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What's the Best Way to Get Great Online Reviews?

Joe Marconi

By Joe Marconi
in Customer Experience & Reviews

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newport5 Enthusiast

newport5

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Personally, I don’t want a bunch simply “satisfied” customer reviews; I want the thrilled customer reviews. I prefer the first time customer.

We give them over-the-top service, helpful suggestions, and a fair price. We are in good spirits, joke with them, welcome them to “our family” of customer/clients.

When we’re finished with them and they are heading to their car, I use the “Colombo” technique by walking out to their car as if I had an afterthought and say; “Hey, if we helped you today, please give us a review.”

They are usually shocked that a repair shop can be so helpful. Which make for an exceptional review.

I gotta believe that someone reading that says to themselves: “I GOTTA go there!”

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      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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