The Art of the Ask

It seems like you’re asked to provide a review nearly everywhere you visit. Leave the doctor’s office? You have a text before you’re even out the door, and then you get several more reminders. Order something online? Email follow-ups. Take an online class? At least a few nudges, with the promise that they’re anonymous.

But reviews are becoming a requirement for businesses, and that means figuring out how to ask for them without being intrusive or making customers feel pressured — while still encouraging feedback that reflects a great experience, ideally five stars.

For many pool service pros, that’s easier said than done.

James Inglis, a service technician at Spartan Pool & Patio in Norman, Oklahoma, says that when he first started asking for reviews, it felt uncomfortable.

“It is much more natural if it occurs spontaneously — if the customer leaves the review on their own without you having to ask,” he says. “[The ask] is just not something we do in our daily lives, unless you’re a salesman.”

Inglis says discomfort often comes down to simple unfamiliarity.

“They haven’t done it before,” he says. “People are intimidated by things they’ve never tried.”

For many technicians, asking for reviews seems unnatural, especially early on, when it doesn’t yet feel like part of the job.

That awkwardness is common, Inglis adds, especially for technicians who take pride in solving problems, not delivering a sales pitch at the end of a service call.

Still, he says, even great service doesn’t always translate into online feedback unless someone makes the request.

Timing matters

Inglis suggests waiting for the job to be complete before bringing up reviews. The best moment is often when the customer can see the result and feels relieved that the issue is handled.

For Inglis, the review request works best when it’s built on trust and long-term service.

“Having integrity is really important if you intend on having a customer long term,” he says. 

That means addressing problems proactively — not upselling for the sake of upselling but helping customers avoid bigger headaches later. Highlighting small services performed beyond the initial scope of work can also reinforce value.

A common example is something homeowners may never notice: worn O-rings on an actuated valve. Inglis says those small parts can fail more quickly during freeze protection cycles, leading to air leaks, water loss and bigger equipment problems.

“It’s a small thing, but it is [inexpensive] to fix and takes minutes to replace, so just replace it,” Inglis says. “Usually, I frame it to the customer as ‘I hope you don’t mind, but I took the liberty of doing this for you because this is important.’”

Approaching it that way keeps the conversation centered on service, not self-promotion.

Part of the value service pros provide, Inglis says, is seeing what homeowners can’t.

“The customer doesn’t know — that’s why they’re calling you,” he says.

Natural moments

Sometimes the opportunity presents itself without much effort.

If a customer calls frantically because they want to use their pool soon for an event, but something isn’t working, a quick fix can turn the technician into a hero.

In those moments, the review request doesn’t feel like marketing — it’s a natural follow-up to helping someone out.

Inglis says those emergency-style calls often create the clearest opening for a review request, because customers are grateful beyond the bill itself.

Reading the room

Inglis says timing is only part of the equation — technicians also have to read the customer.

If someone is friendly, grateful and engaged, he’s more likely to ask.

“If I feel that I have a good rapport with the customer, they’re primed,” he says.

If the customer seems irritated, curt or taken aback by the cost, he won’t push it. But even in tense situations, empathy can change the dynamic.

“Everybody just wants to be heard,” Inglis says. “It’s always about being on their team.”

That mindset helps the request feel less like a transaction and more like a relationship.

When the customer isn’t home

Sarah Richardson, assistant operations manager at Richard’s Total Backyard Solutions in Texas, has found that asking for reviews can be tricky because customers aren’t always home during service visits. 

That disconnect can make it harder for technicians to know whether the customer has even seen the work yet.

In those cases, Richardson says follow-up communication, whether by text, email or phone call, can be just as effective.

Recently, the company started leaving QR codes on cards at customer homes when clients aren’t present.

“[The ask] is just not something we do in our daily lives… People are intimidated by things they’ve never tried.”

James Inglis, Spartan Pool & Patio

“We do promos for the technicians to get reviews,” Richardson says. “They get little SPIFFs [sales performance incentive fund] or gift cards for each review their name is mentioned in, and it ends up being a competition for them.”

Richardson says incentives can motivate technicians without pressuring customers, especially when paired with coaching.

They also work on training and role playing to make asking for reviews feel more natural. 

Instead of forcing a scripted pitch, Richardson says the goal is to build the request into normal conversation.

Technicians may chat with customers who seem pleased with the service, confirm that everything looks good, then mention the company is running a friendly competition for five-star reviews and name mentions.

Whoever receives the most reviews by the end of the period earns a bonus. Richardson says that approach often feels more comfortable because it benefits both the company and the technician.

Making it easy

Reviews can be requested through a customer portal, over text or with a QR code. Richardson adds that office staff can also support technicians in the field.

If a technician needs to head to the next job, they can ask a service coordinator to follow up with a direct review link, along with an overview of the work performed.

Many of Total Backyard Solutions’ customers have been with the company for 10 to 15 years, Richardson says, and longtime clients who have already left a review can always update it.

Knowing how important reviews are for businesses, some customers even ask if there’s anything they can do to help, such as providing a five-star review.

And while review requests matter, Inglis cautions against overdoing it.

“I let it go,” he says. “I don’t want to pester people.”

In most cases, one well-timed ask is enough. And Inglis says asking gets easier with repetition.

“The more you do it, the better you will get,” he says.

Ultimately, both Inglis and Richardson agree the strongest review strategy isn’t about scripts or pressure — it’s about communication, consistency and trust.

When customers feel taken care of and understand the value of the work, leaving a review becomes less of an awkward transaction and more of a simple way to say thank you.