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Home › The engines › Reputation Engine
Engine one of four
Three hours after you publish the report, the Reputation Engine asks that client for a review — and hands the unhappy ones a private way to reach you before anybody else hears about it. You don’t have to remember, and you don’t have to ask.
Why it never adds up
Not because clients won’t write them. Because asking out loud is awkward, the moment goes by fast, and three days later it feels strange to bring up out of nowhere.
So it happens in bursts. You make a real effort one month and pick up a handful. Then a busy stretch arrives, and asking is the first thing that falls off. A year goes by and the page looks exactly the same as it did.
She stood in the driveway and told you she was impressed. She’d have written it down that afternoon if anybody had asked her to.
And here is the part almost nobody knows. A wall of five-star reviews from three years ago is doing far less for you than you think it is. Buyers have started checking the dates.
The ask
Three hours later, the same ask goes to every client. Not the ones you remember. Not the ones you think will say something nice. Every one of them, on every job.
Nothing for you to press and nothing to remember. Publishing the report is the trigger, and it’s something you were doing anyway.
Long enough that she’s read the report and thought about it. Soon enough that you’re still the person who spent the morning at her house. This is the only text this system ever sends a homeowner — everything else is email.
Some clients never open a text from a number they don’t have saved. The email catches them, and it makes the same offer in the same words.
Door one
Straight through to the review page, no account to make and no hunting around for where to click.
Door two
Sitting right beside the first one, offered to every single client. Not hidden, and not conditional on how she’s feeling.
Sorting clients first and only asking the happy ones for a public review is called review gating. Google prohibits it and can pull down every review you’ve ever earned, and the Federal Trade Commission’s 2024 rule on consumer reviews addresses it directly. We don’t do it, and we won’t do it if you ask us to.
Why asking every time matters
Both — but freshness is the one that changed. A steady trickle arriving every week is now worth more than a pile that stopped two years ago.
97%
read reviews before choosing a local business.
47%
won’t consider a business with fewer than twenty reviews.
32%
only trust reviews written in the last two weeks.
42%
won’t use a business that never replies to its reviews.
Consumer figures: BrightLocal Local Consumer Review Survey 2026, a national panel of 1,002 U.S. adults, published February 2026.
Volume you can build once. Freshness you have to keep earning — on every job, forever.
Which is exactly the thing nobody sustains by hand. That’s not a discipline problem. It’s the reason this engine exists.
The reply
Buyers do — four in ten cross off a business that never replies. And now the AI tools read them too, when somebody asks one who to call for a home inspection.
We agree the approach with you up front — how you sound, what you want said, what you’d never say. After that the replies go out without landing on your to-do list.
A reply that names her, names the service she bought, and names the town it was in reads like a person wrote it. It also happens to be exactly what a search engine or an AI tool is reading when it decides whose name to give somebody.
What most businesses post
“Thanks for the kind words! We appreciate your business.”
Half of buyers say a canned reply puts them off. This is worse than saying nothing.
What goes out for you
“Thanks Sarah — glad the crawlspace moisture came up before you closed on the Brookhaven place. Give us a shout when you’re ready for the eleven-month warranty look.”
Door two
She takes the private door instead, and it lands in your Business Center — where you can see it, and where it’s still something you can do something about.
Here’s the thing worth understanding about an unhappy client. She usually doesn’t post anything at all. She just tells her agent. And you find out months later, when the referrals quietly stop and you have no idea why.
The public door protects your reputation. The private one protects your business.
Offering both isn’t a trick to keep bad reviews down — every client gets the same two choices and she picks. It’s that somebody who had a poor morning should be able to say so to the person who can fix it, rather than to the agent who was going to send you three more this year.
Getting going
Publish reports the way you already do. That’s the whole of it.
Every job Josh books arrives with the client’s details already on it. Publish the report and the ask is scheduled. There’s no list to keep and nobody to tick off.
The engines talk to each other. A client never gets a review request and a monthly piece in the same breath, and nobody hears from you more than once in any seven-day stretch.
Straight talk
It makes sure the ask happens. It has no say in the answer.
Plenty of people mean to and never get round to it, and that’s true no matter who is asking or how. What changes is that every client is offered the chance, on every job, instead of the handful you happened to think of.
If somebody wants to post one, she can, and nothing we do prevents it. The private door means most people who had a rough morning tell you first — but it’s a door, not a filter, and we wouldn’t build a filter.
Asking every client what she thought is a fine idea right up until you find out. If the same complaint keeps arriving, the system isn’t broken — it’s working, and it’s telling you something.
Where to next
The ask goes out, the reply goes up, and the private note comes to you — on every inspection, from the day you go live, whether it crossed your mind that week or not.