Repair Shop Websites Library
You and Reviews
By: Rhonda Hiltbrand at NWZ WORX, www.nwzworx.com.
Automotive Marketing & Business Consulting, Direct Mail & Technology Services
"The way to gain a good reputation is to endeavor to be what you desire to appear”. ~Socrates
I get frantic telephone calls all the time when a customer gets a bad online review. We work through it and they respond and that is usually the end of it. If you are in business from time to time you will get a bad review...it is just the law of natural averages. You can’t please all the people all the time. Respond in a professional manner and move on.
The one thing that interests me is most independent automotive service and repair shop owners feel the need to respond to a poor review but they don’t even consider responding to a good or excellent review. When someone takes the time to review you, please take the time to respond. It will go a long way towards encouraging others to write good reviews about you too. This will also help others to look at you as a real, genuine person and not just some business. This builds confidence.
Your reviews are also read by potential employees. Even in this economy people want to work at a company with a good reputation. If they see you interacting with those who review you, good or bad, this gives them a better idea of the type of person you are and sheds a little more light on what type of employer you might be.
When it comes to reviews, just like any of your online marketing efforts, don’t be a lurker, be a participant. It will pay off! Customers like to know you appreciate them and the more good reviews you get, the less likely someone is to write a bad review. It will make it look more like they have a personality problem and will reflect badly on them instead of you.
