Why this matters: Under the Telephone Consumer Protection Act (TCPA) and general communication best practices, businesses must obtain clear, explicit consent before sending automated text messages to customers. Following this protocol protects the business from compliance violations, ensures a respectful customer experience, and helps us build a legitimate 5-star reputation online.

1. The Point of Service Ask

Consent must be requested directly at the checkout counter or immediately upon the conclusion of the customer's service. Do not make assumptions about a customer's willingness to receive text messages based on friendly conversation.

Please use the following approved script verbatim:

Required Staff Script

"Would you like us to send you a quick text message with a link to review your experience today? You will receive a maximum of 2 messages per service. Message and data rates may apply, and you can reply STOP at any time to opt out."

2. Handling the Response

Listen clearly to the customer's response before proceeding with any data entry.

If the Customer says "Yes"

Great! Proceed immediately to Step 3 and document their consent in the system before helping the next customer.

If the Customer says "No"

Smile and reply: "No problem at all, have a wonderful day!" Do not enter their phone number into the review system.

3. Internal System Documentation

If verbal consent is granted, it is the staff member's responsibility to log this interaction in our internal review dashboard immediately. This creates a compliant, auditable paper trail.

Required Fields for Data Entry:

  • Customer First & Last Name
  • Mobile Phone Number
  • Date of Service
  • Your Name (Staff Member)
  • Actively check the "SMS Consent Granted" box

4. Quick Reference: Do's and Don'ts

What to Do
  • Make eye contact and smile when asking.
  • Use the exact approved script provided above.
  • Log the consent in the system immediately while the transaction is fresh.
  • Ask for a mobile number specifically if the file only has a landline.
What NOT to Do
  • Do not pre-fill the "consent" box in the system before asking.
  • Do not ask for a review if the customer is visibly upset or had a negative experience.
  • Do not text customers from your personal phone device.
  • Do not promise a discount or freebie in exchange for a review (this violates Google's terms).

5. Frequently Asked Questions (FAQ)

What if the customer asks what the text will say?

Reassure them: "It's just a single, quick text with a link to our Google page so you can rate your experience. We won't spam you or send marketing messages."

Can I just send the text if I know they loved the service?

No. Even if a customer gives you a glowing compliment in person, explicit verbal consent to receive the SMS message is still legally required before entering them into the system.

What if they say "maybe later" or hesitate?

Treat hesitation as a "No." Smile and say, "No pressure at all! We're just glad you stopped by today." Do not input their data.

I acknowledge that I have read, understand, and agree to adhere to the SMS Consent Protocol outlined in this document. I understand that failing to obtain proper consent may result in compliance issues for the business.

Employee Print Name
Employee Signature
Date