Ask clients for Google reviews automatically

Salone can email your clients a friendly request for a Google review a few days after you finish their kitchen, with a couple of polite reminders. You set it up once. After that it runs by itself every time an order is marked Complete.

Set it up

Paste your Google review link

Paste it into Google review link. It must start with https:// and be a google.com, g.page or goo.gl address. Nothing is ever sent until this is set.

Click to enlarge

The Google Reviews settings, filled in

×

From now on, every order you move to Complete starts a review request.

Exactly when the emails are sent

Day 0 is the moment you change an order's status to Complete. It doesn't matter how: the stage bar, the Status field, dragging the card on the Board, or Aida.

With the default settings, one client gets at most three emails:

If you set Reminders to 3, a third reminder follows at about day 15, with the same "Last note from us" wording. That is the maximum: four emails in total.

How the timing works:

• The first email goes out Wait before asking days after the order was marked Complete. With a wait of 0, it goes out within about an hour.
• Each reminder goes out Days between reminders days after the previous email was actually sent.
• Salone checks for emails to send about once an hour. So "day 3" means 3 days after you marked the order Complete, give or take about an hour. On a very busy day an email can go out a little later.
• There are no quiet hours. An email can arrive at any time of day, depending on when you marked the order Complete.

Which orders get a request

A request is created only if all of these are true at the moment the order becomes Complete:

• Review emails are turned on in Settings, with a Google review link.
• The client has an email address on file.
• That email address has not unsubscribed from your review emails.

If one is missing at that moment, no request is created for that order, and fixing it later (adding the email, turning the setting on) won't create one. Orders that were already Complete before you turned this on are not emailed either. Add-on orders never send review requests, and neither does an order that was created with the status Complete.

Each order gets one review request, ever. Moving an order back and forth to Complete never sends a second set of emails.

What stops the emails

The reminders stop as soon as any of these happens:

• The client clicks Leave a review in the email. The order shows a green Clicked through badge. Salone ignores automatic link checks by email security software and clicks in the first couple of minutes after sending, so a scanner can't stop the reminders by mistake.
• The client unsubscribes using the link in the email footer.
• You click Mark as reviewed or Stop reminders on the order.
• All emails have been sent.
• The order leaves Complete before the first email goes out. The request is paused. If you mark it Complete again, the timer starts over from that day. Once the first email has gone out, changing the status no longer stops the reminders. Use Stop reminders instead.

Follow a request on the order

Open the order and go to the Files tab. The Google review box shows where the request stands, for example:

• "First email goes out in 3 days."
• "First email sent ... Next reminder ..."
• "Client opened the review link. No more reminders."
• "All 3 emails sent, no response. Nothing more will go out."

It also shows the address the emails go to. While a request is still running you'll see Mark as reviewed and Stop reminders. Anyone on your team can use them.

If the client already left a review, or told you they don't want emails, click one of these so no more reminders go out.

What the client receives

Each email comes from your company name. It greets the client by the first name of the contact person, has a Leave a review button plus the link, and is signed with your company name. The footer has your postal address and an Unsubscribe from these emails link.

The first email thanks the client for choosing you and asks for a review. The reminders are short and low pressure. When there are two or more reminders, the final one says it is the last time you'll ask.

Unsubscribing

The client clicks the footer link and then the Unsubscribe button on the page that opens. Just opening the page does nothing.

An unsubscribe applies to that email address across your whole showroom. It stops this request and any review requests for that person's future orders. It only affects review emails, not quotes. There is currently no screen to see or undo unsubscribes.

Changing settings later

• A new Wait before asking applies to orders marked Complete after you save. Requests already waiting keep their original date.
• A new number of Reminders also applies to requests that are already running. For example, setting it to 0 means no more reminders for anyone.
• A new Days between reminders applies from the next email sent. A reminder that is already scheduled keeps its date.
• If you untick the main checkbox, waiting emails are held, not cancelled. They go out when you tick it again, so emails that were due in the meantime are sent soon after.

Good to know

• Make sure the client's email is right before you mark the order Complete. The request uses the email on file at that moment.
• If an email can't be sent, Salone tries again a few times over the next hours. If it keeps failing, the box on the order says "Sending failed repeatedly. Check the email address." Salone can't tell when an email bounces, so reminders keep going to a wrong address. If you spot one, click Stop reminders.