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Growing a successful plumbing business isn’t just about fixing leaks and installing fixtures. It’s also about consistently earning the trust and confidence of new and existing customers.
One of the most powerful methods of building trust in the community is showcasing social proof through positive customer reviews and endorsements. When potential clients see your service being validated by real people, they’re more likely to hire you.
If you’re looking for more ways to collect and showcase five-star reviews, you’ve come to the right place.
In this guide, we cover why online reviews matter, strategies for requesting them, and how plumbing professionals can handle feedback to their advantage.
Why Reviews Matter for Plumbers
Reviews are more than just customer feedback—they’re a powerful tool for driving growth and cementing your reputation.
Here’s why they matter:
1. Local SEO Boost: Most homeowners start their search for plumbing services with phrases like ‘plumbers near me’ on Google. The more positive reviews your business has, the higher it’s likely to rank in local search results.
Better visibility means more clicks, more calls, and, ultimately, more jobs booked.
2. Establish Trust and Credibility: People searching for a plumber usually want someone reliable and trustworthy as fast as possible. Five-star ratings and glowing reviews help you stand out from competitors.
This builds immediate confidence in your expertise and customer service quality.
3. Set Yourself Apart from Competitors: Positive reviews can be the deciding factor for a potential customer in a crowded market. When a homeowner comparing local plumbers sees one with dozens of positive reviews and another with only a handful, it’s not too hard to guess which option they’ll pick.
A strong collection of positive reviews makes a compelling case for your services.
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Timing and Tactics for Requesting Reviews
When it comes to collecting reviews, timing and approach are everything. Customers are more likely to leave a review if asked at the right moment, provided the process is simple.
Research shows that 87% of consumers are open to writing a review when prompted. The key is to make it easy and ask at the right time.
Here’s how you can do it:
1. Ask When They’re Happiest
Your customers are most likely to leave a review right after the successful completion of a repair or installation—especially if they’re impressed with your service, professionalism, and cleanup.
Politely ask for a review after finishing the job with a good impression.
Here’s a template you can use: ‘We’re so glad we could help fix your leaky faucet today. If you’re happy with our service, we’d really appreciate it if you could leave us a quick review. It helps other homeowners know they can count on us!’
Pro tip: Instead of a generic ask, thank the customer for choosing your business and mention something specific about the job or their home.
Personal touches make an impression and increase the likelihood of their leaving a review.
2. Provide Easy Access to Your Review Profiles
Even the most satisfied customers might not leave a review if the process feels complicated.
Make it effortless by providing direct access to your review platforms.
- Email or Text a Direct Link: Follow up with an email or text containing a direct link to your review page on Google, Yelp, or Facebook.
For instance: ‘Thanks for letting us help today! Here’s a quick link to leave a review: [Insert Link]’.
- Automated Review Requests: Use a reputation marketing tool that automatically sends friendly reminders and links to your review pages.
- QR Codes on Invoices or Business Cards: Add QR codes to printed invoices or business cards that link directly to your review page.
This makes it easy for customers to leave feedback on the spot.
3. Use Multiple Platforms Strategically
Not all customers use the same review platforms, so it’s important to have a diversified presence.
Focus on the right platforms to ensure your reviews reach the widest audience.
- Prioritize Google: With 81% of consumers using Google to read online reviews in 2024, your Google Business Profile should be a top priority. Reviews on Google significantly boost your local SEO rankings, making your business more visible in searches like ‘top plumbers in (your location)’.
Source: Top Plumbers in Salem Oregon.
A well-maintained Google profile can lead to more clicks, calls, and booked jobs.
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- Expand to Other Platforms: While Google is central to securing and displaying customer reviews, it’s not the only thing out there. Platforms like Yelp, Facebook, and industry-specific sites like Angi can also help you reach broader audiences.
Yelp is often popular for local searches, while Facebook reviews add credibility and visibility on social media.
Pro Tip: Rotate which review link you send in your follow-ups to ensure a balanced presence across platforms and prevent focusing too heavily on just one site.
4. Train Your Team to Ask for Reviews
If you have a team of plumbers or office staff, make sure everyone is on board with your review-generation goals.
A brief, friendly conversation at the end of each job can lead to more reviews than an email blast alone.
- Set Expectations: Let your team know how vital reviews are to the company’s growth.
- Create a Standard Script: Give employees a simple, polite request script, such as: ‘We’d really appreciate a quick review of your experience. It helps other homeowners feel confident about choosing us’.
- Reward Success: Offer small incentives or recognition for team members who consistently secure reviews. Make sure it’s not about pressuring customers, but rather about celebrating your team's initiative.
5. Offer Top-Notch Customer Experiences
While asking for reviews is important, you must first deliver a customer experience worth commenting on.
Here’s how to ensure every customer has a standout experience with your small plumbing business:
- Be Punctual: Show up on time and communicate any delays promptly. This goes a long way in building rapport with customers.
- Clean Up After the Job: Leaving a workspace cleaner than you found is an often-overlooked way to impress homeowners.
- Be Transparent with Pricing: Surprises on the final bill can prompt negative feedback or discourage reviews altogether.
- Educate the Customer: Explain the repair process in plain language so customers understand the value you’re providing.
This level of care and professionalism will naturally translate into positive reviews when you ask for them.
Respond to All Reviews—Good or Bad
Responding to reviews shows you value customer feedback, regardless of whether it’s glowing praise or constructive criticism.
88% of consumers would use a business that replies to all its reviews, compared to only 47% who would consider one that doesn’t respond at all.
Here’s how to handle both positive and negative comments effectively:
Positive Reviews
Positive reviews are your opportunity to thank customers and reinforce the excellent experience they have had with your business.
- Say Thanks: Show genuine appreciation for their time and feedback. A simple - ‘Thank you for sharing your experience’ - goes a long way.
- Be Specific: If they mention a particular technician or service, acknowledge it directly.
For example: ‘We’re thrilled to hear Mike was able to quickly fix your water heater. He’ll be delighted to hear your kind words!’
- Keep It Short: No need to write an essay—a brief acknowledgment is enough to show gratitude while keeping it professional.
Negative Reviews
While challenging, negative reviews offer a unique chance to demonstrate professionalism and show potential customers how you handle criticism.
- Stay Calm and Polite: Negative feedback can be tough, but maintaining a professional and respectful tone is crucial.
- Offer to Make It Right: Apologize for the experience, clarify any misunderstandings, and offer to resolve the issue.
For example: ‘We’re sorry to hear about your experience. This isn’t the standard we strive for, and we’d love the chance to make it right. Please contact us directly at [phone/email]’.
- Take It Offline: Respond publicly to acknowledge the issue but encourage the customer to contact you directly to resolve the problem. This ensures a more personal and effective resolution.
Showcase Your Reviews Everywhere
Your customer reviews are a powerful marketing tool. Don’t let them sit idle on Google or Yelp.
54% of consumers consider online reviews the most important criteria for online purchases, and seeing them in multiple places can reinforce trust.
Highlight your best testimonials across your website, social media, and even printed materials to maximize their impact.
The more accessible and visible your reviews are, the more likely potential customers will be to choose your business.
- Website: Embed review widgets or display testimonials on your homepage and service pages.
A section like ‘What Our Customers Have to Say About Us’ or a rotating carousel of quotes can add credibility.
Source: S&B Plumbing.
- Social Media: Regularly post your latest reviews on platforms like Facebook, Instagram, or LinkedIn.
Accompany the post with a thank-you message and tag the customer (if appropriate and with permission) to build engagement.
- Email Signature: Add a line in your email signature, such as, ‘Check out what our customers have to say!’ with a clickable link directing recipients to your reviews page.
This small addition can subtly promote your reputation in every interaction.
Unlock the Power of Reviews for Your Plumbing Business
It’s simple!
Deliver top-notch customer service, make it super easy for clients to share their experiences, and keep the conversation going with a polite follow-up.
As a plumbing professional, you can transform everyday repairs and installations into powerful testimonials by focusing on what matters—quality work, friendly service, and a genuine desire to help your customers.
The good news? You don’t have to tackle this alone. Tools like NiceJob can help you send automated review requests and display your best reviews wherever potential customers are looking.
With the right approach, you’ll soon have a trophy case of five-star reviews that open the floodgates to new, loyal clients.
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