The science of timing: asking at the right moment

How A&A Gas Services boosted Google reviews by asking at the right moment

Getting customers to leave reviews has always been a challenge for small local trades businesses, even when the work is excellent. But for A&A Gas Services of Newport Pagnell, Milton Keynes, that changed after adopting Fintrano. And, as behavioural science shows, the timing of their review requests has a lot to do with it.

From great service to visible social proof

A&A Gas Services already had an outstanding reputation for reliability and customer care. Hanna, who manages the admin and customer communication, knew their clients were happy; they said so all the time.

The problem was that few were taking that final step of leaving a review despite emails requesting this, even though customers expressed their appreciation in person. In a world where online feedback heavily influences buying decisions, that gap matters.

Studies show that potential customers rely on recent, visible reviews when choosing a tradesperson. Even one extra star or a handful of new reviews can dramatically affect who wins a job.

A&A Gas Services didn’t have to read the research to prove the theory. Once they started using Fintrano, Hanna noticed the difference straight away.

“Fintrano automatically sends a reminder to our customers as soon as we press a button on the App when the job is complete,” Hanna explains. “This tends to be the moment when they are at their happiest and have the time to leave a quick review when prompted by the text message. It’s been a game changer for our business.”

This approach also aligns with what behavioural scientists call cognitive fluency. People are more likely to take action when it feels easy and immediate. Fintrano’s simple, one-tap review reminders make it effortless for customers to respond in that perfect moment of goodwill.

The results: more reviews, more trust, and more business

Since using Fintrano, A&A Gas Services has seen a sharp increase in the volume of positive Google reviews as seen here in this graph. Not only are customers responding more often, but they’re also leaving their feedback at the moment when their positive feelings are strongest, which helps the tone of reviews too.

“Fintrano has made my life a lot easier and it’s making our customers’ experience better,” Hanna adds.

The psychology behind A&A’s success

Behavioural science tells us that people are most likely to respond when:

1.        The experience is still fresh and emotional (peak-end rule)

2.        The action is simple and effortless (cognitive fluency)

3.        They can act consistently with their self-image as a “good customer” (Cialdini’s commitment principle)

Fintrano’s automatic, well-timed prompts capture all three. The result is a higher response rate, happier customers, and visible proof of quality that continues to attract new business.

Want to boost your own reviews?

Fintrano helps trades and service businesses make timing work in their favour. By automating review reminders at the perfect moment, right after a job’s completion, you can turn everyday satisfaction into lasting online reputation.

Check out all of the great reviews on A&A Gas Services here on Google.