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Joe Marconi

Internet Reviews: The Good, the Bad and the UGLY!

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Internet Reviews: The Good, the Bad and the UGLY!

 

I strongly recommend periodically checking internet reviews; from Google reviews, Yelp and as many others as you can. Get to know what others are saying about you and your business. Most are probably good, some may be bad and you just might find that there may be an ugly review that may portray your business in a negative manner.

 

Recently I found an ugly, nasty review of my business that shocked me after reading it. After a little work on my part I contacted the person who wrote the review, sat down with her and was able to understand her frustrations with us and convinced to her to give me an opportunity to rectify the situation.

 

The customer initially came to us for a check engine light and rough idle complaint. We found a dead oxygen sensor and fouled spark plugs. The customer came back a week later saying that the check engine light never came back on, but the car is bucking at times. After a few tests we found nothing.

 

The customer still had the problem at times and felt that we sold her a repair she did not need, did not care and was angry, hence the ugly internet review.

 

When I got the car back, it did indeed buck intermittently and further testing found a faulty spark plug. We installed a new set of plugs, which solved the problem. The customer was very happy that we solved the problem and removed the review.

 

So, pay attention to what people are saying about you online. If you get a bad review, do all you can to contact that person and work to solve the problem. Also, always listen to the customer, make sure you communicate properly and perform follow up calls to catch problems before they escalate.

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I had someone give me a bad review one time on Google that had never even been into my shop. I was going to respond but I left it alone a few weeks later I had several customers respond and blast this person for a bad review of a place that they plainly stated in their review they had never even visited. This review has since been taken down but I check mine on a regular basis for this reason.

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That is one of the problems with internet reviews, anyone can put up a review of your shop, from people who have never been to your shop to a disgruntled former employee.

Edited by MT-Rob

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Very important as more and more people use search engines as their means for contact and location info. Results have tagged reviews. reputation.com models their business in helping with this if you do not have the time to monitor your online reputation. B)

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So true... Here's an article I wrote for MACS that will be out sometime this year. This is where things are going to go for all the future shop owners.

Check it out. This is an overview of the class I attended in Vegas with ASA's VP Bill Haas as the speaker.

http://www.gonzostoo...illsReview.html

 

Very important as more and more people use search engines as their means for contact and location info. Results have tagged reviews. reputation.com models their business in helping with this if you do not have the time to monitor your online reputation. B)

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We have recieved a number of very positive on line reviews that have resulted in us receiving a lot of business from it. I can't help but brag a little by posting this unsolicited review.

 

by Jeff

10/05/2011

 

I have managed automotive shops in Tennessee for 20years.I have customers that travel almost 50miles for me to repair their vehicle.My technicians and I truly believe in talking to the customer,getting to know them and building a relationship.Not everything is about charging a dollar.So anyway I had a customer traveling through Evansville a few days ago and she called me upset stating that she had car problems.I googled Evansville Ind.Automotive Repair and I called a couple shops that was listed.They reminded me of my local competition.You know like they just didnt care.So I called Car-X 3rd shop on my list.Greg answered phone he was interested but I could tell he was busy so he let me talk to Frank and I described the situation about my customer that was traveling through Evansville with car problems and Frank understood.The guys took great care of the customer by being honest and gave her a fair price.I dont believe Frank and Greg would have handled the situation any different even if I hadn't called.Mrs.Jones is back in Tennessee now safe and happy.Frank and Greg both really care about the customer,talk straight and are honest.Im glad their in Indiana and not Tn .I might have some competition that truly takes care of the customer.GREAT JOB GUYS!.

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I have this feeling that as time goes on, the reviews online will have less of an impact. I know that Yelp tries to filter out what it believes to be "fake" reviews and everyone knows that a business with many, many reviews may have had a lot those reviews planted. It does not mean that reviews are not important, though.

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Since I started getting reviews online I know that it has helped bring people to me. People do use the internet and how else would they get to know about you besides reviews when are checking you out in cyberspace? Yes there's good and bad in everything. And I'm sure it is people out there with false reviews but the genuine ones from the heart are hard to fake

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