companies are equally close and relevant, trust often becomes the tie-breaker.

Mention:

the service
one detail
gratitude

Don’t do this

don’t argue in public
don’t post PII

Do this next (assignment)

Run this lesson on a real job or a mock walkaround.
Capture a Proof Pack for the scenario.
Do the Final Walk.

References (SOPs + checklists)

Proof Pack SOP: 04_sops/proof-pack/proof-pack-sop-v1.md
Final Walk checklist: 04_sops/universal/final-walk-checklist-v1.md

Printables

Operator Checklist Pack (truck copy): 03_curriculum/printables/operator-checklist-pack-v1.md

Gear Box (Amazon)

Gear Box links (Amazon): Coming soon.

Disclosure: As an Amazon Associate, we earn from qualifying purchases.

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