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Repair Shop Advice

Archive for November, 2021

The 5 Most Important Online Review Factors

November 22nd, 2021

For many auto repair shops Google reviews serve as the modern-day word of mouth. Most repair shop owners acknowledge that point and realize that they need to get more reviews. But there is a difference between knowing something and knowing how to do it well. And that can sometimes hold repair shop owners back from asking for reviews.

We recently highlighted how to ask for Google reviews and what to ask for on The Busy Bays Podcast. In this article we’ll take it further, covering the five most important review factors and how they should impact your efforts to get reviews.

Thankfully, Brightlocal performed an excellent survey toward the end of 2020 – the Local Consumer Review Study 2020 – that provides us with data and insight to serve as guidance when it comes to reviews. In the survey they identified the five most important review factors as #1 star rating, #2 legitimacy, #3 recency, #4 sentiment and #5 quantity.

The 5 Most Important Online Review Factors

Star rating

As you might expect, the most important factor for consumers is your average star rating.

What to do:
Keep asking happy customers for reviews to keep that star rating high. It also provides you with some padding for when you get that bad review that will inevitably come. Unfortunately, many shops don’t think about getting lots of good reviews until the bad one comes in and then it’s too late.

The good news is that most consumers don’t expect any business to be perfect. If they see a couple one or two star reviews among a sea of five and four star reviews, they won’t likely be concerned. But if you only have 10 reviews and two of them are bad, you probably just lost a potential customer.

Legitimacy

Consumers like to see proof that reviews are legit.

What to do:
A large number of five star reviews without any comments are likely to make a consumer question if they are valid. So when you ask for a review, ask your customer to mention the services you provided and/or the experience they had with your shop. The references show that the review is legitimate. Reviews that mention specific services can also help you show up higher in the Local Pack (https://www.repairshopwebsites.com/what-is-the-local-pack-and-why-does-it-matter-for-auto-repair-shops/) when consumers in your area search for those services.

Recency

73% of consumers only pay attention to reviews written in the last month.

What to do:
Here’s another reason why it’s important to consistently ask happy customers for reviews. If you are doing that, this one should take care of itself.

If you are having trouble figuring out who to ask, ask your most loyal customers, the ones that keep coming back to the shop. Another way to do it is to set a goal to ask one or two customers each day. Once you start listening for queues with that goal in mind it will become easier.

Sentiment

I generally knew what this meant, but I had to look up the official definition of the word sentiment to be sure. Sentiment is a view of, or attitude toward, a situation or event; an opinion.

What to do:
This is where those reviews in which a customer shares their experience really come into play. People want to be comforted. They want to know that they won’t be making a mistake by choosing your shop. If they can read about others’ positive experiences it will set their mind at ease.

When you know you’ve really helped somebody who was in a difficult situation, be sure to tell them that it would really mean a lot to you if they would leave a review on Google. In most instances they will be happy to do so.

Quantity

The number of reviews your shop has does matter, but please note, this is the fifth most important factor.

What to do:
Did we mention you should consistently ask for reviews? 😊

It can be difficult to ask for reviews during the daily hustle and bustle of an auto repair shop. But, if you make it part of your process and do it consistently it will pay big dividends in helping you keep an excellent online reputation and attract more customers to your shop.

Our Integrated Reviews platform helps our customers get more online reviews. To learn how we can help do that for your auto repair shop, call us at 855-294-6397 or schedule a meeting with us at a time that’s convenient for you!

Armoured Fleet Services Offers Vehicle Repair & Fleet Services You Can Count On!

November 18th, 2021

Armoured Fleet Services is proud to be a new auto repair shop in the northern Virginia area. Located in Alexandria, they’ve built a team of skilled and experienced team of technicians and are excited to be your new one-stop shop for auto maintenance and repair. Armoured Fleet offers a wide variety of mobile and fleet services including oil changes, engine repairs, fleet maintenance, inspections and more. For a high-performing fleet of vehicles, trust Armoured Fleet Services with your repair needs. To learn more about the services we offer, please contact us by phone at 301-221-9185

Protrans Automotive & Transmission Specialists is Riverside’s One-Stop Repair Shop

November 16th, 2021

Get top-notch auto repair services today at Protrans Automotive & Transmission Specialists. From diesel repair to transmission services to maintenance and general repair, their goal is to offer expert auto repairs at an affordable price. They are conveniently located near you in Riverside. Come by our shop at 3420 Gato Ct or call today to schedule an appointment at 951-367-7400.

Joel’s Automotive Repair is Montclair’s Go-To for Car Repair and Maintenance

November 9th, 2021

Get honest, expert, auto repairs and professional maintenance service in Montclair, CA at Joel’s Automotive Repair. Their goal is to offer the best auto services available at reasonable prices. Their customers say they can’t find the same level of expertise that Joel’s auto mechanics provide, anywhere else! Their certified technicians and experienced auto repair specialists provide 5-star service on domestic and import vehicles of all makes and models from oil changes, to engine overhauls, to brake jobs, and more! Call today to schedule an appointment at 909-946-7687.

Locals Know that Ben White Auto Repair is Austin’s Go-To for All things Car & Truck

November 8th, 2021

For more than 20 years Ben White Auto Repair has provided the Austin area with five-star auto repair. Their goal is to offer top-notch auto repair services available at affordable prices. They provide the Austin area with reliable, affordable automotive maintenance and repair services. You’ll be hard-pressed to find the same level of professionalism and service that their auto mechanics provide! Their expert auto service and repair technicians have years of experience performing everything from oil changes, to brake jobs, to complete engine overhauls. Call today to schedule an appointment at 512-428-4411 or come by the shop at 409 E Ben White Blvd.