Skip to content
Start with enquiries. Explore quotation drafts.
procora.
DAFind your solution

Marketing & Repeat Business

Invite honest experiences. Let recommendations start freely.

Explore planned neutral review invitations and customer-shared referral links without positive-only selection, pressure or automatic friend contact.

Not yet availableRepeat Business and Reviews & Referrals are planned. These pages describe proposed work; no campaign channel or paid marketing service is activated.

Discuss this serviceExplore the example
Procora · Workflow example

Two different customer journeys

Review invitation

Neutral invitation after a genuine experience

No happy-customer gate

Referral link

Customer chooses to share a link

New person initiates contact

Complaint resolution is separate. No manufactured reviews or automatic contact to friends.

Fictional example · localised website visual

The work, in practice

Reviews and referrals are different jobs. A review describes an experience; a referral lets another person discover the business and choose to enquire. Both need clear purpose and responsible handling. Procora's Reviews & Referrals service remains planned, with no enabled invitation channel or published price.

01 · Marketing & Repeat Business

Connect an invitation to a genuine experience

The fictional Belgian retailer Canal Cycle can identify a completed workshop interaction and its correct customer reference. A proposed neutral invitation would concern that experience, not manufacture a statement about the retailer's quality. The business needs to decide which completed interactions qualify and use that policy consistently across comparable customers.

Identity and timing still matter. Avoid inviting someone about another person's job, an appointment that never occurred or a duplicate record. A corrected service date should change the proposed invitation. Completion is an operational check for this example; it does not justify excluding people simply because their experience might be negative. Missing or conflicting information requires a review task, not a guessed history.

02 · Marketing & Repeat Business

Make the review request genuinely neutral

A useful invitation lets the customer describe the experience in their own words. It does not supply a flattering answer, ask for a particular number of stars, imply that a poor rating harms a member of staff or tie a benefit to a favourable score. Its destination must be the correct business profile and its wording should make participation optional.

Country, purpose and platform conditions need assessment. Danish guidance distinguishes neutral non-marketing review invitations from promotions; those purposes should not be merged by adding an offer. Elsewhere in Europe, check the relevant conditions rather than assuming one rule. This planned service makes no legal certification and enables no actual review request from the page.

03 · Marketing & Repeat Business

Do not use satisfaction as a public-review gate

The proposed policy must not show the public review link only after a person selects a happy response. A private satisfaction question can help service improvement, but it should not become a hidden filter that sends negative experiences elsewhere while promoting only positive ones. Eligibility should be based on a genuine relevant interaction and appropriate contact conditions, not a predicted rating.

Keep the reasons for any exclusion visible and reviewable. Duplicate invitations, incorrect identity and a request for no further contact are different from disliking a customer's opinion. The business should not remove an inconvenient record merely to improve a displayed response rate.

04 · Marketing & Repeat Business

Resolve complaints independently

A customer who reports unfinished work needs a person who can investigate the facts and decide the response. That task should not promise a resolution the team has not agreed, and it should not require the customer to change or delete a review. Ordinary promotional steps can pause while the owner handles the issue without treating the complaint as a score-management job.

The local example keeps complaint resolution and review eligibility as separate decisions. If the record needs correction, record the reason and the responsible person. Human takeover should be visible to other proposed contact work so a return invitation does not interrupt the unresolved conversation. No complaint is submitted, resolved or published by the demonstration.

05 · Marketing & Repeat Business

Let the referred person begin the conversation

A referral example gives the existing customer a public service link they can choose to share. It does not ask them to enter a friend's email address, copy an address book or authorise Procora to contact someone else. The new person decides whether to visit the page and submit their own enquiry. That enquiry remains a separate choice and is not promotional consent.

A voluntary share link is not a blanket exemption for organised incentives or friend recruitment. Rewards would need separate legal, commercial and platform review and are outside this example. Keep the shared destination clear about the business, service readiness and what happens next. Do not claim that sharing guarantees a referral, appointment or sale.

06 · Marketing & Repeat Business

Give reviews and referrals their own previews and stops

The owner should see which job is proposed, why the customer qualifies, the exact wording, destination and applicable limits. Review invitations and referral prompts should not be one button with hidden different outcomes. A changed link, incentive or recipient group needs a fresh decision. A customer who declines or asks for no further invitations should not be pushed through another version of the same request.

Check whether another system already asks the same customer for a review. Agree a common contact view and avoid duplicate prompts after one completed experience. The fictional controls illustrate neutral decisions; they do not publish reviews, send emails, generate recommendations or create contacts.

07 · Marketing & Repeat Business

Measure participation without promising reputation

Track eligible invitations, actual contact status, responses and resulting enquiries separately for the two jobs. A review response is not a referral, and a referral enquiry is not a sale. If ratings are reported later, use the actual platform's recorded values and a defined period, without manufacturing testimonials or implying that Procora caused every change.

Useful learning also includes incorrect records, duplicate requests prevented, opt-outs respected and owner time required. Small samples can change substantially with one response, so avoid confident uplift promises. The service remains unavailable for self-service activation and unpriced. Discussing scope stores a protected enquiry reference; it does not enrol the business's customers, activate review sending or start a referral campaign.

Useful resources

Bring the work into your own process.

Original templates, checklists and measurement guides. Read them online, copy what you need or download a text version.

Marketing & Repeat Business · Practical guide

Plan one useful repeat-business campaign before considering contact.

A practical planner for purpose, source records, eligibility, exclusions, owner approval, exceptions and meaningful results.

Read, download and use
Marketing & Repeat Business · Practical guide

Write a reactivation message with a useful reason to reply.

Practical message patterns for a relevant service invitation, appointment return, human reply and respectful closure, with eligibility and approval checks.

Read, download and use
Marketing & Repeat Business · Practical guide

Ask for honest feedback and let customers share a link voluntarily.

A practical review and referral policy with neutral invitation examples, complaint handoffs, voluntary link sharing and a local checklist.

Read, download and use

Explore related work

Respect the contact basis and the customer's latest choice. →Campaign results and testing →Ask for honest feedback and let customers share a link voluntarily. →

Questions worth answering

Can only satisfied customers receive the public link?

No. The proposed neutral process must not use a satisfaction answer or predicted rating as a positive-only gate. A genuine eligible experience can be favourable or unfavourable. Complaint resolution stays separate.

Will you contact a friend's details for me?

No. The example favours a link the customer shares voluntarily so the new person initiates contact. It neither collects friends' details nor turns another person's recommendation into permission to market to them.

Can a review invitation include a discount?

That changes the purpose and may change the applicable assessment. Incentives and promotional offers are not included in the neutral example. Any future proposal needs separate owner, market and platform review.

A connected business journey

One next step leads to another.

  1. 01Enquiry & appointment ↗
  2. 02Quotation & decision ↗
  3. 03Accepted work & invoice ↗
  4. 04Appropriate next interaction ↗

This map explains how the work relates. Scope, ownership and availability are agreed at each hand-off; it does not mean every transition is automatic.

Selected service: Reviews & Referrals

Your next step

Tell us where the work gets stuck.

Describe the process you want to improve. We will save the enquiry for a scope review, confirm what is available and agree the next step with you.

Please keep customer records, financial documents and passwords out of this form. Submitting it does not activate a subscription, campaign, booking or customer-contact workflow. Marketing permission is separate.

Privacy policy ↗