Your Google rating is your storefront. It decides whether the next homeowner who searches "AC repair near me" calls you or the shop down the road. Escape builds your rating one finished job at a time — and protects it from the bad day every business eventually has.
What happens after every job
When a job is marked Done, the close-out kicks in and the customer gets a rating ask — a short text asking how the visit went.
What happens next depends on their answer:
- Happy customers are routed to Google. They're one tap from your review page at the exact moment they're most delighted — the AC is blowing cold and the truck just left. That's how five-star reviews actually get written.
- Unhappy customers are routed to a call from you first. Instead of a public review form, an unhappy customer's feedback comes to your team, and your office gets a task to call them. You get to fix the problem — and most fixed problems never become one-star reviews. Many become five-star ones.
Why the routing matters
Every shop has a job go sideways eventually. The difference between a 4.9 shop and a 3.8 shop usually isn't the work — it's whether unhappy customers vented publicly or got a phone call first. The routing gives you that phone call, every time.
What your team should do
- Techs: mark jobs Done when they're done. The review ask rides on that click — see What moves automatically. A job marked Done three days late gets a colder review ask.
- Office: treat low-rating call tasks as urgent. The customer is unhappy right now. A same-day call catches the problem while it's fixable.
- Don't ask twice. The system already asked. A manual "hey, could you leave us a review?" on top reads as needy.
Want reviews answered too?
With the AI Add-On, Escape also replies to your Google reviews — thanking the happy ones and responding professionally to the rest, so your public profile looks attended-to without your office writing replies.