The short answer

Most happy customers will leave a review if you ask at the right moment and make it easy. Ask everyone, not just the people you expect to be happy. Reply to every review within a few days, keep replies short and specific, and never trade anything for a review.

Why reviews matter

  • Nearly everyone reads them. Only 4% of consumers say they never read online reviews for local businesses (BrightLocal).
  • Most people will write one. 96% of consumers say they're open to writing a business a review (BrightLocal).
  • Replies are expected. Only 7% say they don't expect businesses to respond, and 63% expect a reply within two or three days to a week (BrightLocal).
  • They help you get found. Google says more reviews and positive ratings can help your local ranking (Google).

Asking

  • Ask at the high point. For a property: after move-in, after a repair is finished, at renewal. For a service business: when the job is done and the customer is happy with it.
  • Ask everyone in that moment, not just the customers you think liked you. Google's policy bars selectively asking for positive reviews.
  • Make it one tap. Use your Google review link or a QR code. Google recommends both.
  • Ask by email first, in person second. In BrightLocal's 2025 survey, email was the request people were most likely to respond to (40%), followed by being asked in person (27%).
  • Ask once, maybe remind once. A second nudge a few days later is plenty.
  • Never offer anything in exchange. No discounts, gift cards, raffle entries or rent credits for reviews. Google prohibits it, and the FTC's 2024 rule bans incentives conditioned on a positive or negative review.
  • Keep insiders out. Google treats reviews from current or former employees as a conflict of interest, and the FTC requires insiders to disclose their connection to the business.

Answering

  • Reply within a few days, to good reviews and bad ones.
  • Use their name and their details. Google advises against sending everyone the same "thank you."
  • Keep it short and simple. A sentence or two of thanks, or an update that helps.
  • For a negative review, acknowledge and take it offline. Say you're sorry it happened and give a direct way to reach a manager.
  • Don't share private details. Never confirm a lease, account, balance or case in a public reply.
  • Skip the sales pitch. Google recommends against using replies to offer deals or promotions.
  • Never threaten a reviewer. The FTC rule bans using unfounded legal threats or intimidation to remove a negative review.

Showcasing

  • Quote real reviews on your website, with the reviewer's first name and the date, and link to the full profile.
  • Use them in your emails and leasing materials, with permission where your policy calls for it.
  • Share them with your team. A named shout-out in a review is the easiest recognition you can give.
  • Show the whole picture. The FTC rule bans claiming your displayed reviews represent most or all reviews when negative ones were left out.
  • Learn from the patterns. Three reviews about the same slow repair or unanswered phone is a process to fix.

How YesOneOne helps

Reviews reflect the experience, and much of the experience is whether someone answered. Bob answers maintenance calls around the clock, Kat handles routine resident questions and Emma picks up for home and professional services. Every caller gets a fast, consistent answer, which is the kind of experience people write about.

See how YesOneOne answers every call, day or night.

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Sources

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