The after-service call: how to get a review and a repeat order

When to call

• After 1–3 days: the customer has seen the result but still remembers the visit.
• For appliances, after first use: the air conditioner has run for a day, the washing machine has done one load.
• Daytime or the evening after work, not late: for example, 10:00–20:00.
• One call per customer. No answer: once more the next day, then stop.

How the call goes

1. 1Greet and remind them what you did: “We cleaned your air conditioner on Tuesday.”
2. 2Ask for a rating in one question: “From 1 to 5, how would you rate it?”
3. 3Ask why: “What did you like, and what should we improve?” Note the answer word for word.
4. 4Ask for a review: “A couple of words on the map would help others. May we send you the link on Telegram?”
5. 5Agree the next service: “The next cleaning will be due in spring. Shall we call you in March?”

Sample call

A one-minute call brought three things: a rating, a yes to a review and the date of the next order. And the manager hears about the late technician.

If the rating is low

• Don’t interrupt or argue. Say: “I’m sorry, that shouldn’t have happened.”
• Note the problem precisely: what happened, when, which technician.
• Say when a manager will call, the same day, and keep that promise.
• Once it’s fixed, make another short call: “Is everything all right now?”
• Never offer money or a discount to remove a review. Fix the work first.

What not to do when asking for reviews

Asking for a review is ordinary courtesy, but a few lines must not be crossed:

• Don’t promise money, a discount or a gift for a review. Google Maps rules ban such reviews.
• Don’t ask only the customers who praise you: send the link to everyone who agrees.
• Don’t write reviews for customers or ask staff to write them.
• If they say “no”, don’t ask again.

After-service calls with an AI operator

You upload the day’s completed jobs as an Excel file or send them from your CRM, and Sado’s outbound calls talk live with each customer in Uzbek or Russian: rating, reason, agreement to a review and the next service date. The answers go into the portal as separate fields and download to Excel. A manager sees the low ratings and calls back the same day; your staff send the review link.

If you use Bitrix24, the outcome goes into the deal in the CRM. A customer who says “don’t call me” isn’t called again. And when customers call you, the AI operator for incoming calls answers. Try it live or call 78 778 01 23.

Questions