Responding to Good & Bad Reviews



Business Tips, Social Media


Are you responding to your reviews? You should be!

Online reviews are an integral part of running a well-oiled business! Potential customers read your online reviews on Google or Yelp, for example, before they make that important decision of where they are going to bring their vehicle. With these steps, you can build trust for your shop and make the most out of your reviews, both positive and negative.

1). Check Often

Customers leave a review in various places, including Google My Business, Facebook, and Yelp, to name a few. We recommend that you check all of these locations for new posts at least once a week and that you set up email notifications to alert you when there’s a new post. Also, make sure all of your review sites have your correct location information and the latest pictures! This allows customers to “check-in” from their phones, and they will be prompted to leave a review once they leave.

2). Respond To All Reviews

It’s important to let your customers know that you read and acknowledge their reviews. It’s good practice to respond to all customer reviews. For 5-star reviews, a simple thank you can go a long way. For moderate reviews of 4- or 3-stars, take it a little further. Thank your customer for their review and invite them to provide more information on what you can do to turn their next service into a 5-star review. Often, these customers are open to telling you more about their experience and expectations. This is a great opportunity to win them for life!.

Business owners know that negative reviews are pretty much inevitable – especially in the automotive industry. As the old saying goes, “you can’t please everyone.” But that doesn’t mean you are powerless to any 2- or 1-star reviews. You can use constructive responses to acknowledge your customer’s issue and learn from it. Check out our blog post on how to craft a perfect a response.

3). Share On Social Media

Show your appreciation for someone’s review by sharing it on social media! This gives other followers and customers a look into how much you appreciate your client base, creating a positive reputation and potentially leading to more business through word-of-mouth. Sharing a review also allows you to personify your brand by mentioning your customer by name and giving specific feedback.

When a review comes in, that’s not the end of the interaction! Responding and showing your appreciation goes a long way with your customers.

Lastly, but not least… ask visitors for a good review! When a customer is standing in front of you thanking you for a job well done, kindly ask them if they would be willing to leave you a review online. Make sure there is an easy path leading to your most important review websites (ex. Google+ and Yelp). Have these links easily accessible on your website, include them in your email signature, etc.

Have more questions about review management? Give us a call and learn more about what we’ll soon be offering to help you more with your online reviews!

Autoshop Solutions

Autoshop Solutions