Taking a look at the Google reviews for Ken’s Automotive & Transmission, in Frederick, Md., it is apparent that the employees care about their customers. How is the strong relationship between customer and shop so obvious? Donna Mead, shop owner, responds to every single review the shop receives—good, bad, and ugly.
Mead’s shop receives a lot more positive reviews than negative, Mead says, and although she stresses the importance of thoughtfully and carefully responding to the negative ones, she says that responding to each positive review is just as important.
“I think you should respond to all reviews, on all forms of social media,” Mead explains.
The shop owner feels that every response shows those looking at the reviews that the staff of the shop is watching, keeping an eye on things and truly cares. Responses on all reviews prove that the business cares just as much about the happy customers as the unhappy ones, Mead notes.
Since Mead says that a lot of the time, positive reviews will come from customers she has gotten to know fairly well, she will respond with a personal touch. She’ll begin the response with, “Hey, it was great to see you this time,” and the shop owner will then mention a tidbit that came up in a previous conversation, and then tell the customer she will see them next time.
“[The responses] show that we have a personal relationship with our customers,” Mead explains.
