Module 10 — Marketing Engine: GBP + Reviews + Voice of Customer (Lesson)

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

• ask 24–72 hours after completion

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:
• Final Walk checklist:

Printables

• Operator Checklist Pack (truck copy):

Gear Box (Amazon)

(Insert the relevant Gear Box module for this lesson here.)

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