Build a Simple Review Request System

1. Job completeThe work is genuinely finished
2. Customer added or updatedOne reliable customer record
3. Status changes to CompleteA real business event
4. Review request is triggeredThe next step begins
5. Customer receives email or SMSOne short, clear message
6. Customer clicks the Google review linkNo searching required
7. Customer leaves an honest reviewTheir choice, in their words

That’s it.

The technology is secondary. The important thing is creating a repeatable process that you understand before you connect any tools.

Before building an automation, make sure you know what should happen.

For your next five completed jobs:

• Mark the job complete.
• Send your review request.
• Record that you sent it.
• See whether the customer responds.
• Improve your message if necessary.

Airtable is a spreadsheet and database hybrid. Its free tier may be enough to experiment with a small customer list, but check its current plan details before you begin.

Create a new base and a table called Customers. Then add these fields:

The cleanest trigger is Status changes to Complete. It is not based on a random calendar date. It is based on something that actually happened in the business.

1. Job is completedThe work is finished
2. Status: In ProgressYour record before completion
3. Status: CompleteYou make one simple change
4. Review process beginsThe change starts the next action

Before paying for SMS, prove the process with email. Use the customer’s email address and keep the request brief, honest and easy to understand.

Subject: Thanks for choosing [Business Name]

Hi [Name],

Thanks again for choosing [Business Name] for your [job/service].

If you’re happy with the work, we’d really appreciate an honest Google review. It helps other local customers know what to expect when they’re looking for someone.

[LEAVE A GOOGLE REVIEW]

Thanks again,
[Name]
[Business Name]

Replace the button or placeholder with the direct Google review link. If you don’t have one yet, grab it from the Google review link guide.

The checkbox matters because it stops the same completed record from sending the same customer repeated requests.

• Create a test customer
• Add your own email address
• Set the job status to Complete
• Check whether the automation fires
• Check the email
• Check the Google review link
• Check the wording on your phone
• Confirm Review Request Sent is updated

Text messages can be a direct way of reaching customers. If you’ve proven the process and want to experiment, a service such as ClickSend can be connected to an automation workflow. SMS does not guarantee a review, and every message has a real cost.

1. Job completeYour business event
2. Airtable automationChecks the rules
3. ClickSendSends the paid SMS
4. Customer receives SMSA short request with a link
5. Google review linkThe customer chooses whether to respond

Hi [Name], thanks again for choosing [Business Name]. If you’re happy with the work, we’d really appreciate an honest Google review. It helps our local business a lot: [LINK] Thanks, [Name]

Check current ClickSend pricing and message requirements before setting up SMS.

The trigger doesn’t have to mean “send immediately”. It may make sense to wait until:

• the job is fully finished
• the customer has had a chance to use the product or service
• the final invoice has been sent
• the customer has confirmed they’re happy

The correct timing depends on the customer journey, not the tool.

• Only trigger when the job is actually complete
• Don’t send multiple requests to the same customer
• Check the customer’s contact details
• Test the automation
• Keep a record of when requests were sent
• Make the message easy to understand
• Give customers an easy way to ignore the request
• Keep the system simple enough that you understand how it works

This isn’t really about Google reviews. You have created a simple, reusable pattern:

Once you understand this pattern, you can apply it to many parts of a business.