Send review requests after jobs
Ask for a review the same day the work is done.
Wingman Star Spotter
Stella
Reputation Manager
Fires the review-request SMS at the perfect moment after every job, auto-replies to positives, and pings you in 5 minutes when a negative one lands.
What Stella does
Stella runs your Google Business Profile reputation. The moment an opportunity moves to Won, she waits 24 hours (the sweet spot when the job is fresh but the customer's day has settled) then fires a personal review-request SMS referencing the actual job. When a review comes in, she classifies sentiment, drafts a personal reply to positives, and intercepts negatives before Google does. Owners typically see 3 to 5x more reviews per month within the first 60 days, and zero negative reviews that the owner didn't get a heads-up about first.
Capabilities
Built to do this every day.
01
24-hour review request, personalized to the job
Not 'Please leave us a review.' Instead: 'Hey Sarah, hope the water heater install yesterday went smoothly. If you've got 30 seconds, would you mind dropping a quick star rating? Means the world.' Job-specific, customer-specific, polite.
02
SMS + email parallel, picks the winner
Stella sends the review request via SMS and email at the same time but only counts the first reply. Most customers reply faster to SMS, but the email captures the longer thoughtful replies. 2x the conversion rate.
03
Personal replies to positive reviews
When a 4 or 5-star review lands, Stella drafts a reply that references the specific job + something the reviewer mentioned. 'Sarah, glad the new water heater is treating you right. Mike said you were a pleasure to work with. Catch you next time.' Posts within 6 hours of the review going live.
04
Negative review interception
When a 1, 2, or 3-star review hits, Stella does NOT reply automatically. She drafts an apology + a private resolution offer, SMS's you within 5 minutes with the review + the draft + the customer's contact + a suggested action. You decide whether to reply publicly or call the customer.
05
Sentiment + topic classification
Every review gets tagged with sentiment, topics (price / quality / timeliness / cleanliness / communication), and a flag for 'requires owner.' Over time you see which topics drive 5-star reviews vs 1-star reviews. That's gold for training your team.
06
Negative-review SMS alerts under 5 minutes
From the moment a negative review posts on Google to the moment it shows up on your phone with the full context and a suggested response: under 5 minutes. Most negative reviews can still be resolved if you get to the customer fast enough.
On the job
Just a glimpse of what Stella handles.
Stella turns reviews from a random afterthought into a steady flow of fresh five-star posts.
Instead of remembering to ask for reviews two days late or letting a bad one sit unanswered, every happy customer gets asked and every review gets a thoughtful reply.
Your team focuses on doing work that earns the review. Stella handles asking, replying, and routing the rare bad one to you.
Time requests for the open window
Send the ask while the experience is still fresh.
Send SMS review asks
Push review requests by text where they convert best.
Send email review asks
Email longer review requests where SMS isn't a fit.
Drop your Google review link
Include the direct review URL so customers don't have to search.
Personalize each ask
Name the customer and reference the work you just did.
Catch happy responses
Recognize positive replies and steer them to a public review.
Intercept unhappy responses
Route negative feedback to you before it goes public.
Draft replies to 5-star reviews
Write a thank-you for every positive review.
Alert you on 1-star reviews
Ping immediately when something needs your touch.
Draft empathetic responses
Write the first draft of every reply, even the hard ones.
Hold replies for approval
Send draft responses for your okay before publishing.
Re-ask non-responders
Send a soft second nudge five days later.
Re-ask after repeat jobs
Bring the review ask back after every recurring visit.
Tag customers who reviewed
Mark contacts who have already left a public review.
Suppress recent reviewers
Skip anyone who's reviewed in the last six months.
Segment by job type
Time review asks differently for big jobs vs quick visits.
Mark jobs ready to ask
Identify jobs in the right state for a review request.
Monitor Google reviews
Watch Google for new reviews on your shop in real time.
Monitor Facebook reviews
Watch your Facebook page for new recommendations.
Monitor Yelp reviews
Pull Yelp reviews into the same workflow.
Track review velocity
Show how many reviews you're getting per month and the trend.
Recap review performance
Show asks sent, replied, and converted every week.
Promote 5-star moments
Hand wins to Mason for social reshare.
Push review status to CRM
Update each contact with their latest review state.
Write replies in your voice
Match your writing style on every reply.
Thank reviewers publicly
Acknowledge every positive review with a public reply.
Flag suspect reviews
Spot fake or competitor-driven reviews and escalate.
Forward edge cases to you
Hand off reviews that need a personal owner reply.
Build review-ask lists
Pull the list of jobs from this week ready for a review push.
Schedule monthly recaps
Send a monthly review summary on the first of the month.
Highlight standout reviews
Pull the best lines from new reviews for marketing use.
Run NPS before asking
Run a quick check before pushing for a public review.
Tag reviewers as VIPs
Mark five-star reviewers for priority handling later.
Layer in a referral ask
Layer a referral ask onto satisfied reviewers.
Capture audio feedback
Accept voice feedback when written feels heavy.
Smooth out reply tone
Edit drafts so replies feel personal, not boilerplate.
Alert on reviewer replies
Ping you when a reviewer responds to your reply.
Pitch fresh ask copy
Offer new phrasing when current asks plateau.
Recap reputation health
Summarize new reviews, replies, and trends every Friday.
In the field
Real scenarios.
Won job → review request → 5-star review
Tuesday at 2 PM, you mark Tom's kitchen faucet install as Won. Tom's a returning customer.
Stella waits 24 hours. Wednesday 2 PM, she fires the personal SMS referencing the faucet install. Tom clicks the link, drops a 5-star review on GBP Wednesday evening: 'Mike was great, fast and clean.' Stella drafts a reply within 2 hours referencing Mike + the cleanliness comment. Posts after a 4-hour auto-approval window.
"Hey Tom — hope the new faucet's working out. If you've got 30 seconds, a quick review on Google goes a long way for a small shop like ours: [link]. Either way, thanks for trusting us with another job."
Negative review on a Saturday morning
Saturday 10 AM, a 2-star review hits your Google profile from a customer whose drain cleaning job ran long.
Stella classifies as negative + topic 'timeliness,' holds her reply, and SMS's you within 4 minutes. The text includes the review, the customer's name, the original job notes, your tech's notes, and a 2-sentence suggested apology. You call the customer at 10:15. By Monday the customer updates the review to 4 stars.
"Hi James — quick alert. Linda just left a 2-star review on the drain job from Friday. She says it ran 90 min over and she had to cancel a lunch. Mike's notes say the job hit an unexpected clog past the trap. Suggest: call Linda in the next hour, offer a $50 credit. Want me to send the draft for the public reply?"
Positive review reply
A 5-star review lands Thursday morning: 'Quick, professional, fair price. Will use again.'
Stella drafts a reply: 'Thanks Mike — really appreciate you taking the time. We'll be here whenever the next one comes up.' Holds for a 4-hour auto-approval window (configurable). Posts publicly at 1 PM.
What you'll connect
Integrations
Required connections need to be wired before Stella can fly. We'll guide you through every one during onboarding.
- ✓
Google Business Profile OAuth
For review monitoring + posting replies
- ✓
Phone line for review request SMS
Same line your other Wingmen use
- +
Gmail for parallel email request Optional
Optional — improves response rate
- ✓
Owner phone for negative-review alerts
Cell that gets the under-5-min SMS
- ✓
Won opportunity pipeline stage
What triggers the 24-hour wait + request
- ✓
Auto-reply policy
Reply to positives automatically? Yes or held for approval
What gets deployed
Inside the build
When your estimate is accepted, our system automatically deploys these artifacts to your Wingman dashboard. No copy-paste, no manual setup.
- Won-opportunity trigger workflow with 24-hour wait + dual-channel SMS + email request
- Four automation handlers (request_draft, classify_review, reply_draft, negative_alert_draft)
- GBP automation trigger workflow that fires on every new review
- Sentiment classifier branch (positive auto-reply / negative escalation)
- Auto-reply workflow for positives with configurable approval window
- Negative-review escalation workflow with under-5-min owner SMS
- Topic tagger that adds tags like review-topic-price, review-topic-cleanliness, review-topic-timeliness
- Custom fields: stella_review_status, stella_star_rating, stella_topics
- Tags: stella-request-sent, stella-review-positive, stella-review-negative, stella-replied
- Coexistence guard with the Hammerhead Airshow upgrade (if installed, Stella exits on negatives and Hammerhead takes over)
Ideal for
Any local service business whose customers Google them before booking. Reviews are the new front door. Plumbers, HVAC, electricians, contractors, dentists, salons, vets, restaurants.
FAQ
Common questions.
How many more reviews will I actually get? +
Most shops go from 1 to 3 reviews per month to 8 to 20 per month within 60 days. The reason is timing + personalization. A canned 'please review us' email gets ignored. A personal SMS 24 hours after the job referencing the actual work gets a real reply rate of 35 to 50 percent.
What if I don't want auto-replies to positives? +
Toggle it off. Stella will still draft every reply, but every one waits in your Hangar dashboard for one-tap approval. Most owners try auto-reply on for the first month, get nervous, then flip it back to held + manual. Both work.
Will Stella reply to a fake or troll review? +
If she classifies it as 'requires owner' (which she does for anything ambiguous, suspicious, or 1-star), no. She escalates to you with a recommendation: report to Google, or reply publicly with a measured response. You make the call.
What's the difference between Stella and the Hammerhead Airshow trick? +
Stella is the always-on baseline. She handles review requests, positive replies, and basic negative escalation. Hammerhead (premium Airshow tier) extends Stella with crisis-grade tools: real-time public reply drafting, customer recovery sequences, and remediation tracking. If you install Hammerhead, Stella stays out of the way on negatives.
Does Stella work on platforms other than Google? +
v1 is GBP-only. v2 adds Yelp, Facebook reviews, and Angi. The same workflow shape applies — only the automation source for posting replies changes.
Pairs well with
Build a crew.
Harper
Sales Strategist
Texts every missed-call lead within 5 minutes. Runs a 5-step personalized chase that stops the second they book. Pings you the second a lead goes hot.
Learn about Harper →
Charlotte
Customer Retention
Brings past customers back. Seasonal reactivation, loyalty thank-yous, and recurring-service reminders, each one written from the customer's actual history.
Learn about Charlotte →
Mason
Social Media Manager
Schedules 3 posts a week, replies to every comment and DM in your voice, and pings you the second a complaint shows up. Covers Facebook and Instagram out of the box.
Learn about Mason →
Ready to hire Stella?
Tell us about your business and we'll send a tailored proposal with Stella configured for your industry — within one business day.