Automated Flow
Increasing Monthly Google Reviews Through Automated Follow-Up
Client: Wellness Spa
Service: Email Automation and Review Request Workflow
Timeline: Four Months
Client Overview
A wellness spa with a strong client base and high satisfaction rates had an online reputation that did not reflect its service quality. Over three years, the business accumulated only 65 Google reviews, averaging fewer than two reviews per month.
Objective
Increase the number of positive Google reviews, strengthen local search visibility, and improve social proof through a streamlined and consistent review request system.
Challenge
Although clients were satisfied with their treatments, the spa lacked an efficient process to request feedback. The front desk team did not have the capacity to manually ask for reviews, and there was no automated follow-up sequence to turn positive experiences into public testimonials. With fewer reviews than competitors, the spa risked losing visibility and trust among potential new clients.
Approach
Email Automation Setup
A post-visit review request workflow was created to send personalized follow-up emails after each appointment. Messages were:
• Tailored with the client's name and service details
• Delivered within 24 to 48 hours for optimal timing
• Designed to be mobile-friendly with a direct link to leave a review
Tone and Design Refinement
The emails were written in a warm, sincere tone that reflected the spa's brand personality. The request was positioned as an invitation rather than a demand, encouraging clients to share their experiences naturally.
System Integration
The automation was fully integrated into the booking platform to ensure consistent delivery without adding more tasks for staff.
Results
Before Automation:
• 65 reviews in 36 months
• Average of 1.8 reviews per month
After Automation (First Four Months):
• 20 new five-star Google reviews
• Average of 5 reviews per month
• 178 percent increase in monthly review volume
Impact
The automated workflow transformed the spa’s ability to generate consistent, positive reviews. In four months, the business gained nearly one-third of the total reviews accumulated over the previous three years. This led to stronger local search performance, improved credibility, and increased trust among prospective clients.