Google My Business creates an easy way to obtain reviews for your auto repair shop. You may first ask, "How can I get more Google reviews for my auto repair shop?" Once you start generating more reviews, you will need to learn how to respond to them. Responding to reviews will show your customers you care about what they have to say.
Directly Address the Customer
The worst way you can respond to negative reviews is to ignore the problem or try to convince other readers that the individual experienced an anomaly or was unfair in their review. Instead, you should always address any problems directly. Apologize for the inconvenience and discuss what you plan to do to remedy the situation. This will show that you are willing to resolve problems in a fair manner.
Be Polite & Professional
It is easy to get defensive when you are faced with a negative review. When determining how to respond to Google reviews, think about how you would want someone else to treat you if you had a negative experience with a company. Extend this same courtesy to your customers. After all, how you respond to your review can have an effect on whether this customer returns to your auto shop, as well as if others choose you to satisfy their needs.
Thank Reviewers
When you get a good review, you may not think about leaving a response because there is nothing to resolve. However, it can go a long way toward improving readers’ impressions if you simply thank positive reviewers for leaving a review. Always make sure you thank those who leave negative reviews, as well, because you appreciate their feedback and business.
Don’t Use Reviews to Sell
It can be tempting to use your review responses to cross sell services or even promote the service the reviewer obtained. This is not the place to sell. It is better to focus your sales and marketing efforts on a different platform. Instead, use your reviews as a way to reach out to your customers on a personal level.
Google My Business is a great way to get more Google reviews for your auto repair shop. However, it isn’t enough to only build reviews. Instead, you need to learn how to respond to Google reviews for your auto repair shop. When you respond appropriately, you show your customers you care and it encourages more prospective customers to choose you over your competitors.
