Review & Referral Scripts

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

!Asking for a review while the issue is still unstable (users still can’t print/login, or the server is still rebuilding).

!Requesting reviews from the wrong person (end user) when the decision-maker is the owner/ops/office manager who actually hires you.

!Sending a generic ‘please review us’ link with no context—clients don’t know what to write, so they skip it.

!Not following up after a promised review—IT work is forgettable once the fire is out, so you have to nudge within 48–72 hours.

!Replying to negative reviews with technical excuses (ISP, Microsoft, ‘not our fault’) instead of focusing on communication, timeline, and resolution.

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.