The How and Why of Customer Reviews for Every Auto Repair Shop
Posted by Johnny Keys on 28th Jun 2021
It is crucial to strive for the best customer experience every time. One way you can ensure that you are providing customers with the best experience is to rely on customer reviews. Reviews for auto repair shops are incredibly important as they allow you to address any potential concerns and learn how you can manage your shop better. Let’s go through a few of how customer reviews of auto repair shops are important.
Customer Reviews Matter
The power of customer reviews is undeniable. Almost all of the customers you acquire have used reviews of some sort in their decision-making process when determining where to get their car fixed. It is very common for people to look for recommendations from others and rely on testimonials before choosing your service. This helps them feel as though they have already established trust with your company before setting foot in your shop.
The Best Way to Get a Good Review
There are a few things you can do during the customer’s visit to ensure you get a good review of your shop. We have highlighted a few auto repair shop marketing tips for you to try out to generate more traffic.
Before the Repair
Before you repair a car, the first thing you need to do is listen and empathize with every customer and their situation. Auto issues are incredibly inconvenient for people, so take the time to listen to their frustration and understand. Set up a time to begin working that is convenient for them and gives you the best chance of completing your work.
When they return to drop off the car, greet the customer right away with a smile. Give an accurate estimate of how long the work will take as well as how much it is likely going to cost. Assure the customer that you will not do any extra work without consulting with them first. Attempt to keep the customer updated on the progress throughout the day.
During the Repair
Sometimes during a repair, other issues come to light. When this happens, contact the customer right away and provide them with an estimate. Do not do anything until they have responded and given you the go-ahead. Do your best to emphasize why the repair needs to happen, but do not be pushy. If you take the time to explain the additional repair and wait for their permission, you are much more likely to get a good review and a repeat customer in the future.
After the Repair
When the customer picks up their car, greet them and explain clearly what you repaired and why. Make sure you let them know about any repairs that may be coming up in the future as well. As the customer leaves, thank them for their business and suggest they leave you a review on Facebook, Google, or your website. This will encourage them to share their experience and allow you to gain another good review for your shop.
When dealing with customers, always strive to provide the best experience possible every time. Reviews can make or break your business, so taking the time to ensure you get positive feedback is essential for long-term customer retention and the addition of new ones.
For other repair shop marketing tips, be sure to check out our blog to learn more.