Pillar 2 — Run the Office
Review requests sent.
Sentiment monitored.
Reputation compounded.
Every completed job is a chance to ask for a review. Most operators ask sometimes — when they remember, when the tech remembers, when the day doesn’t get away from them. Reputation asks every time: right after the job, in plain English, in the customer’s voice. The reviews compound. The star average rises. The reputation that protects you from bad weeks — and protects your valuation at exit — builds itself.
THE REVIEW GAP
Most home-services shops ask for reviews on fewer than 30%¹ of completed jobs.
Asking feels like asking a favor. The tech finishes the job, gets in the truck, drives to the next stop — and the moment when the customer would have happily given five stars passes. By the time anyone remembers to ask, the customer has moved on to dinner, to bed, to the next thing. Meanwhile, the customer who had a bad day is the most motivated to post — and posts without anyone asking. Star averages drift down for shops that don’t ask. Star averages compound up for shops that do.
The math you’re not running: a shop doing 20 jobs a week generates roughly 1,000 review opportunities a year. Most shops ask on fewer than 30%¹ — that’s ~300 requests, maybe 100 reviews actually posted after natural attrition. The shop next door doing the same 20 jobs a week but asking every time (100% ask-rate × ~35% response rate²) generates ~350 reviews a year — 3.5× the count, zero new customers, zero new spend. Just one ask, every time, sent right after the job when the customer is still in the moment.
Customers were always going to leave reviews. Most operators never asked. Online reputation is your moat at exit — and you’ve been letting it leak.
WHAT REPUTATION DOES
Four steps from completed job to compounding review velocity.
Reputation runs four jobs in parallel for every completed appointment: requesting the review at the right moment, monitoring what comes back, drafting your response, and surfacing the patterns you’d never spot job-by-job. Operator approval gates anything that goes public. The compounding happens because nothing slips through the cracks.
- 1
Sends a review request after every completed job.
Within 2 hours of job completion — when the customer is still in the moment and response rates peak. Personalized SMS with the tech’s name, the service performed, and a one-tap link to your primary platform (Google by default, configurable per shop). Not sometimes. Not when someone remembers. Every. Single. Job.
- 2
Monitors incoming reviews + sentiment in real-time.
Every review hitting Google, Yelp, Facebook, or Angi gets scanned the moment it posts. 5-star reviews surface in a queue you can amplify. Anything under 4 stars triggers an immediate operator alert with the customer’s full service history, tech name, job notes, and equipment record — context attached before you ever open the response.
- 3
Drafts a response to every review.
Context-aware: pulls the customer’s service history, tech name, job specifics, and equipment. Plain English, customer’s voice, not a template. Operator approves with one tap before anything posts. Negative reviews get a draft + an escalation path — never auto-posted. Positive reviews still get a personal “thank you” so the conversation closes loop instead of trailing off.
- 4
Surfaces patterns + actionables in a weekly digest.
Which techs are pulling the most 5-stars. Which job types are bringing in 1-stars. Which customers had a service issue you should address proactively before they post. The patterns nobody sees job-by-job become obvious week-by-week. The Reputation Manager hands you the digest; you decide what to do with it.
THE PROOF
11 reviews in 6 months. 147 reviews in 90 days.
Temperature Pros Orlando deployed Reputation as the fifth agent in their Maximus team. Pre-deployment: 11 Google reviews from the prior 6 months — roughly 2 per month, almost all from customers who took the initiative to find our page on their own. Star average drifted whenever one of them was unhappy. The operator (me) had been telling myself for years that customers would leave reviews if we did good work. We were doing good work. They weren’t leaving reviews. We weren’t asking.
90 days after Reputation rolled out: 147 reviews. Same techs, same trades, same jobs, same customers we’d been serving for years. The only thing that changed: every customer got asked at the right moment, every time, in plain English. The reviews were always going to be there. We just needed a system that asked.
147
reviews collected at TP
90 days
from deployment
13×
more reviews than the prior 6 months
WHAT A REVIEW ESCALATION LOOKS LIKE
How a 2-star Google review becomes a 4-star comeback — in 6 minutes of operator time.
Negative reviews are the moment Reputation matters most. A 2-star review left unanswered drifts your star average and compounds into a search-rank penalty. A 2-star review responded to thoughtfully — within hours, with context, with a path to make it right — often becomes a 4-star comeback. The hardest part isn’t writing the response. It’s writing it fast, in the customer’s voice, with their service history in front of you. Reputation does all three.
Karen H. — Wednesday, 4:30 PM (Google review, 2 stars)
“Tech was nice but the bill came in higher than what I was quoted. Not happy.”
Reputation alert — Wednesday, 4:32 PM (to operator)
“⚠ 2-star Google review just posted by Karen H. on Mike’s job (capacitor replacement, last Tuesday). Customer says the final invoice didn’t match the original quote. Service history + invoice + tech notes attached. Draft response below — tap to approve, or edit first.”
Draft response (Reputation, ready for approval)
“Karen, thank you for the feedback. I’m sorry the final invoice didn’t match the original quote — that’s on us. Mike will be giving you a call this afternoon to walk through what was added and why, and to make it right. — Nirav, Temperature Pros”
[Operator approved at 4:38 PM. Public response posted to Google. Mike called Karen at 4:51 PM. Outcome: Karen updated her review to 4 stars + added “they made it right” comment. Original 2-star never compounded into a multi-star pattern. Operator hours on this thread: 6 minutes from alert to approval.]
Without Reputation, Karen’s 2-star would have sat on Google for days — drifting your star average, depressing your local search rank, and signaling to the next 50 prospects that something was wrong. The response that resolved it took 6 minutes of operator time. The pattern that would have compounded got caught at the moment it started.
THE BOUNDARIES
Routine review work. Automated. Anything sensitive comes to you.
Reputation handles the standard review work — requests, monitoring, response drafting, and pattern surfacing. Anything that requires judgment — a review mentioning safety concerns, a customer with prior dispute history, a 1-star from a commercial account where the relationship matters more than the response — gets flagged so you can handle it personally.
✓Reputation Manager handles
- Review request cadence (within 2 hours of job completion, configurable platform routing)
- Real-time review monitoring (Google, Yelp, Facebook, Angi)
- Response drafting for all incoming reviews (operator approval required before posting)
- Sentiment scoring + negative-review alerting (any review under 4 stars triggers an immediate operator alert)
- Service-history attachment on every alert (tech name, job notes, invoice, equipment record)
- Weekly digest of review patterns (per-tech 5-star leaders, per-job-type 1-star sources, customer-issue surfaces)
- Public response posting (operator-approved only — never auto-posted)
→Maximus flags for human approval
- Reviews mentioning safety concerns or legal threats
- Reviews from customers with prior dispute history (flagged from past notes)
- Reviews with potentially defamatory claims or factual disputes
- Reviews from competitors or suspected fake reviews (flagged for platform takedown)
- Commercial accounts with custom-language requirements (negotiated tone guidelines)
- 1-star reviews from active commercial accounts (relationship-sensitive)
- Anything where the draft response confidence score is below threshold (you write from scratch)
The judgment calls stay with you. The reviews that were always going to be there — finally requested every time, monitored every minute, drafted within seconds — that’s the agent’s job now.
Who you’re buying from
Nirav DoshiOwner, Temperature Pros Orlando · CDP partner since 2012
Reputation was the agent I should have deployed first, not fifth. For six months before Reputation, my shop had 11 reviews on Google — meaning 11 customers out of hundreds had bothered, and our star average drifted whenever one was unhappy. After 90 days with Reputation Manager: 147 reviews. Not because we changed anything operationally — same techs, same trades, same jobs — but because we finally asked every customer at the right moment, every time. The reviews were always going to be there. We just weren’t requesting them.
You’re not buying a one-man-show. Maximus is built and operated by Complete Data Products — a 35-year-old technology company my brother and I bought in 2012. We’ve shipped AI and data systems for Fortune 500 clients since long before AI was a buzzword. Tech lead Jason Darling has been at CDP for 22 years — predates my ownership; institutional memory you can’t buy. Operations lead Kait Kluz joined 8 years ago when we rebuilt around AI; she’s the person making sure the team ships what we sell. Founding 20 customers get me directly on application and during onboarding; the org is here for everything after.
Frequently asked
Questions contractors ask about Reputation.
What if a customer doesn't reply to the review request?
Does it work for Google specifically? What about Yelp, Facebook, Angi?
What about negative reviews — does it auto-respond?
Won't customers feel pushed if I ask for a review on every job?
What if a review mentions a legal or safety issue?
When the reviews actually get requested.
The reviews you were always going to get. Finally requested.
Reputation is included in every Maximus subscription — Founding 20 ($497/mo or 8% recovered, whichever’s higher) or Standard ($697/mo or 10%). The math has to work or you don’t pay. 90-day money-back guarantee on the entire team.
Founding 20 — limited·$497/mo or 8% recovered·90-day money-back·48-hour deploy
Same techs. Same trades. Same jobs. Same customers. Asked every time, at the right moment, in plain English.
Footnotes
- ¹ Fewer than 30% of completed home-services jobs result in a review request. Aggregated from home-services review-management benchmarks (similar provenance to /agents v2.1 footnote ¹ + Build G/H/I footnote ¹). Range varies by trade, shop size, and existing post-job follow-up discipline. The <30% midpoint reflects shops in the $1M–$5M revenue band without a systematic review-request cadence; shops with no follow-up at all run far lower (often single digits).
- ² ~35% response rate on a 100% ask-rate cadence. Calculation methodology: 20 jobs/week × 50 working weeks = 1,000 review opportunities a year. At a 100% ask-rate (every customer asked within 2 hours of job completion) and an industry-typical 35% first-request response rate, that’s ~350 reviews/year. Temperature Pros’ 90-day Reputation run extrapolates to ~196 reviews/year run-rate (147 reviews / 90 days × 120 days = 196), so the 350/year methodology number is the conservative end of what a disciplined ask-cadence produces.