Collecting reviews after a visit
When to ask, how to moderate, and what to do with criticism so it does not go straight to the public page
A client leaves a review in their account on the online booking form. It then reaches the administrator for moderation, and only affects a specialist's rating once activated. Active reviews can optionally be shown on the booking form, and you decide whether the author's name appears with them.
Moderation before publication is the load-bearing part. A negative review reaches you before it reaches the next client, which buys you time to respond to the person while they are still your client.
When to ask
| Moment | Why then |
|---|---|
| 2 to 3 hours after the visit | The impression is fresh and the result is visible |
| The next morning | For services whose effect is judged later |
| Never on the spot | The client has not left yet and answers out of politeness |
Technically the ask is sent as a Remind-after reminder carrying a link; the review itself is left in the client account, not in the message.
Ask everyone, not the happy few
The temptation to ask only satisfied clients ruins the thing reviews are collected for. A rating made entirely of top marks reads as manufactured, and clients notice. A few calm four-star reviews are what make the rest credible.
What to do with criticism
- Do not publish it immediately. That is what moderation is for.
- Contact the client. Most criticism is about something fixable: they waited, something was misunderstood, nobody warned them about the price.
- Resolve it. People often offer to change the review themselves afterwards.
- Publish it if it is fair. A company's reply under a critical review persuades more than ten favorable ones.
A review you hid and ignored comes back on an external platform, where you have no moderation at all.
Reviews and surveys are different tools
A review is public and affects the rating. A survey is internal: it collects a structured answer before or after a visit, and the client does not expect anyone else to see it. For "what exactly went wrong" you want a survey, not a review.
Common questions
Do reviews affect a specialist's rating?
Yes, but only activated ones. An unactivated review has no effect.
Can reviews be shown on the booking form?
Yes, that is switched on separately, as is showing the author's details.
How many reviews are enough?
Freshness matters more than volume: ten reviews from the past month persuade better than two hundred from three years ago.
Should I also ask for Google reviews?
Yes, but that is a separate channel outside the system. Internal reviews drive the rating on your own booking form; external ones drive visibility in search.