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Customer Experience & Reviews

How was your customer's experience? Customer online reviews including good and bad, consumer complaints, and general customer service discussion. 


202 topics in this forum

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  1. Google Reviews

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  2. this pisses me off !!!

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  3. Concierge Service

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  4. Car caught on fire!

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  5. Lugs came loose...

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  6. Customer Reviews

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  7. Angry Customers

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    • ASOG Podcast Ep 52 - Navigating The Generational Gap with Adam Huber
    • Key Talking Points Growth Option: Satellite Location Wanted to grow, needed more production space, couldn’t expand. Options was buying second location or a satellite location Found office space with industrial area ½ mile away- former call center but had 20 ft ceiling and old garage doors Put his best technician to the satellite location All customers go to the original location Opportunity for more heavy line work, and alignment/tires and hiring Culture of teamwork to shuttle back and forth  Has office space now and leases other spaces- offsets mortgage  Creative thinking as a solution  Up 63% last year Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Tom Grady founded Redhawk Auto Service in 2005 with the goal of providing the Temecula Valley with high-quality automotive service that emphasizes excellence, value, and convenience. Tom Grady has over 35 years of automotive industry experience as a former executive with Ford Motor Company and Nissan. He was also an automotive dealer in Orange County and New York. Mr. Grady has an M.B.A. degree and a B.A. in Economics. The Grady’s also own full-service hand car washes and founded Redhawk Hand Car Wash in 2003. Mr. Grady has been actively involved in the community through the Rotary Club and as the past Chairman of the Lake Elsinore Chamber of Commerce. Listen to Tom's previous episode HERE   Click to go to the Podcast on Remarkable Results Radio
    • Key Talking Points Mobile diagnostics- made personal flyers online, offered discounts in the beginning so the shop could see what he offered and view him as an asset. Word of mouth quickly picked up.  Advice- having the proper “It” factor, basic fundamentals, you’re the expert and last resort for shops, Investments- start small with what tools you already have and add on as you go. Training- it is their future, training isn’t an “easy button.” Learn something new every day or else you are falling behind.  ADAS- Brandon has secured a warehouse and will be investing in ADAS.  Started experimenting making tools- interest grew and started using 3D printer, sells online  Jarheaddiag.com Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners:       This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Brandon Dills, Owner, Jarhead Diagnostics. Jarhead Diagnostics is a veteran-owned and operated automotive diagnostic company. The owner Brandon has an extensive background in both aviation and automotive diagnostic repairs. They specialize in advanced diagnostic strategies, as well as manufacturing and selling top-quality diagnostic equipment. Click to go to the Podcast on Remarkable Results Radio
    • Key Talking Points Team apathy- Is the owner being disengaged or having burnout? Maya Angelou quote -  “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” If we don't care how the other person feels, we have failed.    Showing you care with customers and employees Leadership role- make the people your passion Engagement survey- is there someone at work that encourages my development? Does my supervisor care about me as a person? Think about the last time you had an engaged server at a restaurant- how did that make you feel? What are your employee roadblocks? How can you remove that roadblock for them? How are you doing? How are we doing? How is the company doing? Performance management instead of reviews High priority interrupts- addressing and correcting issues immediately Hiring process-12 step process, 3-6 weeks, meetings, writing assignments, discussions. Are you passionate about customers? How have you wowed a customer? How did you make an upset customer, happy? DISC assessment. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more. The Panel Jack Curran, G & C Tire and Auto Service, two locations, Chantilly and Manassas, VA. Listen to Jack's previous episode HERE Jim Hayes joined the United States Army after High School where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula, where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim transitioned to the automotive industry, where he currently serves as General Manager of Pacific Motor Service. Listen to Jim's previous episodes HERE   Click to go to the Podcast on Remarkable Results Radio
    • Has being approved by an insurance company made a difference to your bottom line? I had a vehicle towed in recently and the customer's insurance company was to pay for the work done. About a day or two later an insurance adjuster showed up to the shop, gave an inspection and approved our location. The caveat was that the invoice he eventually submitted was a complete lowball. I'm wondering if it was that particular company (small and regional) or would a major insurance company provide a more realistic approved quote? Also, do you guys think it's worth it to request to be on all area insurance companies list of approved shops in the long run?
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