Boost your auto shop’s reputation with a strong online review process. Learn how to request, manage, and respond to reviews to attract more high-quality customers.
The Power of Online Reviews for Auto Repair Shops
Think about the last time you needed a service—whether it was a restaurant, a plumber, or even a car repair. Did you check the reviews first? If so, you’re not alone. A BrightLocal study found that 98% of consumers read online reviews for local businesses before making a decision.
For auto repair shop owners, reviews can be a game-changer. A strong online reputation builds trust, attracts more customers, and increases revenue. But managing reviews isn’t just about getting five-star ratings—it’s about creating a process that encourages positive feedback and properly handles negative ones.
In this article, we’ll walk you through how to improve your online review process so that you can build trust, increase visibility, and grow your business.
How to Provide Excellent Customer Service to Repair Customers
Learn about the importance of developing positive experiences for your customers and gain practical insights on effective strategies.
Download our eGuide today and learn how exceptional service can impact your shop's long-term success.
Yes, I Want My Free eGuide!Step 1: Make It Easy for Customers to Leave Reviews
If leaving a review feels like a hassle, customers won’t do it. Here’s how to simplify the process:
- Claim and optimize your profiles – Ensure your business is listed on Google Business Profile, Yelp, Facebook, and RepairPal. Keep your contact information accurate and add photos of your shop.
- Ask at the right moment – Train your team to request reviews right after service when customers are most satisfied.
- Send follow-up texts and emails – Use automated tools to send a friendly message thanking customers and including a direct link to leave a review.
- Put QR codes in your shop – Place QR codes on receipts, invoices, or signage at the front desk so customers can easily scan and leave a review.
Action Step
Claim your Google Business Profile and get RepairPal Certified today if you haven’t already.
Step 2: Encourage Positive Reviews (Without Incentivizing)
You can’t (and shouldn’t) buy reviews, but you can encourage customers to share their experiences.
- Deliver excellent customer service – The best way to get positive reviews is to earn them through great service.
- Mention it in person – Have service advisors say, “We’d love it if you could share your experience with others.”
- Feature reviews on your website and social media – When customers see others raving about your shop, they’ll be more likely to leave a review themselves.
Step 3: Respond to Every Review – The Good, The Bad, and The Ugly
Your responses to reviews show future customers how you handle feedback. Here’s how to do it effectively:
For Positive Reviews:
- Say thank you and personalize the response.
- Mention specifics about their visit: “We’re so glad you had a great experience with our technician, Mike.”
- Invite them back: “We look forward to keeping your car in top shape.”
For Negative Reviews:
- Stay professional. Never argue with customers online.
- Apologize and offer to resolve the issue. Say, “We’re sorry to hear this. Please contact us at [phone/email] so we can make it right.”
- Take it offline. Respond publicly but solve the problem privately.
Action Step
Set a goal to respond to all reviews within 24-48 hours to show customers you value their feedback.
Step 4: Monitor Your Reviews Regularly
Keeping track of your online reputation is essential. You don’t want a bad review sitting there unnoticed for weeks.
- Use tools like Google Alerts to get notified when new reviews come in.
- Assign a team member to check and respond to reviews daily.
- Analyze feedback – If multiple customers mention the same issue (like long wait times), use it as a learning opportunity.
4. Leverage Online Reviews and Social Media
Online reviews are the digital version of word of mouth. Studies show that 90% of people trust online reviews as much as personal recommendations (Dimensional Research, 2024).
- Encourage happy customers to leave a Google, Yelp and/or Facebook review.
- Respond to reviews—both good and bad—to show you care.
- Share customer testimonials on your website and social media.
Step 5: Turn Negative Reviews into an Opportunity
Not every customer will leave happy. But how you handle a negative review can turn it into a positive impression for future customers.
- Be empathetic about the experience they had.
- Offer a resolution. A discount on their next service or a free reinspection can show you care.
- Follow up after the resolution. If the customer is satisfied, they may even update their review.
J’aime Davis, Senior Manager, Marketing & Content at RepairPal, suggests handling difficult situations with active listening and showing empathy.
“If you happen to have an unhappy customer, stay calm and listen to their concerns. Letting someone vent and taking interest in their concerns can make them feel validated and help to turn the whole thing around. One thing to always remember is that you don’t know what else outside of the car repair is affecting their day. Maybe the car repair is taking longer than expected and they are in a panic because they are relied on to transport folks around, or maybe they are upset with the cost of the repair because it was an unexpected expense and they really don’t have the money to cover it.
Offer a resolution if you can, like providing a loaner car, or allowing a long time customer to make payments, and don’t forget about your body language – it can say as much as your words.”
Customers don’t expect perfection, but they do appreciate businesses that take responsibility.
Step 6: Keep Your Reviews Fresh
Recent reviews matter more than old ones. Google prioritizes businesses with consistent new reviews because it signals ongoing customer engagement.
Ways to Keep Reviews Coming In:
- Rotate your ask – If you only ask the same customers, your review stream may dry up. Train your team to request feedback from every satisfied customer.
- Highlight reviews in your marketing – Share a “Review of the Month” on social media or your website.
- Ask in different ways – Some customers prefer texting, while others respond better to email or face-to-face requests.
Build a Reputation That Drives More Customers
Your online reputation is one of the most powerful tools for growing your auto repair business. A strong review process helps build trust, attract quality customers, and set your shop apart.
Key Takeaways:
- Make it easy for customers to leave reviews.
- Encourage positive feedback without incentives.
- Respond to all reviews—good and bad.
- Monitor and manage reviews daily.
- Use negative feedback as a chance to improve.
- Keep reviews fresh with consistent requests.
By focusing on these steps, you can boost your shop’s online reputation and grow your business with happy, loyal customers.
