A home services business operating across 4 locations had an inconsistent online reputation — some locations sat at 3.8 stars while others had fewer than 20 reviews total. Their team was manually asking for reviews in person, which almost never converted. Worse, unhappy customers were posting publicly before anyone on the team knew there was a problem.

They needed a system that ran automatically after every job — not something that depended on a technician remembering to ask.

Trigger: A GHL workflow fires the moment a job is marked complete in their pipeline — pulling the customer's name, location, and technician assignment automatically.

SMS sent within 15 minutes of job completion, personalized with the technician's name

Email follow-up 24 hours later if no review link was clicked

Second SMS at 72 hours for non-responders

Pre-Review Suppression Funnel: Before routing customers to Google, the system sends them to a private feedback page. Customers who rate 4–5 stars are forwarded directly to Google. Customers who rate 1–3 stars are routed to an internal ticket, triggering an alert to the operations manager — the issue is resolved privately before it ever becomes a public review.

Multi-Location Logic: Each of the 4 locations has a separate Google Business profile. The workflow uses a custom field to detect which location handled the job and routes the review link to the correct Google profile automatically.

Reporting: A weekly digest workflow sends the operations manager a summary of reviews requested, clicked, and posted — broken down by location.

Review velocity increased across all 4 locations within 30 days

Average Google rating improved at 3 of 4 locations within 60 days

Zero negative reviews posted publicly during the first 60 days of operation — all caught by the suppression funnel

Team spends zero time manually requesting reviews

GoHighLevel · Reputation Management · SMS & Email Automation · Custom Workflow Logic · Google Business Integration