When a file closes and a client provides us with glowing feedback, we respond by thanking them for their feedback and asking them to provide a Google rating or review. We have been doing this for about a month, and so far no one has provided any reviews or ratings. Likewise, we previously had customer survey at the end of files (to establish a NPS), but no one completed them... Are there magic words or a better time in the process to improve engagement?
Most everything has been covered in previous responses, but one thing our insurance brokerage does is offer incentives to our agents for referring a positive google review. As soon as we implemented the program our staff all started calling their best clients asking for positive reviews. We went from having 3 reviews to 65 in a week or so. You'll pay out a bonus to your employees but the improvement to your online reputation and incremental revenue growth will make it well worth it.