Car accidents, fender benders, dents and scratches are all a part of life when you own a car but there’s no need to worry if you’re in Lancaster or Bird in Hand, PA. H n H Auto Body specialize in collision repair and auto body paint and have the tools and experience to bring your damaged vehicle back to life! They’ll get your car up and running and looking great. H n H Auto Body also offers auto interior and detailing services so that the inside of your car will look just as amazing as the outside. Give them a call today or stop by one of their convenient locations at 5 Zooks Ln Lancaster, PA or 239 maple Ave Bird in Hand, PA
Archive for October, 2023
Car repairs can be stressful, but it helps when you have a repair shop you can trust. Family owned and operated since 1998, Skillender’s Automotive Center will give you honest advice, top-notch service, and fair prices – just like family. Shop owner has been a part of the Howell Township, NJ community for many years. Skillender’s Automotive Center’s trained technicians strive to treat you and your vehicles with the utmost respect. They offer an extensive variety of services including AC Repair, Brakes, Engine Maintenance, Miscellaneous Services. Stop by the shop at South 1422 Route 9 (behind Mark-O-Lite Sign Company) or call 732-370-5755 today to make an appointment at the best auto repair shop in Howell Township.
Tamrox Automotive is a full-service preventive maintenance and auto repair center in the Jackson, Michigan area. Their mission is to provide extraordinary customer service for EVERY customer, EVERY time! Bring in your domestic auto, SUV, or pickup today with complete confidence that your auto will be serviced or repaired correctly the first time. Don’t be worried about the factory warranty on your new car! They have the staff, skills, training, and equipment necessary to perform all required maintenance on your new car or truck while maintaining your warranty. That are the preferred alternative to the dealership for all scheduled maintenance of your personal car or truck, as well as your fleet vehicle. Stop by their shop at 2850 Airport Road or call today to schedule an appointment at 517-788-9000.
Belmont, NH area vehicle owners – Al’s Used Parts is the place to go for all of your car repair needs. All repairs are carried out by their certified, expert technicians, and they have years of experience. They do everything from oil changes to a complete engine maintenance. They use high-tech diagnostic equipment to guarantee your vehicle is repaired correctly the first time. Additionally, they only use the highest quality replacement parts, filters, oils, and components. Call the shop at 603-524-1493 for an appointment. You can also visit them at 49 Hubble Rd today for Belmont‘s best auto repair services.
Get top-notch high-performance, auto glass, and classic car repair today at McNabb Speed Shop. From BMW to Audi and Chevy, their goal is to offer expert auto and body repairs at an affordable price. They are conveniently located near you in Morrow. They also offer Mustang Dynamometer service as well as custom paint and body work. Stop by the shop at 1880 Joy Lake Rd
Suite B or call today to schedule an appointment at 770-851-3294.
KG Performance and Auto Repair in Camarillo, CA is the place to go to get your car up and running in top condition. Owner has a passion for cars and will treat you and your vehicle with respect. Some of their services include transmissions, engine maintenance and repair, under car services, and electrical services just to name a few. For the best auto repair in Camarillo, stop by the shop at 1955 E Daily Drive #108 or call 805-482-7074 to schedule an appointment.
The short answer is yes, but there’s more to it than just posting a quick response.
That’s especially true if the review is negative. I’m writing this blog because we’ve seen a lot of unprofessional responses to negative reviews lately. Before you get mad at me for typing that, please understand that I know how frustrating it can be to see a negative review, especially when you’ve done everything you could to help a customer.
However, in those cases I would encourage you to consider that your response is for that potential customer who is checking your reviews to see if they want to bring their vehicle to your shop. If you respond to a negative review by tearing into the reviewer, that potential customer is likely to have a negative perception of your shop. If you respond professionally, they are going to see you as somebody who is customer focused and is willing to work through a disagreement or misunderstanding.
Before I get to the recommendations for how to respond to certain types of reviews, I want to briefly highlight why it’s so important to respond to reviews. In our blog from earlier in the year – The Power of Reviews: How They Impact Auto Repair Shop Decisions – we brought forth some of the data from BrightLocal’s Local Consumer Review Survey 2023. In that survey 88% of consumers said they would be likely to use a business that responds to all reviews.
How to respond to good 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 can help your Search Engine Optimization (SEO). This can have the biggest impact on where your auto repair shop shows up in the Local Pack (the list of 3-4 businesses that appears just below or next to the map in a results page from Google) when somebody searches for that service in your area and it can also help your website search better as long as it is linked to your Google My Business profile.
How to respond 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.
If you catch yourself in the process of typing out an emotional, angry response, go ahead and type it all out somewhere to get it out of your system. Don’t submit the review! Let it set there for at least 24 hours. If you go back to it after that period of time and still want to post it, let it sit for an additional 24 hours. After you look at it again, please delete it and think about what that potential customer who sees the review will want to see that shows you can handle these things professionally. I know it’s hard but your business will be better off if you respond professionally.
How to respond 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 encourage them to stop by your shop for a much different experience.
Leveraging reviews to help your auto repair shop
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.
For Classic Car and High Performance Repair and Customization in Central Georgia, Call McNabb’s Speed ShopOctober 16th, 2023
Get the very best high-performance and classic auto repair services today at McNabb Speed Shop in Morrow, GA. They are central Georgia’s premiere shop for all things custom automotive. From classic car repair and restoration to chrome plating services, to paint, auto body, auto glass and more, their goal is to offer top-tier services at affordable prices. They are conveniently located in Morrow, GA. Stop by their shop at 1880 Joy Lake Rd, Suite B or call today to schedule an appointment at 770-851-3294
Looking for trustworthy fleet technicians for your trucks in or around Indianapolis, IN? You have found it with Quick Repair! From front to back, these knowledgeable mechanics provide professional service at affordable prices. Call 317-529-5915 today to schedule your truck service. Additionally, stop by at their convenient location, 6200 South Harding Street Indianapolis, IN today.
Complex, European and Asian automobiles and import cars are Mountain View Imports of Bend Oregon’s specialties. They value specialization and many of their mechanics boast an ASE certification. They have the expertise to work on performance cars designed for acceleration and cornering, luxury cars designed to make daily driving a pleasure, and muscle cars engineered with rear-wheel drive and powerful V8 engines. At Mountain View Imports they thrive on repairing automobiles that offer cutting edge technology and exceed industry standards as well as driver expectations. Call today to schedule an appointment at (541) 728-2915 or come by the shop at 1112 SE Zeller Lane in Bend, OR.