Let the people who called you at three in the morning speak.

The review that works in this sector

Somebody looking for a maintenance company is not convinced by «very professional». They are convinced by «I called at eight, they came at eleven and left the boiler working». The useful review here is specific: response time, whether it was fixed first time and whether the price was the one quoted.

The moment: closing the job

When the technician finishes and the customer has hot water again, there are thirty seconds of genuine gratitude. That is the moment: a sentence from the technician and a link on the job sheet or in the closing message. Two days later the customer has forgotten the problem and the gratitude with it.

The review about the emergency that went wrong

It will come: the part that was not in stock, the second visit, the weekend rate. A useful reply does not argue about the invoice in public: it explains how the emergency service works, acknowledges whatever is fair to acknowledge and takes the detail private. Whoever is reading is measuring how you respond, not how that job went.

And the contract client, who leaves no reviews

The best clients in this sector — the ones on contract — almost never write reviews, because the relationship is continuous and there is no closing moment. Those are worth asking at the annual review, when you are talking about how the year went anyway.

The same thing, explained in general: Google profile