The review ask at key handoff, and the two texts after, word for word
The exact words for asking a collision customer for a Google review when you hand back the keys, plus two follow-up texts that get the review written.
The best moment to ask a collision customer for a review is the thirty seconds after they walk around their car and see that it looks like nothing happened. Most shops let that moment go by with "Have a good one," then send an automated email three days later that nobody opens.
This post gives you the exact words for the ask at the counter, and two short texts that follow it. Use them as written or change a few words so they sound like you. The point is that every customer hears the same clear ask, every time.
Why the ask matters more in collision
A body shop customer did not choose to be your customer. They had a bad day, dealt with an adjuster, rented a car, and waited. By the time they pick up, a lot of them are relieved and grateful. That feeling fades fast once they are back in traffic.
The bar for reviews in collision is also high. The median shop in our data has 54 Google reviews, and the top 10% have 367 or more. Only 16.5% hold a perfect 5.0 rating, because insurance delays and supplement fights land on the shop even when it is not your fault. That means the shops that win the map are the ones that ask happy customers consistently, so the occasional angry review is one of many.
Step one: the walk-around
Do not ask for a review at the register while they are signing paperwork. Ask at the car.
Walk the customer around the vehicle. Point to the repaired panel. Open the door so they can see it closes clean. Show them the paint match in daylight if you can.
Then, while they are still looking at the car:
"It came out great. I am glad we could get you back on the road. Can I ask you a favor? Most of our customers find us on Google, and reviews from people like you make a big difference. I am going to text you a link in a few minutes. If you have a second tonight, it would mean a lot."
That is it. No pressure, no script that sounds read off a card. You asked a real question, told them what to expect, and gave them time.
If they had a rough experience with delays, own it before you ask:
"I know the parts took longer than either of us wanted. Thank you for being patient with us. The car came out right, and that is what I care about. If you feel like we earned it, I would really appreciate a Google review. I will text you the link."
Step two: the first text, within an hour
Send this from the shop's number, not an unknown short code. Use their first name and their car.
"Hi Marcus, this is Dana at Ridgeline Collision. Thanks again for trusting us with your Accord. Here is the link for the review I mentioned: [link]. Even one sentence helps. Drive safe."
Send it within an hour of pickup. Same day matters more than perfect wording.
To get the link, open your Google Business Profile, click "Ask for reviews," and copy the short link. The Google reviews guide shows where to find it and how to save it as a text shortcut.
Step three: one reminder, three days later
Only send this if they have not left a review yet. One reminder is a nudge. Three is spam.
"Hi Marcus, Dana from Ridgeline again. Hope the Accord is treating you well. If you get a minute this week, we would be grateful for a quick review: [link]. Thanks either way."
"Thanks either way" matters. It tells them there is no hard feeling if they skip it, and people are more likely to act when they do not feel pushed.
What not to say
- Do not offer a discount, a free detail or a gift card for a review. Google does not allow it, and it puts your whole profile at risk.
- Do not ask only the customers you think will give five stars. Google does not allow filtering who gets asked.
- Do not ask customers to mention the insurance company by name. You do not want to look like a direct repair program shop writing its own reviews, and you do not need a fight with a carrier in public.
- Do not have your staff ask for reviews from their friends and family.
Who sends it and when
Pick one person. Usually the estimator or the service advisor who handled the customer. Put it on the delivery checklist, right after "walk-around done" and before "keys handed over." If your shop management system can send a text after the repair order closes, use it for the first text, but still have a person ask out loud at the car. The in-person ask is what makes people open the text.
Keep a simple count. Number of cars delivered this week, number of review asks made, number of new reviews. If asks are lower than deliveries, that is the leak.
Reply to every one
When the review comes in, reply within a day or two. Use their first name and something specific: "Thanks, Marcus. Glad the Accord is back to normal. Drive safe." Do not mention the claim or the insurance company. The Google Business Profile guide has more on replies, including the hard ones.
You can see how your review count compares to other shops in the benchmark report.
If you want this review system set up and running for your shop, the free 14-day trial covers any one service, no card: text or call (385) 213-1580.
Steven has spent the last several years running growth campaigns for local service businesses, auto body and collision shops among them, and builds the benchmark datasets on this site from public Google listings. About the editor