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Poor communication kills reviews and referrals. Customers left in the dark complain, leave bad reviews, and do not refer. This playbook shows how AI agents keep customers informed, gather feedback, and generate 3-5x more positive reviews.
✔️ Contractors and remodelers who want more 5-star reviews and referrals
✔️ Project managers tired of answering the same customer questions repeatedly
✔️ Business owners losing referral opportunities because customers do not know how to leave reviewsIf your team is:
✔️ Getting complaints like "I never knew when you were coming" or "No one kept me updated"
✔️ Spending hours answering texts and calls with project status questions
✔️ Struggling to get customers to leave Google/Yelp reviews after project completion...this is for you.
The Problem:
Customers feel out of the loop—do not know project status, when crews will arrive, when it will be done.• PMs and crews too busy to proactively update every customer.• After project completes, happy customers do not leave reviews (do not think to do it, do not know where).• Referrals happen by chance, not by design.
Target Outcomes:
✔️ Proactive updates to customers at every milestone (crew scheduled, arrival in 30 min, work complete today, etc.).
✔️ Answer common questions automatically ("When will you be here?" "What is next?" "When will it be done?").
✔️ Increase Google/Yelp reviews by 3-5x (automated review requests at the right time).
✔️ Generate 40-50% more referrals (satisfied customers actively prompted to refer).
✔️ Reduce customer support time by 70%** (AI handles routine questions).
1. Project Kickoff:
AI sends welcome message with project timeline, PM contact info, what to expect.
2. Ongoing Updates:
AI sends automated updates as project progresses (crew scheduled, materials ordered, inspection passed, 50% complete, etc.).
3. Proactive Q&A:
AI monitors customer messages and answers common questions.
4. Issue Escalation:
If customer raises concern, AI routes to PM immediately with context.
5. Completion & Review Request:
When project done, AI sends thank-you, asks for feedback, requests Google/Yelp review, offers referral incentive.
6. Follow-Up:
AI checks in at 30/60/90 days post-project and addresses any warranty issues.
Proactive Update Agent: Sends milestone updates based on project status. Personalized to each customer and project phase.
Q&A Agent: Answers customer questions via SMS/email. Handles common questions. Escalates complex questions to PM.
Review Request Agent: After project completion, sends review request at optimal time (3-7 days after completion). Provides direct links. Sends gentle reminders.
Referral Agent: After positive review, asks customer for referrals. Offers incentive. Tracks referral source.
Proactive Update Agent: Send clear, specific updates at key milestones. Never overpromise dates.
Review Request Agent: Request reviews from satisfied customers 3-7 days after completion. If customer gives negative feedback, DO NOT ask for review—escalate to resolve issue first.
Communication: Twilio (SMS), SendGrid (email).
Review Management: Birdeye, Podium, Reputation.com.
CRM: HubSpot, Salesforce, JobProgress.
Project Management: Buildertrend, CoConstruct.
Message Timing: Once per day max. Send 9am-6pm only. Respect opt-outs.
Review Ethics: Only request from positive experiences. Never incentivize 5-star specifically. Resolve issues before requesting review.
Escalation: Customer complaints → immediate PM notification.
Reviews: 5-10% before → 30-50% after (3-5x increase).
Referrals: 1-2/month → 5-10/month (40-50% increase).
Support Time: 10-15 hours/week → 3-5 hours/week (70% reduction).
Customer Satisfaction: 4.5+ / 5 target.
✔️ Contractors and remodelers who want more 5-star reviews and referrals
✔️ Project managers tired of answering the same customer questions repeatedly
✔️ Business owners losing referral opportunities because customers do not know how to leave reviewsIf your team is:
✔️ Getting complaints like "I never knew when you were coming" or "No one kept me updated"
✔️ Spending hours answering texts and calls with project status questions
✔️ Struggling to get customers to leave Google/Yelp reviews after project completion...this is for you.
Generic messages.
Use conversational language and specific project details.
Requesting reviews too early.
Wait 3-7 days.
Not following up on complaints.
Escalate immediately.
Incentivizing 5-star specifically.
Violates platform policies.
If you lack capacity for messaging automation and review management integrations, bring in a team with communication automation experience (4-6 weeks to production).
This playbook is based on patterns we use when deploying AI agent systems for home improvement companies.
If you'd like:
✔️ A system tailored to your specific workflows and tools
✔️ Integration with your existing software stack
✔️ Production-ready deployment in 6-8 weeks
