Why reviews are worth the effort
When someone compares three barbers in Naxxar or two boat trips from Sliema on Google Maps, the star rating and the number of reviews are right there next to each name. Recent reviews also show that you're open, busy and looking after people.
Reviews often answer questions you never get asked out loud. Is parking easy? Do they speak English? Did the plumber clean up afterwards? A steady flow of honest reviews does a lot of explaining on your behalf.
Ask at the right moment
Timing makes a big difference. The best moment is straight after a customer tells you they're pleased: when they compliment the haircut, thank you for the meal, or say the kitchen looks great. Their mood is good and the experience is fresh.
Keep the ask short and personal. Something like "Thanks, that means a lot. If you have a minute, a Google review really helps a small business like ours." Then hand them the easy way to do it there and then. People often mean to leave one later and forget.
Put a QR stand where people wait
A small stand with a QR code that opens your review page turns "I'll do it later" into "I'll do it now". Place it where customers naturally pause: the counter while paying, the reception desk, the table while waiting for the bill, or the chair while hair colour sets.
Keep the wording simple, such as "Enjoyed your visit? Leave us a Google review". Test the code with a few different phones before you print a batch, and check it opens your profile directly rather than a search page.
Follow up on WhatsApp
Plenty of business in Malta happens over WhatsApp, so it's a natural place to ask. For jobs done away from your premises, like electrical work, cleaning or a photo shoot, send a short thank-you message once the job is finished, with your review link included.
Copy the review link from your Google Business Profile and save it as a quick reply so you never have to hunt for it. Send the message once. If they don't leave a review, let it go; chasing people repeatedly tends to annoy them.
- Thank them by name and mention the job.
- Paste the review link on its own line so it's easy to tap.
- Keep it to two or three short sentences.
- Send it the same day, while the job is still fresh in their mind.
Reply to every review
Replies show future customers that someone is listening. For good reviews, thank the person and mention something specific so it doesn't read like a copy-paste. For bad ones, stay calm, apologise for their experience, and offer to sort it out by phone or WhatsApp.
Don't argue in public, even when you think the review is unfair. The person reading it next is a potential customer judging how you handle problems. A short, polite reply often does more for your reputation than the complaint did harm.
What not to do
Google's review policies don't allow fake reviews or reviews given in exchange for something, so keep everything genuine and check their current rules. Breaking them can lead to reviews being taken down.
That rules out buying reviews, asking friends and family to pose as customers, writing reviews about yourself, and offering a discount, free drink or prize draw entry for a review. It's also wise to ask everyone the same way, rather than only the customers you're sure will give five stars.
Making it part of your routine
Reviews build up slowly when asking is a habit. Brief your staff on when and how to ask, keep the QR stand visible, and check new reviews every few days so replies don't pile up. A complete Google Business Profile gives those reviews a proper home.
Boost makes Google review QR stands and sets up Google Business Profiles, either as part of the €150 website or on their own. Send us a quick brief and we reply within 1 working day.