Reviews & follow-up
How the private feedback path catches unhappy customers
When a review request goes out, the customer rates you first. Happy customers get your Google link. An unhappy one also gets a private feedback form, so you hear it before it's public.
A review request doesn't dump a customer straight onto Google. It asks how the visit went first.
How it flows
- The customer gets the request and taps 1 to 5 stars.
- 4 or 5 routes them to your Google page to leave the public review.
- 1, 2, or 3 opens a private feedback box that comes straight to you, and you get an alert so you can reach out fast.
The line Pitlane won't cross
The Google review link is shown either way. Hiding the public link from unhappy raters is review gating, and Google's review policy and the FTC both prohibit it. So Pitlane never does that. The private form is offered alongside the public link, never instead of it.
The point isn't to bury bad reviews. It's to hear the fixable ones first, while the customer's still at the counter and the problem's still yours to solve. That's part of the automatic review request on every job.
See the feature