1) How do customers look for workshops today?
Many customers don’t have a ‘local mechanic’. So, the first thing they do is go to Google or Facebook and start looking for mechanics in the area. A popular search term is ‘mechanics in local suburb’.
Google puts a HUGE EMPHASIS ON REVIEWS when listing search results. It identifies businesses with the best online presence and most positive reviews and puts them at the top. Customers don’t have the time to browse through everyone and will choose from the first few listings. See example below:
Type in your own suburb and see what comes up. Are you in the top? If not, start taking your reviews more seriously.
2) Why are reviews either sending workshops broke or spiraling them to new heights of success?
81% of your potential customers research the Internet before purchasing something. It is now a fact that a major part of customer research includes reading online reviews. When there’s plenty of competition, customers want a business with a proven good reputation.
If you were looking for a repair shop, who would you trust? The workshop with 74 reviews and a great 4.2 rating, or the one with no reviews?
3) Why do I need online reviews when I’ve got great word of mouth?
Online reviews are the new word of mouth. Almost everyone reads online reviews to make an informed decision. 9 in 10 people trust online reviews as much as personal recommendations. This proves workshops can no longer rely on word of mouth alone but must have an online presence to retain old customers and attract new business.
4) The problem isn’t reviews, it’s bad reviews. What do I do when I get them?
You must respond! Customers today understand no business can satisfy every customer every time. Even the best businesses have negative reviews. There’s nothing to fear.
How you deal with a bad review can make the difference.
Studies show responding to negative reviews with solutions brings positive results. 33% of genuine customers that received a response after negative feedback made it positive. Responding helps you drown out negative reviews. When customers see hundreds of positive reviews and just a few negative ones, they find you more genuine and trustworthy.
5) What is the new review feature in Workshop Mate? How does it solve my concerns?
The new review feature in Workshop Mate offers a laser-focused approach to help you build a great online reputation. Good reviews get posted to Google or Facebook. And negative feedback is sent to you via email to manage offline.
However, it’s important to understand you cannot fully get rid of negative reviews. A good response can make your workshop look more genuine and builds trust with new customers. Our managed service covers responses to both positive and negative reviews.
6) How does the reviews feature work?
1. The customer receives the following message via SMS after a mechanic service.
2. The happy face takes customers to Google or Facebook for a review.
3. The sad face opens a feedback form. This is sent directly to you (not any public forum) to manage quickly and confidentially.
7) How much will this review feature cost me?
The basic unmanaged service is $79 pm, and the managed silver service is $150 pm.
The managed silver service includes a dedicated account manager who responds to all reviews on your behalf and will pass on any negative reviews to you for your action. This frees up your time to focus on good customer service and get more business for your workshop.
For more information about our reviews feature contact us on 1300 473 744 or enter your details below and our friendly staff will get in touch with you.