Review generation Ask everyone. Reply to everyone.
Review generation is not a campaign you run once. It is a habit: every customer invited, at the moment the work is finished, through a link that opens the review box in one tap — and a reply written under every review that arrives, good or bad.
250+ live client engagements · Melbourne-based, working across Australia, the UK, the UAE, Saudi Arabia and New Zealand · First call inside one business day
Seven reasons
the reviews stopped.
None of these are exotic. They are what we find on almost every profile we open, and every one is a process problem rather than a customer problem.
The reviews stopped two years ago
Recency counts, not just the total. A business with forty reviews and none this year loses to one with eighteen and four last month — and a quiet profile reads like a quiet business.
Nobody asks, because nobody owns the asking
It sits on the job sheet as a line nobody reads, so it happens when somebody remembers. Asking is a task with a person attached, or it is not a task.
The request goes out from an office, four days later
The customer has paid, moved on and forgotten which company came. The email arrives from an address they do not recognise, about a job they can no longer picture.
The link lands on the homepage
They wanted to help, tapped, arrived at a website and gave up hunting for where to write the thing. Every step between the tap and the review box loses somebody willing.
Negative reviews sit unanswered for months
The one place a business gets to speak for itself in public, left blank. A reader sees a complaint and silence, and fills the silence in themselves.
The one bad review was answered defensively
A long, aggrieved reply that disputes the account and lists dates. It is now the most-read thing on the profile, and it does more damage than the review it was written to correct.
The best customers have never once been asked
Eight years of work for the same client, hundreds of jobs, and not one invitation to say so. The people most likely to write something worth reading are the ones nobody thought to ask.
One tap. Nobody skipped.
A review system is a small number of decisions repeated without fail. Who asks, when, through what link, and who writes the reply. Get those four right and the rest of this page is detail.
1
tap to the review box
A short link that opens the review box itself on a phone. No app to download, no login to hunt for, no code that lands somewhere else first. Every step you add loses somebody willing.
0
customers left out of the ask
Everyone gets asked, every completed job, however you think it went. A rating built from everyone who used you is the only one that means anything — and a business that asks only the customers it expects to be pleased ends up with a number it cannot learn from and a profile at risk.
3
things that actually move
Volume, recency and response rate. Nearly everything else is downstream of those three, and all three are habits rather than projects.
100%
of reviews get a reply
Good and bad, on a standing rule rather than only when one stings. The reply is the only part of the profile you write, and the person choosing between you and the business under you reads it.
5
stars on the scale
Google's scale, and the reviewer keeps control — the review is tied to their account and they can edit or remove it themselves. One number, assembled from however many people you invited.
2
things offered at the end of a job
The review link, and a direct line to whoever can fix it if something went wrong. Both, to everyone, at the same time. Neither replaces the other.
The reply is written for the next reader, not for the reviewer.
By the time you answer a complaint, the person who wrote it has usually made up their mind. The audience is the stranger scrolling three weeks later, and what they are reading is how you behave when something goes wrong.
So the shape is fixed. Acknowledge it, be specific about what happened, say what has changed since, offer a direct line, and stop. Never argue, never mention what the customer paid or what was said privately, never post a rebuttal. A calm, specific reply under a negative review does more for a business than the review itself costs it.
Australia · UK · KSA · UAE · NZ
250+
Active client engagements
Search, paid media, web and tracking under one roof
Google reviews
5.0
Rating across every review
We run our own review system on ourselves before we sell you one
The SoudCoh Standard v1.0
41
Clauses published in full
The operating rules, written down where you can read them first
Firm-level figures from the SoudCoh record, not campaign forecasts. We publish no review case study, so no rating, count or recency figure is claimed on this page — your own starting position is what we report against.
Ten things happen on a review engagement. Here they are, in order.
This is the part most agency pages keep vague, and it is the only part that decides whether any of it works. So it is written down.
Decide who owns the asking, and when
A name, a moment and a rule — the tradesperson at handover, the office when the invoice is raised, the account manager at a scheduled service. Asking becomes a job with a person attached instead of something everybody assumed somebody else did.
Wire the request into the moment the work finishes
It goes out while the customer is still standing in the result, not a week later from an office. Where completion is not a single event — a staged build, an ongoing contract — the second-best moment is the first milestone the customer can see and touch, and that becomes the trigger.
Test the short link on a real phone
Somebody taps it on mobile data and confirms it opens the review box. Not the homepage, not a login screen, not a code that leads to a menu. It takes ten minutes, and it is the most common reason a good request produces nothing.
Write the ask in your own words
Sent by the person who did the work wherever possible. A good ask sounds like the conversation you just had: it names the job, says why the review helps, and runs to a sentence or two. A template ask sounds like a template, and people can tell instantly.
Every customer, no exceptions
Everyone who had work done gets invited, including the jobs that ran late and the ones that were difficult. It is the only version that gives you a rating you can read, and the only version the platforms permit.
Answer every review already on the profile
Before a single new request goes out. Years of unanswered reviews are the first thing a reader meets, and the profile usually improves visibly from that alone.
Set a reply standard for the difficult ones
Who writes them, how fast, and what a good one looks like: acknowledge it, be specific, say what has changed, offer the direct line, stop. Never argue, never mention what the customer paid or what was said privately, never post a rebuttal. Never sent in the first hour.
Offer a direct resolution path alongside — never instead
An unhappy customer should be able to reach the owner and get the problem fixed, and that path is offered to everyone at the same time as the invitation to review. It does not replace it. Fix the job, and ask for the review anyway — a business confident enough to do both ends up with a better rating than one managing its inbox.
Watch the platforms that matter to your trade
Google first, because that is where most people look. Then the two or three your buyers actually check, with the same reply standard on each rather than one profile maintained and the rest left running.
Hand the whole thing over
The trigger, the link, the wording, the reply standard and the schedule, documented and running inside your own systems. If you stop working with us the asking keeps happening.
What we will not do, so you can hold us to it: we do not buy reviews, we do not write reviews, we do not attach a discount or a prize draw to a request, and we do not ask customers selectively. All of that breaches the platforms' rules, and it leaves you with a rating that describes your choosing rather than your work.
The first ninety days, honestly.
- Week 0
The audit and the first call
We read every profile carrying your name as it stands — the count, the average, the date of the most recent review, how many carry a reply — and agree what your starting position is. Everything afterwards is measured against it.
- Week 1
Every existing review gets a reply
Working back from the newest, in your voice, with the difficult ones drafted for your approval first. It is the fastest visible change on the engagement and it needs nobody's permission but yours.
- Weeks 2–4
The ask goes into the job
We choose the moment, name the owner, write the wording, build the short link and test it on a phone. It runs on a handful of real jobs before it runs on all of them.
- Weeks 4–8
Everyone, every job
The request goes to every completed job, plus the past customers worth asking, and the reply standard runs on whatever arrives. This part has to survive a busy fortnight, so we watch it through one.
- Weeks 8–12
The three numbers move, or we say why
Volume, recency and response rate, read against the position you started from. Where one is flat we name which part of the process is not happening — almost always the moment, the link or the owner.
- From there
Rhythm
It runs without us. We report on a fixed cadence against your own starting position, keep the reply standard current, and check the link still works every time your website changes.
You keep the audit findings whether or not you hire us, and we ask for manager access to your Business Profile rather than ownership. The keys stay with you.
Review work lives in two of the six stages.
Compound is how our team works on any account — six stages every change passes through. A review engagement puts most of its weight on these two.
Sweep
Waste is found daily, named, and priced.
Here the sweep is the profile itself: reviews sitting unanswered, a request that quietly stopped firing, a short link broken by a website change, a platform nobody has opened in a year. Small, unglamorous, and the whole difference between a system and a burst of enthusiasm.
Statement
A fixed rhythm, good news or bad.
Reviews are reported against where you started — the count, the average and the date of the most recent one on the day we began. You get what arrived, what was replied to and how fast, including the periods where a quiet month was a quiet month.
What we publish.
The tiles below are published lead-generation accounts, and each says so. We publish no review case study, so there is no rating on this page pretending to be yours. Review work is reported against your own starting position — the count, the average and the date of the most recent review on the day we began.
- Lead generation · Cleaning · Melbourne138jobs booked in 41 daysA$20.43 cost per job · 21.20% conversion rate · A$2,819.92 ad spendPink Flamingo
- Lead generation · Carpet cleaning · Perth53jobs in the first 15 daysA$24.92 cost per job · brand-new account, no conversion history at launchCleanetic
- Organic and paid · Commercial cleaning · Sydney80%boost in organic traffic65% more qualified leads · twice the quote-form submissions off the same service areaOperaShine
- Lead generation · Trades · Sydney36jobs booked in 24 daysJob-type campaign split · first quotes by day 3Sydney Fence Painting
Before you ask us anything
Here is what everybody asks first.
Reviews, answered.
Timing, volume, replies, fake reviews, what it costs, and what happens to the system if we part ways.
The first call is free and there is no deck.
Book a free strategy callReviews are one part of how a stranger decides.
They work hardest when the things around them are working too. Lead generation is the page that puts search, paid, pages and follow-up together.
- Google Business Profile managementThe profile the reviews land on — categories, services, photos, hours, posts and what to do when it gets suspended. Reviews sit on top of it.
- Local SEOReviews are one input into where you appear in the map results. This is the rest of it: proximity, citations, service areas and the pages underneath.
- Where the request fires fromThe ask has to leave from somewhere. If it is going to be automatic and still sound like a person wrote it, it leaves from here.
- Counting what the profile producesSomebody who chose you off the profile and tapped call never fills in a form. Nothing here can claim a cost per enquiry without this underneath it.
- Conversion rate optimisationThe reviews get a stranger to your site. What happens in the next fifteen seconds decides whether they call, and that is a separate job.
- SEO servicesThe hub that compares local, international, e-commerce and AI search side by side, if the real question is how people find you at all.
- Reviews for plumbers specificallyEmergency trades are chosen off a profile read at ten at night. Same method, with the job values and vocabulary of one industry.
Three parts of this work have a briefing of their own: asking for reviews at scale without sounding automated, the follow-up sequences that re-book a customer rather than chase them, and what a message has to do to get answered at all. For the reporting side, what a good agency reports on every month sets out the standard we hold ourselves to.
Read your reviews with us
We open every profile carrying your name, count what is there, check how many have a reply and how recent the newest one is, and hand you the list.
No pitch deck. No upsell. A real conversation and a written list of what is missing.