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Repair Shop Advice

Archive for May, 2019

AUTO AIR SPECIALISTS OF DELTONA LLC. / FOR ALL YOUR AUTO REPAIR NEEDS!

May 30th, 2019

I’m sure you already know this, but it can get pretty hot in Deltona Florida. Auto Air Specialists of Deltona is here to help with you with all your cars heating and cooling issues. They are the best of the best when it comes to A/C repairs but they can help with more. They can also help you with brake repair, hoses, under car services, transmission services, and engine services. If you are near by and your start to feel the heat please don’t hesitate to check them out. They are located at 86 Courtland Blvd. Deltona, Fl or you can reach them at 407-328-7031.

Florence Auto Body, Inc. | Service is the difference!

May 30th, 2019

Here at Florence Auto Body, located in Omaha Nebraska we understand that service is the difference between a good and bad experience. Rest assured you will receive nothing but the best service from start to finish. We can handle a number of issues you may be having with your car including alignments, brake repair, collision services, electrical services, engine maintenance, heating and cooling services and almost anything you can think of! Come on down to 2859 Clay St. Omaha, NE and let us service you. You can also reach out to us at 402-451-3566 if you have questions about how we can help you.

Chantilly Shell | Excellent Auto Repair for 30+ Years

May 29th, 2019

For all your vehicle repair needs, trust Chantilly Shell, we have the knowledge to service and repair even the most challenging auto problems on all makes and models of domestic and import vehicles. We have years of experience performing everything from oil changes to a complete engine overhaul, to learn more about the services we offer, please contact us by phone at (703) 246-1746 or stop by the shop at 13704 Lee Jackson Memorial Hwy Chantilly, VA 20151.

 

 

TIERNAN’S SERVICE CENTER / REPAIRS DONE RIGHT!

May 29th, 2019

Want auto repair services done right? Well, if you’re in the Granger Iowa area look no further because here at Tiernan’s Service Center we take care of all your auto repair needs so you don’t have to worry. We specialize in brake repair, tires, suspension work, alignments, fleet services, heating and cooling services, towing, transmissions services, and much more. We don’t stop at car repair, we know the struggle of maintaining a beautiful yard so we are here to help with any lawn mower repairs you may need as well. Again it doesn’t stop there, during the summer we provide boat repairs so you will feel safe and confident the next time you set sail. Give us a call at 515-577-5643 or stop on by 2200 Kennedy St. Granger, IA and let us take care of you.

2019 Automotive Repair Shop Customer Survey: Key Findings

May 28th, 2019

Repair Shop Websites surveyed nearly 600 U.S. auto repair shop customers to determine what shops could be doing to increase their business and make customers happier. This infographic highlights some of the key findings of this research, which include:

  • Independent repair shop customers are happier
  • Convenience and service quality attract customers
  • Trustworthy technicians and service quality create customer loyalty
  • Customers really hate bad reviews
  • And they don’t mind leaving good ones when asked

Click or tap the image below to see the full infographic!

Auto Repair Shop Customer Survey

Repair Shop Websites Webinar – Customers Talk: How to Get Them in the Door and Keep Them Coming Back

May 24th, 2019

Have you asked your customers what made them choose you over the dealership down the road or a franchise repair shop?

We recently surveyed nearly 600 U.S. auto repair shop customers to determine what shops could be doing to make customers happier and increase their business.

The webinar below, “Customers Talk: How to Get Them in the Door and Keep Them Coming Back,” will highlight the results of the survey and how you can use them to bring in more customers and keep them loyal.

Topics covered include:

  • The role of online reviews
  • The impact of price
  • Why service quality may be the most important thing for you to focus on

Lane’s Fast Lube |We Care About You & Your Car

May 23rd, 2019

Urbandale, Iowa is the place to get your car back on the road. They specialize in brake service, auto repair, check engine light, a/c work, and suspension, but can fix just about anything. Come on down to the shop today at 6400 Douglas Ave or call them at 515-255-1797.

Quad City Tech | Your Fleet and Vehicle Specialist!

May 23rd, 2019

In Moline, Illinois is a shop that stands out above the rest. Quad City Tech is the mechanic shop to go to for your fleet or your personal vehicle. Some of their services include hydraulics, lift gates, rollup doors on box trucks. With personal vehicles the can do almost anything like oil changes, tires, brakes, engine work and much more. Come on by the shop at 2800 46th Ave or call 309-277-5600 today!

Turk Automotive Inc | Affordable Quality Repair by People Who Care

May 22nd, 2019

When it comes to affordable quality repair by people who care come on down to Turk Automotive. Located in the sunny Hawkinsville, Georgia they set the precedent for auto repair. Some of their services include brakes, engine work, transmissions, oil changes, and more. This family owned and operated shop is located at 2 Marshburn S! Call then at 478-892-1234.

Should I Respond to My Auto Repair Shop Google Reviews?

May 22nd, 2019

The short answer is yes, but there’s more to it than just posting a quick response. 

We talked about this in some detail during episode five of our Busy Bays Podcast – “What are your Google Reviews doing for you?”.   It’s probably most helpful if we address this question by breaking reviews into three different groups – excellent reviews, bad reviews and false reviews.

The Garage Google review

Responding to excellent reviews

This is the easiest type of review to respond to and by going a step or two beyond just saying thanks, you can help your auto repair shop in a couple of different ways.  A good way to do this is to mention something personal about the customer who left the review and to reference the service that you provided for them. 

First and foremost, you should respond to thank them for taking the time to post a review for your shop.  We all lead busy lives these days, so it’s important to show appreciation to a customer who is willing to take the time to help your auto repair shop. 

Second, by including something personal about the customer, you are showing that you really care about them as a customer.  This helps keep the relationship with the customer strong and also shows potential customers who will be looking at the reviews how much you care about your customers.

Finally, including something about the service you provided will help your Search Engine Optimization (SEO).  This will help you show up in the Local Pack (the list of 3-4 businesses that shows up just below the map in a results page from Google) when somebody searches for that service in your area and it will also help your website search better as long as it is linked to your Google My Business profile.

Responding to bad reviews

It can be very difficult to hold your tongue when somebody blasts you in a review, especially if you feel strongly that they are wrong.  But the important point to remember is that potential customers who read the review will have no way of knowing who is right and who is wrong.  If you respond in a non-professional way, you are demonstrating to potential customers that you are not professional.  As unfair as that may be, that’s the way it works.

Your best move is to respond very respectfully, with something along the lines of “we are sorry you feel that way about your visit to our shop.”  Mention something about how “we strive to provide the best service in town to all our customers.”  And follow that up with “I’d be happy to talk to you personally about your experience.”

In a case where you know that something went wrong with their service, it’s a good idea to be more apologetic.  Almost all customers are forgiving and know that nobody gets it right 100% of the time.  People reading the review and seeing your response will respect you more and be more likely to choose you if they see that type of response. 

Responding with “our goal is 100% customer satisfaction and unfortunately we missed the mark in this instance.  I’d really appreciate the opportunity to talk to you and discuss how we can make it right,” is a great way to demonstrate your care for your customers in the face of a mistake.

Responding to false reviews

Occasionally, we’ll see a review pop up for one of our customers that is either mistaken or blatantly false.  An example would be if somebody writes that they visited your auto repair shop on a Saturday but you are not open on Saturdays.

In these examples it is totally appropriate to point out that they must be mistaken.  Writing something like “we are sorry you had a bad experience, but you clearly didn’t go to our shop.  We haven’t been open on Saturday in 20 years,” is a good way to address it.  Asking them to remove the review because of the mistake is also totally appropriate.  Feel free to also encourage them to stop by your shop for a much different experience.

Like with almost anything, there are some nuances to how you will want to respond to any review.  But, if you use the recommendations above as a guide, and remember it will not be just the person who wrote the review that reads your response but many potential customers, you can further utilize reviews as a way to help you gain more customers.

You may also want to read: Should I Ask Customers to Post Reviews for My Auto Repair Shop?

If you’d like help getting more reviews and responding to them, please contact us at 866-665-1605 or Team_RSW@RepairShopWebsites.com.