Review & Referral Request Scripts for IT Companies
For an IT support company or MSP, reviews and referrals don’t just “look nice”—they win the next emergency call (server down, email outage, ransomware scare) before a competitor answers first. The scripts below are built for real IT workflows: closing tickets, wrapping an onsite visit in a server room, and following up after a cybersecurity audit or network cutover.
Google Review Request (Right After Ticket Closure – Help Desk)
Use when you’ve restored service (email back up, VPN fixed, printer mapping resolved) and the user confirms everything works.
“Glad we got you back up—before I close this ticket, can I ask a quick favor? If you type our company name into Google and leave a short review, it really helps us when other businesses search for ‘IT support near me’ during an outage. If you mention what we fixed—like ‘Outlook/email down’ or ‘VPN not connecting’—that’s perfect. It takes 30 seconds. Want me to text or email you the direct Google review link?”
Tips for this scenario
- -Ask while they’re relieved and the issue is confirmed fixed—right before you close the ticket.
- -Tell them exactly what to write (“email outage resolved fast”) so they don’t stall.
- -Offer link delivery via text/email to remove friction; include the ticket number in the subject line.
Common Mistakes to Avoid
Pro Tips
- 1.Build the review ask into your closeout process: after you confirm service is restored, say the ask, then send the link before you close the ticket in your PSA.
- 2.Give them 2–3 specific phrases tied to their job: ‘server down fixed fast,’ ‘VPN back up,’ ‘proactive monitoring,’ ‘clean documentation.’
- 3.For onsite work, ask in-person, then immediately text the link while you’re still in the server room/office—response rates spike when you do it on the spot.
- 4.For MSP clients, aim for reviews that mention outcomes: fewer outages, faster response, patching/backups, and clear reporting—those convert $1,000–$10,000/month prospects.
- 5.If you miss calls during live troubleshooting, use a 24/7 answering layer (like SkipCalls) so urgent prospects don’t bounce to the next IT company while you’re hands-on with a server or firewall change.
Frequently Asked Questions
When is the best time to ask for a Google review for IT support?
Ask right after the user confirms the fix and you’re about to close the ticket. For onsite emergencies, ask once systems are stable and you’ve verified the core tests (login, email flow, internet, line-of-business app).
Who should you ask for reviews in an MSP client account?
Ask the decision-maker who approves the MSP spend (owner, operations manager, office manager, finance lead). End users can leave reviews too, but decision-maker reviews usually mention outcomes like response time, proactive monitoring, and reporting.
What should you ask clients to say in the review (without sounding scripted)?
Ask them to mention the problem and the outcome in plain language: “email was down,” “VPN wouldn’t connect,” “server crashed,” “smooth firewall cutover,” plus “fast response” and “clear communication.” Those details match what new prospects search for during an emergency.
Should you offer discounts or gift cards for Google reviews?
Don’t incentivize Google reviews. It can backfire and may violate platform rules. If you want to encourage word-of-mouth, offer a referral credit (like one hour of remote support worth $100–$200 or an MSP invoice credit) only when a referred company becomes a client.
How should you respond to a negative review about downtime or slow response?
Keep it calm and process-driven. Apologize for the experience, say you’re reviewing the ticket notes and timeline, and move it to a direct conversation with a named contact and a clear follow-up timeframe (like one business day). Avoid blaming Microsoft, the ISP, or the client in public.
How do you get more referrals without sounding pushy?
Ask right after a ‘save’ moment (server down resolved, ransomware contained) and keep it specific: “If you hear someone say their server is down or they had a security incident, would you pass them my name?” Offer a forwardable text/email so they can introduce you in under a minute.
Stop losing urgent IT support calls while you’re heads-down fixing servers
When you’re in a server room or deep in a live outage, you can’t always answer. SkipCalls can pick up 24/7, filter spam, capture the problem details (server down, email outage, security incident), and route/book the next step so you win the call before a competitor does.
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