3‑Touch GBP Review Engine — One‑Page SOP (ServiceTitan • Jobber • HCP)

In Google Business Profile, open “Ask for reviews.” Copy the direct review link and download the QR. Create a short version of the link (e.g., {short_gbp_link}) for SMS/email.

Paste {short_gbp_link} into your CRM’s message library/templates so every automated message pulls the same URL. Keep the QR on a 1‑pager for techs/tablets.

Settings → Marketing Pro → Reputation Management: enable Surveys/Reviews, add Google under Review Sites, and set trigger = Job Complete (use Manual Request first if you want to test).

Exclude warranty/redo/internal work via a “No Survey” tag or by BU/Job Type in Segment/Advanced Filters. Do not paste the Google link into legacy Job Completion Survey text—use Reputation’s Review Sites connection only.

Settings → Marketing → Reviews: connect your GBP. Choose the initial trigger (Job closed / Visit completed / Invoice paid). Set automated reminders to Day 2 and Day 7 to match this SOP. Jobber suppresses late‑night SMS (approx. 9pm–9am it switches to email).

Use the per‑client “Ask for review” toggle only for edge cases (e.g., property managers). Never filter for “happy only.” Google bans review gating.

Reviews → Connect → Google. Choose “Job finished” or “Job is paid.” For multi‑day/segmented jobs: tag non‑final segments (e.g., “No Review”) and remove the tag on the final segment so it sends once.

In Reviews settings, set distribution to prioritize Google so requests flow where they matter most.

Copy this exactly, then personalize brackets: “Hi {first_name}, it’s {company_name}. Thanks for trusting us today. Mind leaving a quick Google review? {short_gbp_link} Reply STOP to opt out. Reply HELP for help. Msg&data rates may apply.” Notes: include brand ID and STOP/HELP every time; send during business hours when possible; no incentives.

Email subject: Quick favor? Body: “Thanks again for having us out on {job_date}. If you have 30 seconds, here’s the same review link: {short_gbp_link}. It helps neighbors find us.” If using SMS for Day‑2, append: “Reply STOP to opt out. HELP for help.”

Subject: Last nudge from {company_name} Body: “We won’t bug you after this. If we earned it, would you leave a quick Google review? Last time we’ll ask: {short_gbp_link}.”

Reply to every review within a day using 4 lines:

1. Thank by name + job/outcome. 2) Acknowledge praise/issue plainly. 3) State a next step or direct line. 4) Sign with real name + role. Examples — Positive: “Thanks, Maria — glad the drain’s clear and cleanup was fast. We’ve passed this to Chris who ran point. If you ever need us, call 614‑555‑0100. Mike, Owner.” Negative: “I’m sorry about the reschedule, Kevin. That’s not our standard. I’m booking a no‑charge follow‑up — call me at 614‑555‑0100. Mike, Owner.”

• Ask everyone uniformly (no incentives, no gating). • SMS must include brand ID and honor STOP/HELP. • If you register a new A2P 10DLC campaign (US), have public Privacy Policy and Terms URLs ready. • Keep sends to business hours and pace naturally by job completion.

Create a test job to your phone, mark complete/paid, and confirm: Day‑0 SMS fires with {short_gbp_link}; Day‑2 and Day‑7 follow‑ups queue/send as configured; STOP opt‑out works; overnight quiet‑hours behavior matches expectations.

Track these four numbers and coach from them:

• Reviews per 100 jobs = (30‑day reviews ÷ 30‑day completed jobs) × 100. Target: ≥10; <5 needs troubleshooting.
• 30‑day review count (raw new reviews).
• Average rating (rolling 90 days).
• Per‑tech review pace = reviews mentioning the tech (last 30 days) ÷ days worked. Optional 5th: % of new reviews replied to within 24 hours. Coach tech talk‑track at wrap‑up: “I’ll have the office text you a quick link — if you’ve got 30 seconds for a Google review, it really helps.”