You know your clients were happy. They hugged you at closing, sent a thank-you card, and promised to refer their friends. So why didn't they leave that Google review? Understanding the psychology behind this behavior can help you get more reviews.
The Intention-Action Gap
Psychologists call it the "intention-action gap" - the space between what people intend to do and what they actually do. Your clients genuinely mean to leave a review when they say they will. But then life happens.
Barrier #1: Friction
Every extra step reduces the likelihood of completion:
- Finding your Google Business listing
- Signing into their Google account
- Figuring out what to write
- Dealing with technical issues
Solution: Provide a direct link that takes them straight to the review form.
Barrier #2: The Blank Page Problem
"What should I even write?" Many clients freeze when faced with an empty text box. They don't want to write something generic, but they also don't know what makes a good review.
Solution: Provide gentle prompts like "What stood out most about working with [Agent]?" or share examples of what other clients have written.
Barrier #3: Timing and Context
People are most likely to complete tasks when they're in the right context. Asking someone to leave a review while they're in the middle of unpacking boxes is bad timing.
Solution: Send requests when clients are likely to be relaxed and have a few minutes - like evening or weekend.
Barrier #4: The "I'll Do It Later" Trap
Procrastination is human nature. Without urgency, the review request gets pushed to "later" - which often means "never."
Solution: Follow up once. A gentle reminder a week later catches clients who intended to help but forgot.
Making It Easy = More Reviews
The common thread? Make the process as frictionless as possible. When leaving a review takes 60 seconds instead of 5 minutes, completion rates skyrocket.