Reputation
The Google Reviews Playbook for Local Businesses
April 18, 2026 · 6 min read
Reviews compound. Here is how to make requesting, responding and monitoring them automatic.
Timing beats wording
The single biggest factor in review conversion is asking within a short window of a positive experience. Ask at completion, not at the end of the month.
Make the ask a two-tap action
SMS outperforms email substantially for review requests because the link opens directly in the review app on the phone in the customer's hand.
Respond to everything, including the bad ones
A calm, specific, non-defensive reply to a negative review is read by every future prospect. It converts a complaint into evidence that you handle problems well.
What reviews do for local visibility
Review volume, recency and response rate all feed local search prominence. A steady trickle beats occasional bursts.