how to give and ask for a review
how many times have you gone to google or facebook to rant about lousy service? In this women’s auto shop post, I’ll address the best way to write a review and write one. I also have a request for you, the reader at the end!
Reviews are a vital part of any private auto shop, franchise, and dealership. In this post I want to address two different aspects of reviews: how to give a good review as a customer, and how to ask a customer for a review as a writer/mechanic or service manager.
I view reviews as an indisputable record of my incredible customer service. this is a double benefit. When I move on to my next job site, I can refer my awesome review to my new employer. At my current workplace, when new customers look for a store to bring their car in, they will see all of my amazing reviews and choose to come to my store.
car owners and customers: leaving a review of your service is very important to the person who repaired your car and helped you. This is a great way to show the person who helped you that you appreciate them.
– use the name of the person who helped you with the review
– If you have time to leave a review on more than one platform, you can copy and paste. Google Yelp and Facebook are good places to leave reviews.
– take a moment and write what you liked about the service. Did your adviser explain things to you in a way you never understood? did you get any good advice? Was the service advisor nice to give you bad news about your car?
– use strong descriptors like excellent service, honest, worth the price, my favorite store, unbiased advice.
– write in the review what kind of service you did in the store. did you change the brakes? do regular maintenance? go for a second opinion?
This is more of a guide to leaving awesome reviews. this is not set in stone. use your best judgement. remember if you have good service rate 5 stars.
example: today I took my car to the shop xx. Mr. smith helped me explain what was wrong with my car and why it was making that awful noise. I ended up having my brakes and rotors replaced due to your excellent, honest advice and impeccable customer service. by mr. smith’s service today i plan to have xx buy my purchases for all services. I also love that they provided me with a lifetime warranty on the brakes!
When you get poor service or a repair fails: Contact the shop and see what they can fix first. I can tell you as a service manager that if I see you left a bad review and didn’t give me a chance to correct it, I probably won’t help you. if you finally need to leave a bad review, please specify that you contacted the store and they refused to help you. a well-written bad review with a few details will get the attention of the corporate boss or dealership. they are likely to contact you to help you. not rant and rave. be direct and get to the point.
example “I went to shop xx to change my brakes. I changed my brakes and rotors but now my brakes squeal every time I put my feet on them. I approached mr. smith the service manager and he told me the squeaks were normal and there was nothing he could do to help. I received good service at this store and I am disappointed that I no longer want to be a customer. spending $375 to make my brakes was expensive for me and I hoped they wouldn’t squeal.”
service advisors/ mechanics and service managers:
First of all, don’t assume that your satisfied customers will leave a review. most of the time, dissatisfied customers are the only ones who even think about it. start by asking only clients you have been working with for a long time. these customers will be the easiest to ask and the most likely to give you a great review. these clients will help you build your confidence to ask questions and teach you the best way to do it for yourself.
– ask for the review!
– Ask the customer to include their name in the review. I usually write my name on the client’s invoice.
– tell the customer which platform would be most useful to them. “Mr. x would you mind taking a few minutes and writing me a review on facebook? https://zudayogaeast.com/ ”
– ask if the customer could do it while waiting for the repairs to be completed. Offer to help the customer stop at the location to leave the review on their phone. I usually help the customer and then write my name directly in the review box. you’re almost guaranteed a client will do the review if they do it in the waiting room
If a customer promises you a review, check back a few days later and see if they left you one. if they didn’t call them! something may have gone wrong with your car so you can avoid losing a customer or receiving a bad review. or the customer might have forgotten and could use the reminder.-
Dear reader, please think about how you leave reviews. do me a favor: for every bad review you leave, try to leave two great ones.
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