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How to get Google reviews and reply to them, without breaking the rules

Short answer: ask every customer for a review right after you finish the job, using a link or QR code for your Google profile. Don't offer anything in return, don't pick only happy customers, and reply to every review, including the bad ones. Google says more reviews and good ratings can help your local ranking, and the FTC penalizes fake or bought reviews.

Data as of

How many reviews businesses in your trade have in Miami-Dade

Among licensed providers we found on Google Maps, half have fewer reviews than these numbers (median):

Trade Providers with reviews in the sample Median reviews With fewer than 10 reviews
Driving schools 46 207 2
Movers 67 50 9
Roofing 22 16 8
Air conditioning 30 12 13
Tax / ITIN 30 8.5 16
Plumbing 22 5 14

In A/C, plumbing and tax services, a few dozen real reviews already puts you above half of the licensed businesses in the sample.

Source: Valaku review of 500 providers with an active license or registration in Miami-Dade, Google Maps lookup on Oct 20, 2026 (review counts read at the time; not stored). Only includes businesses we found on Maps.

How to ask for reviews (what Google allows)

  1. Get your review link or QR code from your Google Business Profile ("Ask for reviews"). That's exactly what Google recommends.
  2. Ask everyone, at the right moment: when the job is done and the customer sees the result. Send the link by WhatsApp, text or email (if they agreed to hear from you).
  3. Make it easy, in their language. A short message in Spanish or English, depending on how the customer talks to you.
  4. Remind them they need a Google Account: they can create one with any email, no Gmail required.

Sample message (adapt it):

Hi [name], thanks for trusting [your business]. If you have a minute, would you share your experience on Google? It really helps neighbors find us: [link]. If anything didn't go right, tell me and we'll fix it.

What you can't do

Under Google Maps rules:

  • Offer any incentive (money, discounts, free services) for a review, or to change or remove a bad one.
  • Ask only happy customers for reviews, or discourage negative ones.
  • Pressure customers to write it on the spot in front of you, or ask them to say something specific.
  • Have employees, relatives or competitors leave reviews (conflict of interest), or set staff quotas for reviews.

Under the FTC's rule on consumer reviews and testimonials (16 CFR Part 465, in effect since Oct 21, 2024):

  • Buying, selling or creating fake reviews is prohibited.
  • Giving incentives for reviews conditioned on a particular sentiment (positive or negative) is prohibited.
  • Using threats, intimidation or false accusations to prevent or remove a review is prohibited.
  • The rule lets courts impose civil penalties for knowing violations.

Note: the FTC allows some incentives that don't depend on the review being positive, but Google bans all of them for its reviews. On Google, the rule is simple: nothing in return.

How to reply to reviews

Google recommends professional, short, personal replies with no promotions, and valuing every review: it says a mix of positive and negative feedback often feels more trustworthy.

To a positive review:

Thank you, [name]! Glad your AC in [neighborhood] is running well. We're here if you need anything. — [your name]

To a negative review:

  1. Reply promptly and calmly, never in the heat of the moment.
  2. Thank them and acknowledge what happened, without sharing private customer details.
  3. Explain what you can and can't do (if it wasn't your fault, say so respectfully).
  4. Offer to continue by phone or email.

Hi [name], I'm sorry the visit didn't solve the problem. We'd like to take another look: call us at [phone] or email [email] and we'll schedule a new visit. — [your name], [title]

If a review violates Google's policies (for example, it's from someone who was never a customer, or it's abusive), you can report it from your profile. Don't reply with legal threats: besides looking bad, the FTC prohibits groundless threats to get a review removed.

FAQ

Can I give a discount to customers who leave a Google review? No. Google prohibits any incentive in exchange for reviews, whatever the content.

Can I ask only satisfied customers for reviews? No. Google doesn't allow selectively soliciting positive reviews. Ask everyone.

What do I do about a fake review? Report it from your Google profile and reply calmly, explaining you can't find that person among your customers.

Do reviews help me rank higher? Google says prominence is based partly on how many reviews you have, and that more reviews and good ratings can help your local ranking.

Sources (accessed Oct 20, 2026): Google Business Profile Help, "Tips to get more reviews" (support.google.com/business/answer/3474122) and "Tips to improve your local ranking on Google" (answer/7091); Maps User Generated Content Policy, "Prohibited & restricted content" (support.google.com/contributionpolicy/answer/7400114); FTC, Trade Regulation Rule on the Use of Consumer Reviews and Testimonials, 16 CFR Part 465 (89 FR 68034, Aug 22, 2024) and "Consumer Reviews and Testimonials Rule: Questions and Answers" (ftc.gov).

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