Reviews are one of the strongest signals for local rankings, and one of the first things customers check before calling you. Yet many good Sri Lankan businesses have only a handful, simply because they never ask. Here's how to build a steady flow of genuine reviews.
Why reviews matter
- They help you rank higher in Google Maps and the local pack.
- They're often the deciding factor when someone compares three nearby businesses.
- They tell you what customers value and what needs fixing.
Google looks at how many reviews you have, your average rating and how recent they are.
Step 1: Get your review link
In your Google Business Profile, find the option to ask for reviews or share review form. You'll get a short link that opens the review box directly. Save it somewhere your team can reach easily.
Step 2: Ask at the right moment
The best time to ask is right after a good experience:
- A hotel guest at checkout, or the day after they leave
- A patient after a successful treatment
- A customer when their order is delivered
- A client when a project is signed off
Step 3: Make it easy, especially on WhatsApp
Most Sri Lankan customers are on WhatsApp. A short, friendly message with the link works well:
Thank you for choosing us! If you were happy with our service, a quick Google review would really help us. It takes less than a minute: [your link]
You can also:
- Put a QR code to the review link on receipts, counters and tables
- Add the link to email signatures and invoices
- Include it in follow-up messages after delivery
Step 4: Make asking a routine
Reviews come in steadily when asking is part of someone's job. Give one person responsibility, and track how many requests go out each week.
What not to do
Google's policies are strict, and breaking them can get reviews removed or your profile restricted:
- Don't offer rewards such as discounts for reviews.
- Don't write fake reviews or ask staff, friends and family to review you.
- Don't only ask happy customers through a filter ("review gating").
- Don't buy reviews. Ever.
How to reply to reviews
Reply to every review. It shows customers you care and keeps your profile active.
For positive reviews: thank them by name and mention something specific.
For negative reviews:
- Reply calmly and politely, within a day or two.
- Apologise for their experience without arguing in public.
- Offer to resolve it privately: "Please contact us on [number] so we can make this right."
- Fix the underlying problem if the complaint is fair.
A thoughtful reply to a negative review often impresses future customers more than a perfect five-star record.
Fake or abusive reviews
If you receive a review that breaks Google's policies, such as spam, hate speech or a review from someone who was never a customer, you can report it from your Business Profile. Removal isn't guaranteed, but policy-breaking reviews are often taken down.
Reviews on other sites
Depending on your industry, reviews on TripAdvisor, Booking.com, Facebook or industry platforms also matter to customers. Focus on Google first, then wherever your customers make decisions.
Reviews are a core part of ranking on Google Maps. Our Local plan includes a review collection plan and reply templates tailored to your business.