Ask at a consistent point after a client joins your agency. Most satisfied clients never think to leave a review on their own, and a busy agency forgets to ask. Making the request part of onboarding turns it into a routine instead of something that depends on memory.
Mach 5 sends review requests from your onboarding pipeline. When your team confirms a prospect has become a client and moves them into onboarding, the review request goes out, typically about three days later. Because your staff moves clients through the pipeline, your agency controls when each request is sent.
Mach 5 was built by insurance agent Darren Burch, whose own service team uses the same step: when they move a new client along the pipeline, the review request follows.
Hold a request until the work is finished
Sometimes a new client is still waiting on part of the work. Their certificate of insurance may not have gone out yet, or a bind request may be taking longer than usual. Your team can hold the request until that work is finished, then move the client along so the request goes out.
The request runs on the same system as your other follow-up, so your agency decides how it fits your process. Keep the message simple: thank the client, explain that reviews help other people find the agency, and include the link.
Why timing matters
A request sent a few days after a client joins arrives while the experience is recent. The client has met your team and finished the paperwork, but they are not yet buried in other things. Waiting months makes the request feel out of place.
Tying the request to the onboarding pipeline also keeps it from going out too early. A prospect who has only received a quote has not experienced your service yet.
Replying to reviews
Mach 5 can draft replies to the reviews your agency receives. Your staff reads each draft, edits it if needed and approves it before anything is posted. What your agency says in a public reply remains your decision.
Make it part of a larger welcome
A review request works best after the client has been welcomed properly. Read what your agency can send a new insurance client for the full sequence.
