// CASE STUDY · Plumbing
Plumbed Right: ServiceM8 Review Stack
// THE BRIEF
What they came to us for
Plumbed Right is a plumbing business Web Blend has looked after for close to three years. The work was good and customers were happy, but ServiceM8 only asked for a review after the invoice was paid. That is the moment a customer has just handed over money, and they are not in a generous mood. Reviews came in, but slowly for a business doing that much work.
// WHAT WE DID
The build
A timer, not a payment trigger
We moved the ask to the job, not the bill. When the tech marks the job complete in ServiceM8, before invoicing, a timer starts. Five minutes later, once the tech is off site, the customer gets a text asking for a review.
A thank-you with their name on it
The text carries a thank-you image: a member of the Plumbed Right team holding a sign with the customer’s first name on it. It reads like it came from the person who did the job, because it did.
A second text about feedback
About 15 seconds later a second text arrives. For every piece of customer feedback Plumbed Right gets, public or private, good or bad, it donates 3 meals to a food bank.
The stack around it
The text works because the customer is expecting it. On site the tradie says, “We’ll send you a text asking for a review, we’d love your honest feedback.” QR codes are on hand for anyone who would rather do it there and then. No single piece did the job. The stack did.
Built to keep running
The trigger comes from ServiceM8. The texts and image run on GoHighLevel, with Make.com connecting the two through a dedicated Web Blend user in Plumbed Right’s ServiceM8, so a staff password change cannot break it. Every request is logged in a register in a Google Sheet. Failed sends are listed and replayed once by a catch-up automation, and we are alerted if the flow goes quiet.
What it changed
Over about 2 years their Google reviews went from about 200 to nearly 800, and their review response rate rose by about 12% on top of what it already was. Plumbed Right reports more customers, and they now charge more because their work is visibly proven. The same timing method is set out on our ServiceM8 review request page, and the setup is the same reviews service we sell to any trade business.
// EVERYTHING WE SHIPPED
What they got
Trigger
- ServiceM8 job-complete event
- 5-minute timer
- Sent before the invoice
Messages and assets
- Review text and feedback text
- On-site wording for techs
- Named thank-you image
- QR cards
Reliability
- Dedicated Web Blend ServiceM8 user
- Register of every send
- Once-only catch-up for failed sends
- Alert when the flow goes quiet
// RELATED WORK
ServiceM8 review requests
The same timing method, the setup it includes and what it costs, for any trade business running ServiceM8.
ServiceM8 review requests →Review counts from Plumbed Right. The response-rate figure is Web Blend’s approximate estimate. Outcomes as reported by Plumbed Right.
// SERVICES USED
What went into this build
// READY WHEN YOU ARE
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