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You DON'T want all 5-star Google reviews

Joe Marconi
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  • 2 months later...
newport5 Enthusiast

newport5

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hhhhmmmm ... I'm not so sure.  We have (only) 32 reviews (on Yelp) and all 5's except one.  I've heard nothing negative, but naturally I don't know about people who are turned off by that. 

If we create a great experience with a new customer, I say: "Hey, if you had a great experience, please leave a Yelp review."

I've learned that if that customer doesn't have a Yelp account, that brand new review doesn't make it to the front, it ends up behind the scenes (I forget the category name).

I know a guy who ASKS for 5 star reviews. He has 41 reviews, all 5-Star on Google. It works for him. He does have a lot of video reviews as well. Viewers feel as if they know him.

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bantar Community Regular

bantar

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I'm not suffering from that TERRIBLE 100% 5 Star rating, so I can't tell you how bad it is on that side of the fence.

About 95% of my 1 star reviews are from people who have never spent money here.   I've earned (vs the many unearned ones) 2 of them, and one recently.  Autistic kid offers to buy a lady's car because she could not afford the repairs in order to help the lady get a new car.  He has no money himself.    P.S.  Her car broke down later that day.

I don't bow to my haters.   I address them head on and write my review responses to my new readers looking for a shop.   One person recently told me he came because I didn't apologize to the undeserving.

We solicit reviews with an after-service survey and a link to provide reviews as well as in-person request if we think that they were happy.   Both methods work.  

BTW, It takes 26 5-Star reviews to cancel a 1 Star review.    (26 * 5 + 1 = 131    131 / 26 = 5.03)   As you get more and more reviews, it's harder to move the needle much.

 

On 8/26/2022 at 2:26 PM, newport5 said:

I've learned that if that customer doesn't have a Yelp account, that brand new review doesn't make it to the front, it ends up behind the scenes (I forget the category name).

I have a 3 pager buried in Yelp Not Recommended section.    It was from a customer that I fired because he wanted to argue pricing.   Last time, I explained how it worked.   Next visit, he paid my diag fee, which I explained during drop off, but to his wife.  He was unhappy and tried to convince me that I was wrong.  He was also fired.   Same review is also sitting in the BBB files.

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  • Have you checked out Joe's Latest Blog?

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      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”

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