BigChange review requests, explained simply

Use this as a plain-English call script for Global Draincare. The core point: BigChange probably already does the basic job, so prove that first before proposing a custom build.

ELI10 Client Script

  1. The problem is simple: after a job is finished, we want the customer to get a polite message asking for honest feedback or a Google review.
  2. BigChange appears to already support this: it has automations/alerts, can react to job completion, and can send customer messages by email or SMS.
  3. So the first step is not software: we should ask BigChange support to show the built-in review request workflow and confirm what is included on your plan.
  4. We test it carefully: start with internal contacts, then a small live group, and check that the right people get one message with the right link.
  5. If the built-in version is enough, use it: it is faster, cheaper, vendor-supported and keeps customer data inside BigChange.
  6. If it is too limited, then we build around it: the BigChange API can feed Power Automate or a small custom service for stronger rules, delays, reporting and branch-specific links.
  7. The custom version is mainly about control: who gets asked, when they get asked, which Google profile they see, how often they can be contacted, and what happens if they need help.
  8. We must stay fair and compliant: do not only ask happy customers, do not hide the Google link from unhappy customers, and make opt-outs easy.

Best Opening Line

“Before we build anything, I’d like to check whether BigChange already gives us enough. The sensible route is to prove the built-in review request first, then only build extra software if there is a clear gap.”

Low risk Fast to trial Keeps data in BigChange

Client-Friendly Analogy

“Think of BigChange like the job diary. When the diary says a job is completed successfully, it can tap the customer on the shoulder and say: thanks, would you leave us honest feedback? If we need smarter rules, we add a receptionist around it.”

Options to Explain

1. Native BigChange

Use BigChange alerts/automation to send one email or SMS after completed jobs. Best first step.

2. Power Automate

Good if they already use Microsoft 365 and need moderate rules, Teams alerts or simple logging.

3. Review Platform

Worth considering if multi-location reputation dashboards are more important than custom process control.

4. Custom Service

Use only where they need precise rules, audit trail, branch links, service recovery and reporting.

Discovery Questions

  • Is the goal more Google reviews, private feedback, complaint detection, or all three?
  • Should requests go by email, SMS, WhatsApp, or customer preference?
  • Do they have one Google profile or multiple branch/location profiles?
  • Which jobs should be excluded: quotes, inspections, warranty, failed jobs, follow-on visits?
  • Should messages go immediately, next morning, or after 24 hours?
  • Is one reminder acceptable, and how often can repeat customers be asked?
  • Who owns replies, opt-outs, delivery failures and complaints?

What a Custom Build Adds

  • Branch-specific Google review links.
  • Delay rules and business-hours sending.
  • Customer cooldowns to avoid repeated requests.
  • Exclusions for job type, result, complaint status or test records.
  • Delivery, click, failure and opt-out reporting.
  • Private feedback route and escalation to Teams, CRM or help desk.

Important Cautions

  • No review gating: do not send happy customers to Google and unhappy customers to a private form only.
  • No incentives: do not offer rewards, discounts or prizes for reviews.
  • No pressure: ask for honest feedback, not five stars or specific wording.
  • Treat opt-outs seriously: email/SMS review requests may need to be handled like marketing unless legal advice says otherwise.

Close the Call With

“My recommendation is a short native proof of concept first. We confirm the BigChange feature, test the message and the Google link, measure review volume for a few weeks, then decide whether any missing controls justify a Power Automate or custom build.”

BigChange Support Questions

  • Where is the current “automatically request a review after a job” feature configured?
  • Can it trigger only after selected successful completion results?
  • Can messages be delayed, limited to business hours, and sent by email/SMS?
  • Can different Google review links be selected by branch, depot, job type or custom field?
  • Are duplicate suppression, cooldowns, delivery reports, link tracking and opt-outs available?
  • Are outbound webhooks available, or should external integrations poll the REST API?