How to Use Google Reviews to Build Trust with Sellers and Buyers

Google Reviews can help you win more listings and attract more buyers. People trust the words of other locals. When someone searches your name or your agency, those star ratings and comments appear right away. With a simple plan, you can turn kind words into proof that you are the right choice.

Why Google Reviews matter

When a person looks for an agent, they compare. Reviews make that choice feel safe. Strong public feedback shows that you deliver, not just claim.

Key benefits

• Your name appears higher in local search results

• Sellers feel more confident to invite you in

• Buyers feel safe to make contact and book inspections

• Your average star rating becomes a simple signal of quality

• Your replies show your style, care, and speed

Set up and prepare your profile for reviews

Before you ask for reviews, make sure your Google Business Profile is neat and complete.

Do this first

• Confirm your business name, phone, and address are correct

• Add your service areas by suburb and region

• Upload clear photos of you, your team, your office, and local landmarks

• Add your opening hours and a short, friendly description of your services

• Turn on messaging if you will reply quickly

• Create a custom short link for reviews inside your profile. You will use this link in emails, texts, and QR codes

Quality rules to follow

• Never create fake reviews

• Never ask staff to post reviews unless they are genuine customers

• Never offer gifts in return for reviews

• Keep private information private when you reply

The best times to ask for a review

Timing is everything. Ask when the client feels happy and supported.

Great moments to ask

• After a successful sale or settlement

• When a buyer gets the keys

• After a strong price result at auction

• After a smooth leasing process

• When you solve a problem quickly and fairly

• After a positive open home experience

Match the timing to the emotion. Ask while the good feeling is fresh.

How to ask for reviews with simple scripts

Make your message short, kind, and very clear. Always include your direct review link.

Email script
Subject: Thank you and a small favour
Hi [First Name]
Working with you on [property or service] was a pleasure. If you have two minutes, could you share a quick Google review about your experience. Your words help others feel confident to reach out.
Here is the link to leave a review
Thank you again, and if I can help with anything, please let me know.
[Your Name]
[Mobile]

SMS script
Hi [First Name]. Thank you for trusting me with [property or service]. A short Google review would mean a lot. Here is the link. Thank you, [Your Name].

In person script
Thank you for today. If you feel I looked after you well, would you mind sharing a quick Google review. It helps other locals choose with confidence. I will text you the link now.

For buyers who missed out
I am sorry this one was not the right home. If you felt I kept you informed and treated you fairly, a short Google review would help others know what to expect when they work with me. Here is the link.

Make it easy to leave a review

People are busy. Remove friction.

Ways to smooth the path

• Add your review link to your email signature

• Place a QR code on your open home sign in table and thank you cards

• Include the link in your settlement gift card

• Add a call to action on your website and Facebook page

• Save a review request text in your phone so you can send it in seconds

• Use your CRM to send the request 24 hours after settlement

Tip
Ask for a sentence on your service, a sentence on the outcome, and a sentence on what felt different with you. This often leads to rich, helpful reviews.

How to reply to every review

Reply to every single review. Your reply is not only for the reviewer. It is for the next person who is checking you out.

What to include in your reply

• Use their first name

• Say thank you in a warm tone

• Reflect one detail from their experience

• Invite them to reach out if they need help again

• Keep it short and human

Example reply to a five star review
Thank you, Sarah. Working with you on 12 Park Street was a joy. I am so glad the timing and price worked out. If you ever need help again, I am here.

Handling unhappy feedback

A calm and fair reply can turn a hard moment into trust. Do not argue. Do not share private details.

Steps

1. Breathe and read the review slowly

2. Thank them for the feedback and acknowledge their concern

3. Offer to move the conversation to phone or email

4. Solve the issue if you can, then ask if they would consider updating their review

Example reply to a low star review
Thank you for sharing this, John. I am sorry we did not meet your expectations at the open home. I would like to understand and fix this. Please call me on [number] or email [address]. I appreciate the chance to make this right.

If the review is false or abusive

• Flag it in your Google Business Profile for review

• Keep a record of what happened

• Do not attack the person in public

• Post a simple, calm reply that shows you care and invites contact

How to use reviews in marketing and trust building

Do not let your reviews sit on Google alone. Bring them into your daily work.

Practical ideas

• Add a review slide to every listing presentation

• Print three short reviews on your pre listing kit

• Share one review per week on Facebook, Instagram, and LinkedIn with a simple caption

• Place your average star rating in your email signature

• Add a reviews page to your website with a link back to your Google profile

• Use reviews as proof points in appraisal letters and price update emails

• Show recent suburb specific reviews to win local trust

• Display a review card at open homes near the sign in sheet

Make reviews easy to read. Use a face photo if the client gives permission. Use suburb name rather than full address to protect privacy. Keep it clean and real.

Build a repeatable review system

A system will give you consistent results all year.

Weekly rhythm

• Monday, share one review on social media

• Tuesday, send two review requests to recent contacts

• Wednesday, reply to all new reviews

• Thursday, add one review to a listing presentation

• Friday, check your average rating and notes in your CRM

• Saturday, place a QR code at each open home

• Sunday, review what worked and plan your next requests

Team roles

• Agent asks in person

• Associate sends the link and follows up

• Admin tracks numbers and prepares graphics for social posts

• Everyone replies to reviews within 48 hours

Templates to store in your CRM

• Email review request

• SMS review request

• Thank you reply to five star

• Calm reply to low star

• Monthly summary of new reviews for your newsletter

What not to do

Protect your reputation by avoiding risky habits.

Avoid these

• Do not offer money, gift cards, or discounts in return for a review

• Do not post reviews for yourself or ask friends who never used your service

• Do not copy and paste the same reply to every review

• Do not share private details in public replies

• Do not argue online. Move the chat to phone or email

• Do not ignore reviews. Silence looks careless

Metrics to track and improve

What gets measured improves. Review your numbers each month.

Key metrics

• New reviews added

• Average star rating

• Response time to each review

• Profile views from Google search and maps

• Calls and website clicks from your profile

• Conversions at listing presentations when you use reviews as proof

How to read the numbers

• If you have very few reviews, set a goal of four per month for three months

• If your average is below four point five, focus on service recovery and better timing when you ask

• If response time is slow, set calendar reminders twice a week

A simple 30 day action plan

Week 1

• Clean and complete your Google Business Profile

• Create your short review link and a QR code

• Save your email and SMS scripts in your CRM and phone

• Add the review link to your email signature and website

Week 2

• Ask five past clients for a review

• Place QR codes at your open homes

• Reply to every new review within 24 hours

• Design one square graphic template to share reviews on social media

Week 3

• Ask five current sellers and buyers for a review

• Add three strong reviews to your listing presentation

• Share one review on social media and tag the suburb

Week 4

• Review your metrics and update your scripts

• Record a 60 second video that thanks clients for their support and invites reviews

• Set a monthly target for new reviews and book a weekly reminder

Compliance and privacy made simple

Follow simple rules to keep trust high.

Guidelines

• Do not publish private details in replies. Use first names only unless you have clear consent

• Keep your language fair and honest

• Under consumer law, reviews must be genuine. Do not mislead or pressure people

• If a review mentions a dispute, invite the person to contact you directly so you can resolve it in private

Extra prompts you can use with AI tools

You can use AI to polish your replies. Copy and paste these prompts.

Polite thank you reply prompt
Write a warm, 40 word reply to this five star review. Use the person’s first name. Mention the suburb. Invite them to reach out again. Keep it human and simple. Here is the review text. [paste review]

Calm service recovery reply prompt
Write a calm, 60 word reply to this two star review. Thank them. Acknowledge the concern. Invite a phone call to resolve it. Avoid private details. Here is the review text. [paste review]

Social media caption prompt
Write a short social caption that shares this client review. Add the suburb and a gentle call to action to book an appraisal. Keep it to two sentences. Here is the review. [paste review]

Bring it all together

Google Reviews are a living record of your care, skill, and results. With a clear link, kind scripts, and fast replies, you can build trust every week. Sellers will feel safe inviting you in. Buyers will feel welcome at your opens. Keep your system simple, honest, and steady. The stars will follow.

Author Ken Hobson