Take Advantage of Positive Online Reviews

May 9, 2019
A look at how to use positive online customer reviews to boost your business.

​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. 

Sponsored Recommendations

Best Body Shop and the 360-Degree-Concept

Spanesi ‘360-Degree-Concept’ Enables Kansas Body Shop to Complete High-Quality Repairs

How Fender Bender Operator of the Year, Morrow Collision Center, Achieves Their Spot-On Measurements

Learn how Fender Bender Operator of the Year, Morrison Collision Center, equipped their new collision facility with “sleek and modern” equipment and tools from Spanesi Americas...

ADAS Applications: What They Are & What They Do

Learn how ADAS utilizes sensors such as radar, sonar, lidar and cameras to perceive the world around the vehicle, and either provide critical information to the driver or take...

Banking on Bigger Profits with a Heavy-Duty Truck Paint Booth

The addition of a heavy-duty paint booth for oversized trucks & vehicles can open the door to new or expanded service opportunities.