5 Negative Google Reviews of Auto Shops and Ways to Respond
If you own a local auto shop, you know how important it is to be getting consistent positive reviews on Google, Facebook and other reviews sites. Reviews are what helps boost your online reputation and attract new customers. After all, more than 90 percent of customers say online reviews impact their purchasing decisions.
Of course, you also know that while the majority of your reviews are hopefully positive, getting the occasional negative review comes with the territory — no matter how diligently you strive to provide a good customer experience.
The good news? As long as you respond and do your best to address customers’ concerns, negative reviews can be good opportunities to explain your side of the story and try to make it right. A compassionate, thoughtful response might even be enough to change an unhappy customer’s mind about their experience. Plus, it’s a chance to show prospects your willingness to sympathize with an upset customer and offer a solution.
Here at Broadly we’re in the business of helping auto shops get Google reviews, so we’ve seen our fair share of positive and negative examples. Here’s a look at some of the more common negative reviews we’ve seen — and suggestions for how to best respond to them. See if any of these sound familiar to you!
This example demonstrates one of the most important things to keep in mind when responding to a negative review: If you made a mistake, take responsibility for your part and apologize for not meeting expectations.
Many auto shops are probably all-too familiar with customers complaining about timing and work taking too long. In this example, the owner offers a sincere apology and also does a good job of presenting the facts without sounding defensive or accusatory.
When possible, provide a solution and a productive next step. For example, provide your name and contact information and invite the customer to try to resolve the situation with you in person.
If it makes sense — after apologizing and addressing the issue — mention your key certifications and any other keywords you’d like associated with your business (for example, location, type of services provided, vehicles you work on, etc). This can help SEO and also help prospects learn more about your business.
No matter how wild the review is (remember, some of these reviews may be fake or spam), always answer and before posting, reread your message and remove anything that sounds defensive or emotional.
Are you looking for more information about how to take charge of online reviews, build a strong online presence and earn more business for your shop? We’re offering a FREE resource: Responding to Reviews Guide & Checklist: How to Take Charge of Your Online Reviews and Earn More Business.