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They can write reviews on Yelp, swap stories on Facebook, and tell friends how it is on Twitter. The frustrating reality is you can't control the conversaion. But, you can be part of it. Any you should be. Getting feedback through this modern-day suggestion box is critical to keeping customers happy and coming back. Follow these simple steps to take the 'scary' out of reviews and transform them into a benefit for your business.
Get the lay of the land by simply searching your business name. Read the reviews about your shop and your competitors to feel out where your business stands.
Powerful and free, this option is a go-to for seeing what’s being said about you online. Google Alerts will notify you when your business is mentioned on the web. Set it so you get an email once a day or once a week to keep up to date.
Get notified when someone leaves a comment, sends a message, or tags your shop in a post by downloading the Twitter and Facebook apps and turning all notifications ‘on.’ Social media moves fast. With real time alerts, straight to your phone, you can respond right away.
Bob’s is my number one body shop. I’ve been coming here for years. But after this last visit, I was shocked that there’s no joe in the waiting room. I need my coffee in the morning, especially for such an early appointment.
- Tammy H.
Flint Michigan
Hi Tammy, thank you for your patronage and being such a loyal customer. We appreciate any feedback that you may have to make Bob’s Auto Body Shop an even better shop for you. We do apologize for the lack of coffee during your visit. We were experiencing low pipe pressure and out engineer was her at work repairing the water line to the coffee machine. Your satisfaction is of the upmost importance to us, the next time you’re in, ask for Tim T. and your next inspection is on the house.
Well-written responses make your shop look smart and on top of things. Make sure the employee in charge of reviews has decent writing and proofreading skills.
The harsh reality is not all reviews will be good. The employee in charge should have the authority to resolve complaints, without having to constantly check with higher-ups for approval.
Always make sure the person in charge of responses keeps a positive and upbeat attitude. Similar to in-person customer service, be conversational, genuine, and courteous when responding online.
Get the lay of the land by simply searching your business name. Read the reviews about your shop and your competitors to feel out where your business stands.
Powerful and free, this option is a go-to for seeing what’s being said about you online. Google Alerts will notify you when your business is mentioned on the web. Set it so you get an email once a day or once a week to keep up to date.
Get notified when someone leaves a comment, sends a message, or tags your shop in a post by downloading the Twitter and Facebook apps and turning all notifications ‘on.’ Social media moves fast. With real time alerts, straight to your phone, you can respond right away.
Unfortunately, many people post reviews when they’re upset. Satisfied customers tend to drive away and back to their daily routines without second thought. Flip the script and get online reviews to work in your favor by encouraging happy customers to post happy reviews. Incent them to share and follow up by thanking patrons for their positive reviews.
When you have an especially satisfied customer—you know the type: grinning and thanking you over and over—just ask them if they would be willing to post a review. Most are happy to do it.
Did a customer just visit your shop? Send them a follow-up email to make sure everything is going well and ask them to leave feedback.
Sometimes even the most satisfied customers need a little incentive to post. Offer a monthly raffle or small coupon for anyone who reviews you online. Just make sure it's for all reviews and not just positive ones.
For better or for worse, all responses deserve a quick and timely response. While glowing reviews might make your day, don't cringe too hard at the bad. When potential customers see all perfect reviews on a siste, the skeptic in the begins to creep out. In many ways, a sprinkling of bad reviews of bad reviews validates your business and how you respond can show your genuine concern.
Good or bad, thank each reviewer for posting by commenting on their review. That lets them know you read it and care about what they think. And now the public knows your care too.
Don’t let bad reviewers fester in their own frustration. Respond as soon as you can—ideally a few hours to a couple of days, at most.
Negative responses can quickly make you want to yell off the rooftops that the customer is wrong. But, they can also be great opportunities to address issues and show you care about improving.