How to Get More Customer Reviews for Your Plumbing Business
Word-of-mouth has gone digital. For a local plumbing business, online customer reviews are the new lifeblood of your reputation.
Potential customers actively read reviews to decide if you’re trustworthy – in fact, a 2022 survey found 98% of consumers read online reviews for local businesses, and over half even trust those reviews more than personal recommendations. In other words, a handful of good (or bad) reviews can directly sway someone’s decision to hire you.
Online reviews don’t just boost your credibility – they also impact your bottom line. Studies show that improving your average rating leads to more business (a famous Harvard study found that a one-star rating increase bumped revenue by 5–9% (HBS study finds positive Yelp.com reviews lead to increased business | Harvard Magazine)). On the flip side, bad reviews can drive customers away. An overwhelming 94% of online consumers say a negative review has convinced them to avoid a business (40 Essential Online Review Statistics for Local Marketers - BrightLocal). And if your overall rating sinks too low (think under 3 stars), almost no one will even consider your services (40 Essential Online Review Statistics for Local Marketers - BrightLocal). Clearly, getting more positive reviews – and managing the occasional negative – can make or break your plumbing company’s success.
Why Customer Reviews Matter for Plumbers
Before we dive into how to get more reviews, it’s worth understanding why they’re so important for a plumbing business (especially if you’re just starting out solo). Here are the key reasons:
Build Trust and Credibility: When homeowners search for a plumber, they’re likely to trust the experiences of other customers. Seeing a bunch of 5-star reviews and positive comments gives them confidence that you’ll do a good job. About 49% of consumers trust online reviews as much as personal recommendations from friends and family (40 Essential Online Review Statistics for Local Marketers - BrightLocal). In the home services world, a strong collection of reviews immediately sets you apart as a known quantity instead of a risky unknown.
Influence Decisions: Reviews often seal the deal for “on the fence” prospects. A great review can persuade someone to choose you over a competitor, while a bad one can send them running. As mentioned, almost nine in ten people might refuse to even consider a business with significant negative feedback or low stars (40 Essential Online Review Statistics for Local Marketers - BrightLocal) (40 Essential Online Review Statistics for Local Marketers - BrightLocal). On the positive side, lots of recent glowing reviews can effectively market your service for you – they’re like digital word-of-mouth referrals that happen 24/7.
Boost Local SEO: Customer reviews don’t just impress people; they impress Google too. Reviews (both the number and the rating) are a known factor in Google’s local search algorithm. In fact, Google itself confirms that “review count and review score” are factors in local search ranking, and more positive reviews can improve your local rank (Do Local Reviews Impact Google Search Rankings? | Rio SEO). This means that getting more reviews (especially on Google) can help you show up higher when someone searches “plumber near me” in your area. More visibility = more customers = more reviews, in a virtuous cycle.
Valuable Feedback: Lastly, reviews are a goldmine of feedback. They tell you what you’re doing right and where you can improve. Listening and responding to reviews (even the not-so-happy ones) shows you care and helps you fix issues. A business that actively engages with customer feedback will likely earn even more praise over time for excellent customer service.
Now that we know why reviews matter so much, let’s get into how to actually get more of them. Below are 10 proven strategies to encourage your happy customers to share their experiences and boost your plumbing business’s reputation.
1. Claim and Optimize Your Google Business Profile (and Other Review Listings)
Your first step is to be present where it counts. For plumbers, the most important review platform by far is Google. When someone searches for your services, your Google Business Profile (the listing that appears on Google Maps and Search) will often be the first thing they see – and it will prominently display your reviews. Make sure you have claimed your Google Business Profile and filled out all the details (address, phone, hours, etc.). This makes your business look legit and allows customers to start finding and reviewing you. If you haven’t claimed it yet, do it ASAP on the Google Business website and get verified.
Beyond Google, consider claiming your business on other popular review sites like Yelp and Facebook. While Google dominates (about 83% of consumers use Google to check reviews of local businesses (15 Online Review Statistics (2025))), some people prefer Yelp or Facebook recommendations. In Canada, the UK, or Australia, Google and Facebook are still key, and there may be local platforms (e.g. Trustpilot or local trade directories) worth having a presence on. You don’t need to be on every site, but at least cover the major ones so no customer’s preferred platform is missing you. Ensure your information is consistent across these profiles.
Once your profiles are up, optimize them: add a nice description of your services, upload photos of your work or your team, and keep your information updated. A well-maintained profile looks professional and invites more people to contact you and leave reviews. Plus, as mentioned, a healthy flow of Google reviews can directly help you rank higher in local search (Do Local Reviews Impact Google Search Rankings? | Rio SEO) – a double win.
2. Deliver Great Service and Ask for Reviews on the Spot
This might sound obvious, but it’s the foundation: earn those great reviews by delivering excellent service. Go above and beyond for your customers – be on time, be friendly, fix the problem, clean up after, and maybe throw in a helpful tip about prevention. When you wow a customer, they’ll be happy you were their plumber, and that’s when you should seize the moment and ask for a review.
Timing is everything. The best time to request a review is right after you’ve completed the job and the customer is expressing gratitude or relief. Don’t be shy – if you’ve just made their day by repairing that burst pipe quickly, they’ll usually be glad to help you out with a quick review. Something as simple as: “I’m so glad we got that sorted out for you! If you don’t mind, it would help me a ton if you could leave a quick review about your experience.” can work wonders. You can mention that as a small business, reviews help you earn trust of other homeowners. People generally like to support good, hard-working professionals.
Studies back this up: about 70% of consumers will leave a review when asked directly (70% of Consumers Will Leave a Review For a Business When Asked ). That’s a huge percentage you’d miss if you never ask at all. So make it a habit – as long as the customer seems pleased, politely ask if they’d consider writing a review. Often, they’ll say yes on the spot. You can then follow up with a text or email (see tip #4) with the direct link to make it super easy (because while people intend to do it, they might forget once you leave – a gentle reminder helps).
3. Make It Incredibly Easy (Short Links, QR Codes, and Simple Steps)
Most customers are willing to write you a review, especially if they had a good experience – but if the process is confusing or takes too many steps, they might give up. The key is to remove all friction and make leaving a review as easy as ordering a pizza. Here’s how:
Create a Direct Review Link: For Google, you can generate a short URL that takes customers straight to the page where they can write a review for your business. (In your Google Business Profile dashboard, there’s a “Share review form” or similar option that provides a link). Copy that link and send it to customers when you ask for a review. This way they don’t have to search for your business themselves. For Facebook or other platforms, you can likewise copy the page URL where reviews are left.
Use QR Codes: For in-person jobs, consider printing a simple “Review Us” card or flyer with a QR code on it. The QR code can embed your review link. Your customer can just point their phone camera at it and be taken right to the review page. For example, after finishing a job, you hand them a business card that on the back says “Enjoying our service? Leave a quick review!” with a QR code. This neat trick saves them typing and searching. (There are many free QR code generators online to create one for your link.)
Email Signature and Website Buttons: Include a call-to-action in your email signature like “★ Review us on Google” that hyperlinks to your review page. Also, on your website have a clear button or link saying “Leave a Review” which directs visitors to your preferred review platform. If you use an invoice or receipt system, you could add a small note or link there as well. The idea is to place the opportunity to review you in plain sight.
Remember, even happy customers are busy people. By simplifying the review process to one click or scan, you’ll dramatically increase the odds they actually follow through. You’ve removed the guesswork of “How do I leave a review for Joe’s Plumbing?” and made it a no-brainer.
4. Follow Up After the Job (Gentle Reminders via Email or Text)
Even when you ask in person and make it easy, people can get distracted and forget to actually post that review. That’s why a follow-up is crucial. A day or two after the service (when the memory is still fresh), send a quick thank-you message that also kindly reminds them about the review.
For example, an email or text message could say: “Hi [Name], thanks for choosing [Your Plumbing Business]! It was a pleasure helping with your [issue]. If you have a moment, we’d love to hear your feedback – you can leave us a review here: [direct link]. It really helps our small business. Thank you!” Keep the tone warm and appreciative, not pushy. You’re primarily thanking them, with a polite nudge toward the review link.
Email is common for this, but many businesses find SMS text follow-ups even more effective – texts are more likely to be read immediately. There are services that can automate sending a templated text once you mark a job complete, or you can do it manually if you only have a few customers per week. Make sure you obtained the customer’s permission to contact them (most will give you their cell number for scheduling, which generally implies it’s fine to text about the job).
One thing: don’t overdo it. One follow-up message is usually enough. You don’t want to spam or annoy your customer. If they still don’t respond, let it be. Also, if someone already left you a review, thank them personally, but don’t keep asking. Tailor your follow-ups so you’re not asking twice.
Following up shows you care about their satisfaction and reminds those well-intentioned customers to take action. Many businesses see a big uptick in reviews simply by implementing a routine follow-up system. It can even be automated (see tip #10) to save you time.
5. Leverage Social Media and Offline Touchpoints
Think about all the places you interact with customers – each one is an opportunity to encourage a review (in a friendly way). Apart from direct asks and follow-ups, you can get creative:
On Social Media: If your plumbing business has a Facebook page or Instagram profile, use it to your advantage. Every so often, post a shout-out to your happy customers and invite others to leave feedback. For example: “Nothing makes our day more than hearing from satisfied homeowners! If we’ve fixed a plumbing problem for you recently, we’d love if you share your experience in a review 👍.” Provide the link in the post or your bio. You can even share screenshots of awesome reviews (with permission or by anonymizing the name) as posts – this not only advertises your great work but also reminds others that reviews are welcome.
Community Groups: Many towns have local Facebook or Nextdoor groups where neighbors ask for recommendations. If someone recommends you or thanks you publicly, that’s a form of review itself. You might politely reply and say something like “Thank you! It was our pleasure. If you have a moment to leave a review on our Google page too, we’d greatly appreciate it!” (and drop the link). Be sure to follow group rules (some forbid business self-promotion), so do this tactfully where appropriate.
Physical Signage: If you have a storefront, office, or even on your work truck, you can include something like “Find us on Google Reviews” or “Review us on Yelp” with the logos. It’s a subtle cue that you welcome reviews. Some shops have a small sign at the counter, but for plumbers who visit homes, a decal on your vehicle or a note on the invoice might be the way to go. Even your business card can mention “5-star service? Let us know on [Platform]!” – reinforcing the idea.
The key is to integrate review requests into various touchpoints without being intrusive. Not everyone will see every prompt, so a gentle nudge in multiple places can reach people where they’re most comfortable. One customer might respond to the follow-up email, another might scan your QR code, another might click a Facebook post – collectively, it all adds up to more reviews over time.
6. Provide Stellar Service (Consistently) and Earn Those Testimonials
This isn’t a “step” so much as an ongoing mission: make great customer service your best marketing strategy. Ultimately, the surest way to get positive reviews is to create positive experiences for your customers, each and every time. Little things go a long way in plumbing services – wearing boot covers inside homes, explaining what you’re doing in simple terms, double-checking that everything is working before you leave, and thanking the customer for their business. These all leave a strong impression.
When customers are delighted (or at least relieved that their plumbing issue is resolved smoothly), they’re naturally more inclined to say good things about you. Sometimes they’ll even write a review unprompted. While you can’t rely on everyone to spontaneously do that, delivering top-notch service sets the stage for your review requests to be effective. If you ask for a review after doing a mediocre job, you might not like the feedback you get (or they may stay silent). So the baseline is: keep your quality of work and customer interactions high.
Consider also going the extra mile when possible. Did the customer mention it’s their birthday or they have an event later? Send a quick well-wish in your follow-up. Did you fix a minor unrelated issue while on site (tighten a loose faucet handle) at no charge? These small acts can prompt a customer to rave about you in a review because you exceeded expectations. Under-promise and over-deliver, and your reviews will reflect it.
Lastly, consistency matters. A string of great reviews can be undermined by one bad review from a customer who had a genuinely poor experience. Of course, nobody’s perfect and you can’t please 100% of people, but strive for consistency in service. And when something does go awry, do your best to make it right (which can even turn a upset client into a source of praise when they see you fixed the situation – more on handling negatives in tip #8). Think of every job as not just a paycheck, but an opportunity to earn a five-star review and a lifelong customer.
7. Highlight Your Best Reviews (Show Customers Their Voice Matters)
People are more motivated to leave a review when they see that reviews matter – both to you and to others. One way to reinforce this is by showcasing your existing positive reviews in your marketing. This not only serves as social proof to attract new clients, but also signals to current customers that you value feedback and might even feature it.
Here are a few ideas to put the spotlight on your testimonials:
Website Testimonials Page: Create a dedicated page (or section on your homepage) where you display some glowing customer reviews. You can take snippets from your Google or Facebook reviews (maybe copy the text and cite “– John D., ★★★★★ Google Review”). Make sure to update it periodically with fresh reviews. When customers see their review on your site, they feel appreciated. New visitors see that you’re a well-endorsed plumber. (Using a live widget that pulls in Google reviews is even better, to show authenticity.)
Social Media “Shout-Outs”: As mentioned earlier, post about your 5-star experiences. For example: “Feedback like this makes our day! Thank you, Jane, for the kind words 🙏” followed by a screenshot or quote from Jane’s review about how you saved her from a leak at midnight. This not only thanks the reviewer publicly (which they’ll love), but also encourages others to share their stories. It subtly says, “We appreciate reviews and we notice them.”
Marketing Materials: If you have brochures, flyers, or even an email newsletter, include a couple of short review quotes in them. Something like “Fast, honest, and fixed it right the first time!” – 5★ Google review. When prospects see those, they’re more likely to trust you, and when customers see you proudly sharing reviews, they know their voice isn’t going into a void.
In-Office or Truck: Some businesses frame a testimonial letter or print out reviews and pin them on a “wall of love.” As a mobile service, you might not have a physical location customers visit, but you could keep a small portfolio of before-and-after photos and testimonials to show skeptical clients. It’s a bit old-school, but it can work during estimates to bolster credibility. Even showing a new customer a binder of a dozen printed 5-star Google reviews (with names redacted if needed) can impress them – and guess what, it might encourage them to be added to that hall of fame.
By celebrating your positive reviews, you create a feedback loop: happy customers see you value their feedback, new customers are influenced to choose you (leading to more happy customers), and everyone is reminded that leaving a review is something people do for your business. It builds community around your service. Just be sure to always get permission if you use a customer’s full name or photo alongside a testimonial outside of the public review platforms.
8. Respond to Every Review – Yes, Even the Negative Ones
Getting more reviews is great, but the job isn’t finished when the review is posted. To truly cultivate a strong reputation (and encourage even more customers to give feedback), you should respond to your reviews. This applies to both positive and negative comments.
Why respond to positive reviews? Because it shows gratitude and personality. When someone takes the time to praise your work, a quick thank-you from you validates their effort and leaves an even better impression. Others browsing your reviews will see that you are an engaged owner who appreciates customers. For example, replying with: “Thanks Jane, it was a pleasure helping you. I’m glad the new water heater is running perfectly – we’re here whenever you need us!” This kind of response can turn a one-time customer into a repeat customer, and it signals to potential clients that you’re friendly and responsive. Interestingly, about 70% of customers say they’re more likely to leave a review for a business that responds to revie (15 Online Review Statistics (2025))0】. It makes people feel their voice will be heard.
Now, for negative reviews, it’s even more crucial to respond – and do so professionally. A bad review can sting, especially for a small business owner who pours their heart into their work. But a negative review doesn’t have to scare off future customers if they see you handled it with care. In fact, your response is not just for the upset customer; it’s for everyone reading to see how you deal with issues. Always keep your cool and be courteous. Thank the reviewer for their feedback, apologize for their poor experience, and offer to make it right if possible. For example: “Hi John, I’m sorry the repair didn’t hold. This is not the norm for us. I’ve reached out to you privately to fix this free of charge. We value your business and want to ensure everything is working properly.” Such a reply shows any onlooker that you take problems seriously and don’t abandon customers after getting paid.
When people see a mix of reviews on your profile, a thoughtful owner response to each one can instill a lot of trust. It demonstrates that you’re active and you care about customer satisfaction deeply. According to Google, *“responding to reviews demonstrates to customers that you read and care about their opinions (Do Local Reviews Impact Google Search Rankings? | Rio SEO)0】. And remember that stat that a responsive business encourages more reviewers? It holds true – folks are more inclined to write about their experience if they see you often reply. It becomes a conversation, not a one-sided rant or rave.
A few tips for responding: keep it relatively short, don’t get defensive or argue in public (you will never “win” an argument with a disgruntled reviewer online, it just deters others), and move serious disputes offline. Provide contact info if appropriate and invite the unhappy person to talk or email so you can resolve the issue. For positive reviews, a sentence or two of thanks is plenty – maybe mention something specific they said to show it’s not a canned response. Set aside a little time each week to check all platforms (Google, Yelp, Facebook, etc.) for new reviews and reply promptly.
In summary, responding to reviews closes the feedback loop. It shows you’re listening. Many consumers actually expect businesses to respond – one survey found 89% of people expect a response to an online review they po (15 Online Review Statistics (2025))8】. By being responsive, you’ll not only retain more clients and possibly win back a few unhappy ones, but you’ll also encourage a culture where more customers feel good about sharing their feedback.
9. Handle Negative Reviews Gracefully and Learn from Them
No matter how good you are, you will likely encounter the occasional negative review. It’s something every business faces, so don’t be discouraged. What’s important is how you handle it and what you learn from it. In tip #8 we covered responding to unhappy customers with professionalism. Here, let’s emphasize turning negatives into positives:
Stay Calm and Objective: It’s easy to take a bad review personally – after all, it’s your own business. But before replying or reacting, take a deep breath. Try to see the situation from the customer’s perspective. Was there a misunderstanding? Was it a one-off bad day? Or are they highlighting a legit area you need to improve? Keep your response polite and factual, and never get into a heated back-and-forth. A rude or defensive reply can scare off more prospects than the initial bad review itself.
Address the Issue (If Valid): If the customer had a real issue (for example, “the plumber arrived 2 hours late” or “after the repair, another leak happened next day”), acknowledge it and explain, not as an excuse but as context if needed (“We apologize for the delay; our previous job ran longer than expected and we should have called you to update the timing”). If you’ve fixed the problem since, mention that too (“We have added better scheduling buffers to prevent this happening again”). This shows anyone reading that you take feedback seriously and improve from it.
Offer to Make Amends: Often, a disgruntled client just wants to be heard or have the situation corrected. If appropriate, offer a solution publicly (“We’d like to make this right for you – please reach out to us and we’ll repair that at no cost”). Many times, a customer might even update their review later on once you resolve their complaint. Even if they don’t, future readers see that you attempted a resolution, which reflects well on you.
Filter Out the Trolls: Occasionally, you might get a completely unreasonable review or even a fake one. As a beginner plumber, you might not face this much, but as you grow it can happen (competitors or malicious actors). If a review violates platform policies (hate speech, off-topic, etc.), you can flag it for removal. But if it’s just an exaggerated rant from a real client, you still respond kindly. Other consumers often can “read between the lines” when someone is being unfair, especially if your other reviews are overwhelmingly positive. Don’t let one unfair review derail your resolve – stick to your principles and keep providing great service.
Learn and Improve: Each critique might have a nugget of truth. Maybe you do need to communicate better about pricing, or arrive in a tighter time window, or maybe your former employee (if you have one) was slacking on a few jobs – and you only find out through a bad review. Use that feedback to fix the underlying issue. Then, not only reply saying “we’re addressing this”, but actually do it. This will prevent future negative reviews on the same issue and make your business stronger. In a way, negative reviews can be free consultancy on how to improve your service.
Remember, no one expects a plumber to have a perfect 5.0 rating with hundreds of reviews. In fact, a couple of moderate reviews among many positives can make your profile more credible (a solid 4.7 average looks real, whereas a straight 5.0 with 20 reviews might make people suspicious that they’re all from friends and family!). So don’t fret that one or two bad comments will sink you. What matters is that the vast majority are positive, and that you are seen actively managing the feedback. By handling the negatives with grace, you actually win trust from the broader audience reading your reviews.
10. Make Reviews Part of Your Business Workflow (and Consider Automation)
To consistently gather more reviews over time, incorporate review-gathering into your standard operating procedure. It shouldn’t be an afterthought or something you do in a one-week push and then forget for six months. Here’s how to ingrain it into your workflow:
Ask Every Time: As we discussed, make it a habit for yourself (and any team members, if you grow) to ask happy customers for a review at the end of each job. It might help to create a simple checklist for wrapping up a service call: 1) explain the work done, 2) confirm customer is satisfied, 3) ask for a review and hand over the review card or follow-up info. When it’s routine, it stops feeling awkward and you won’t skip it.
Track Your Reviews: Keep a log of who you asked and whether they’ve written one. This could be a spreadsheet or just notes in your scheduling app. This helps in two ways: you can see your success rate (e.g., “Asked 10, got 6 reviews – not bad!”) and you can gently remind those who promised a review but haven’t done it (maybe next time you’re at their house, or in a second follow-up a week later if appropriate). It also ensures you don’t accidentally ask the same person too many times.
Automate Where Possible: There are tools (often called reputation management or review management software) that can automate a lot of this process. For instance, some apps will integrate with your invoicing or CRM: as soon as you mark a job complete, the system automatically sends a customized “review us” text or email to the client. This saves you time and ensures every customer gets a prompt. Some popular ones for small businesses include birdeye, Podium, NiceJob, etc., but they can cost money. If budget is tight, you can achieve a lot with free or cheaper tools: for example, use an email marketing service’s automation or even a Zapier integration to send out emails from a Google Sheet of clients. As a beginner plumber, you might start manually and add automation as you grow.
Set Goals and Celebrate Them: It might sound silly, but set a target like “5 new reviews this month” and track your progress. When you hit it, maybe treat yourself (or your team) to something. This keeps you motivated to stick to the review-gathering habit. Over time, those few new reviews each month accumulate into a stellar reputation that fuels itself.
By making reviews a built-in part of how you operate, you ensure that you’re continuously building your online reputation without having to remember sporadically. Eventually, you’ll have a steady stream of feedback coming in. Don’t forget to periodically thank your customers collectively (on social media or a quick note in your email newsletter if you have one) for all the kind reviews – showing appreciation will encourage even more people to write in the future.
Conclusion
Building a strong portfolio of customer reviews won’t happen overnight, but with these strategies, you now have a clear roadmap. It boils down to this: provide great service, ask for feedback, make it easy, and show that you value every review. Over time, you’ll cultivate a shining online reputation that not only makes you proud but also attracts a flood of new customers to your plumbing business.
And as your business grows, remember that having a professional online presence goes hand-in-hand with your reviews. That’s where we come in with our final tip.
Boost Your Plumbing Business with Pineapple Builder
Growing your plumbing business is not just about reviews – you also need a solid website to showcase those reviews and convert visitors into callers. Pineapple Builder is an AI-powered website builder designed specifically for solo tradespeople like you, especially those on a tight budget and with no tech background. It’s the perfect tool to create a clean, effective website where you can display your 5-star customer testimonials, describe your services, and get contacted easily by new clients.
With Pineapple Builder, you can have a professional-looking site up and running in no time (no coding or design skills needed). It’s optimized for SEO out of the box, which means better Google rankings and even more traffic – complementing the boost you’ll get from all your great reviews. You’ll also save money on expensive web designers, which is a big win when you’re just starting out or operating on a lean budget.
Ready to level up your online presence? Pineapple Builder can help you turn those hard-earned customer reviews into an attractive website that convinces visitors to choose you as their plumber. Don’t let a lack of tech skills hold you back – let our AI do the heavy lifting so you can focus on what you do best: keeping customers happy (and collecting those awesome reviews!).
Give Pineapple Builder a try and see how easy it is to create a website that truly works for your business. With a strong review profile and a Pineapple-built website, you’ll have a one-two punch that establishes trust and brings in more jobs than ever. Here’s to your plumbing success!
