Before a customer books a plumber, they want to know they’re choosing a team that will show up on time and do the job right. Whether it's a leaky faucet or an emergency repair, trust plays a huge role in who gets the call. That's why online reviews are often one of the first things homeowners look at before making a decision.
For plumbing businesses, every completed job is an opportunity to build a strong online reputation. But if you're not consistently capturing customer feedback, it's easy for those five-star experiences to go unnoticed.
That's exactly the challenge Good Guy Plumbing set out to solve.
The Problem: A Great Reputation Was Stuck in Manual Mode
Good Guy Plumbing built its reputation by providing reliable plumbing services and exceptional customer care. As their business grew, so did the number of happy customers walking away from every completed job. But while delivering five-star service came naturally, collecting five-star reviews didn't.
Founder and CEO Robert Castelao Jr. knew online reviews play an important role in helping the company continue to grow. The challenge was finding a way to consistently ask every customer for feedback without adding more work to the team's day.
Before using NiceJob, Robert handled review requests himself by emailing customers after each job.
The personal approach reflected the level of service Good Guy Plumbing wanted to provide, but it wasn't built to scale. As more jobs came in, manually following up with every customer became increasingly time-consuming, making it difficult to consistently capture valuable reviews.
"Before NiceJob I did it the old-fashioned way because I was emailing every customer. It was a personal touch; it wasn't streamlined and that probably didn't make sense at the time."
Good Guy Plumbing needed a solution that would make review collection automatic, consistent, and effortless without disrupting the customer experience.
The Solution: Automated Review Requests
That's why, in September 2017, Good Guy Plumbing turned to NiceJob to automate its review requests and create a more consistent way to collect customer feedback. The solution fit seamlessly into their existing workflow through the Housecall Pro integration, allowing the team to automate review requests without adding extra steps to their day-to-day operations.
By connecting NiceJob with Housecall Pro, Good Guy Plumbing was able to automatically follow up with customers after completed jobs. The process eliminated manual outreach while making it easy for happy customers to share their experiences and leave a review.
As Good Guy Plumbing expanded, Robert knew their reputation had to grow with it. Automating review requests through the NiceJob and Housecall Pro integration helped make that possible.
"Using NiceJob with Housecall Pro was a tremendous help in scaling our business as rapidly as it did today. I'll tell any new business, especially in the home service industry, that reviews are what you want to focus on from the get-go.
The Result: From 10 Reviews to Over 1,400
With NiceJob powering their review requests, Good Guy Plumbing transformed its online reputation by turning more customer experiences into five-star reviews. What started as a manual process of emailing customers one by one became an automated system that consistently generated feedback at scale without feeling intrusive.
By reaching out at the right intervals and shortly after a completed job, NiceJob made review requests feel less like a marketing message and more like a simple, friendly reminder for customers to share their experience.
"NiceJob does it in a way that's not intrusive but is more mindful. NiceJob generates so many reviews that I can't even count. The system just works really well."
Rather than relying on a single reminder, NiceJob’s automated review campaign followed up with customers across four touchpoints: An initial SMS followed by three email reminders.
Every follow-up contributed to Good Guy Plumbing's review growth:
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First SMS reminder: 353 reviews
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First email follow-up: 153 reviews
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Second email follow-up: 127 reviews
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Final email follow-up: 379 reviews
The results show that thoughtful follow-ups can continue driving reviews long after the initial request.
By making review collection a seamless part of their customer journey, NiceJob helped Good Guy Plumbing grow from just 10 Google reviews to more than 1,400, a 13,900% increase. Through their NiceJob campaign alone, Good Guy Plumbing generated 1,008 additional reviews, helping fuel a steady stream of customer feedback that strengthened their online reputation.
Today, Good Guy Plumbing has grown its total review count from 10 reviews before NiceJob to 1,468 reviews today, giving future customers even more proof of the quality service they provide.
Most importantly, NiceJob eliminated the need for manual follow-ups, replacing a time-consuming process of personally emailing every customer with an automated system that consistently captured reviews from happy customers.
Bonus: Turning Reviews into Team Recognition
For Good Guy Plumbing, reviews became more than just a way to improve their online reputation. They became a way to recognize the team members behind the great customer experiences.
One of Robert's favorite NiceJob features is NiceJob's team leaderboard feature. By showing which technicians are generating the most positive customer feedback, the leaderboard gives employees a clear connection between the work they do and the impact it has on customers.
"We're heavy on NiceJob's team leaderboard and every couple of weeks we do payroll, we reward based on the number of reviews that they get. NiceJob develops the culture inside our company that people are proud of.
NiceJob’s Team Leaderboard helps businesses connect customer feedback with the employees who earned it.
The feature allows teams to:
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Track reviews by team member and see which employees are generating the most customer feedback.
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View review performance at a glance with the number of reviews attributed to each employee and their average star rating.
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Create friendly competition by giving technicians visibility into their ranking and impact.
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Reward and recognize employees who consistently deliver exceptional customer experiences.
The leaderboard gives every technician visibility into the impact they're making and creates friendly competition around delivering exceptional customer experiences.
Good Guy Plumbing also uses reviews as a way to celebrate wins internally. The team shares positive feedback in their group chat, recognizing employees for the experiences they create and giving them the appreciation they deserve.
"We screenshot these reviews and we have a group chat among us where we send it to each other, just giving attaboys and the recognition that they not only get from our customers but from me too, so it's a boost of morale."
Final Thoughts
For Good Guy Plumbing, automating review requests wasn't just about collecting more reviews. It was about building a scalable process that matched the pace of the business.
With Housecall Pro managing operations and NiceJob automatically turning completed jobs into customer reviews, Good Guy Plumbing has built a system that helps grow its reputation alongside its business.
Turn more customers into five-star reviews
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