Guide
The restoration review reactivation guide
Quick answer
To reactivate reviews, compile a list of genuine past customers, confirm they are eligible and appropriate to contact, send a short respectful request with a direct review link, and respond to every review that comes in. Ask everyone eligible — not just the customers you think were happiest — and never offer incentives. Results depend on your customers, so set expectations accordingly.
Step-by-step
- Export customer records from your job-management system: name, contact details, job type, completion date.
- Remove records with no completed job, invalid contact details, or an active legal or billing dispute.
- Confirm your messaging approach follows applicable consent rules for email and text.
- Write a short request referencing the type of work (for example, “your water mitigation project”).
- Include one direct link to leave a review.
- Send in batches over several weeks.
- Respond to every review, positive or critical.
- Set up an ongoing request at job close-out so the gap does not reopen.
A sample request (adapt to your voice)
“Hi [Name], this is [Owner] from [Company]. We worked on your [water damage / fire / mold] project in [year]. If you have a minute, we’d appreciate an honest review of your experience — it helps other homeowners in a stressful situation. [Link]. Thank you.”
Do and don’t
| Do | Don’t |
|---|---|
| Ask all eligible customers | Screen customers and only send happy ones to Google |
| Keep requests short and honest | Offer discounts or gifts for reviews |
| Respond professionally to criticism | Argue publicly or reveal private job details |
| Space out outreach | Have staff or family post reviews |
What cannot be guaranteed
Response rates vary widely depending on how recent the work was, the relationship, and the contact data. We do not publish or promise a typical number.
See where your company stands
The complimentary Search Gap Report reviews your Google Maps visibility, AI search visibility, reviews, and top local competitors. It is for established independent restoration companies, and if we do not see enough opportunity, we will tell you.
Apply for a Complimentary Search Gap ReportFrequently asked questions
Should we send a satisfaction survey first?
You can collect private feedback, but do not use it to decide who gets asked for a public review. That is review gating.
Email or text?
Both can work, subject to consent and applicable rules. Many companies use whichever channel the customer used during the job.
Is one campaign enough?
A one-time campaign helps close an old gap. An ongoing process keeps reviews recent.