My team is getting ready to release a tool that reaches out to your customers automatically to ask for a review. Positive feedback returns a prompt to review on Google and Yelp. Negative feedback is caught and an autoresponder asks them to contact you to discuss. It's a great way to boost your online reputation without much effort. It works standalone and can also integrate with your shop management software. When you close a ticket it can automatically trigger the outreach cycle. 

As an ASO member you can use it for free for 3 months. No credit card required. 

Check it out. Feature requests and feedback always welcome -- RepCaster.com

Use invite code ASO2023

Imagine what you could do IF you had a custom mobile app for your vehicle owner customers to download, interact with, and engage with your brand?
I'm noticing this trend in the food industry, retail industry, and now even in the medical industry.

What about our auto repair industry niche?
We're working on version 7.3, and part of what I love to do is get great feedback and build it into our upcoming versions.

What about you.
What type of features would an auto repair professional like yourself want in your dream app?

Please share your ideas here and my hard working team of app gurus will get on it!

Lyft has a business site: https://www.lyftbusiness.com/?utm_source=google&utm_medium=cpc&utm_campaign=b2b&creative=263920142322&keyword=%2Blyft %2Bcustomer&matchtype=b&network=g&device=c&segment=all&utm_content=self-serve&placement=&adgroup={adgroup}&gclid=Cj0KCQjwu-HoBRD5ARIsAPIPene7xTDnfQyMoT8kp1PriZCzffGzu0Zkmd1EoAmIiFyCzB0_wuiP8QwaAto0EALw_wcB

Here's Uber: https://www.uber.com/us/en/business/central/

Think about this: THE NUMBER 27. I know, doesn't mean anything right now but, instead of writing it all out, have a look at this video. You'll be surprised!

Hope this helps!

Matthew
"The Car Count Fixer"
 

P.S.: Follow CarCountHackers on Facebook - Subscribe to CarCountHackers on YouTube https:/YouTube.com/CarCountHackers - Grow your car count, income and profits!

We were recently servicing a vehicle for brake work due to low pedal depression. Vehicle presented with brake pads metal to metal, scored rotors, and 2 seized calipers as well as water in the brake fluid lines.

After replacing the pads, rotors, calipers,  and purging the lines, there was still depression noted. We recommended replacing the brake master cylinder. Customer agreed and part was ordered from the dealer. After installation and purging the lines several times, it appeared slightly better though depression in the pedal was still present. We advised the customer that more time was needed with the vehicle and insisted on taking the vehicle as is cause "we did not know what we were doing". Vehicle was at the shop for about 2-3 days. Payment was made so we could no longer hold the vehicle.

Come to find out, the customer is now suing for the amount of repairs though they are justified as the parts were in need of replacement (we still have the old parts). 

Any suggestions as to how to proceed? 

Thanks for your thoughts and input in advance.

- Nick 

Lemme 'splain...

First of all, the reviews given by your customers reveal the health of your business. If your customers aren't saying good things about you, that's a warning sign that you better get your act together right now and start providing a better experience for your customers.

Also, if you only have a few handfuls out of all the hundreds or thousands of customers you've worked saying good things - that's not a healthy sign either. They may like, or even love, doing business with you, but if they aren't telling the world (aka writing an online review), their little secret is hurting your chances to attract more car count.

You see, studies show that 92% of folks will read reviews before making a buying decision, and if you don't have a stellar reputation (4.7 or higher), they'll move on to the next shop.

In fact, I advise that you completely stay away from any form of online advertising for new customers unless your score is at least a 4.7 out of 5.0. Why? Because your prospective new customer will easily be able to compare you with everyone else and will more than likely choose the shop with the better reputation - negating all the time, money, and effort you've put into your advertising efforts.

Look, you can argue with me all you want, but we're talking human nature here. Most will always go with the higher recommended shop. Why not? If you don't have a great reputation score, all you're really doing is advertising for your competitors that do.

But your score isn't the only factor being looked at. There are actually three factors that are important about your reviews.

1. Quality (4.7 or higher overall score is needed)
2. Quantity (These days, a minimum of 75 reviews are needed, but in highly competitive areas, 150+ is needed)
3. Recency (You must be getting 1 or 2 new reviews every single week)

=== So you say you do a great job, your customers love you, but they just aren't writing those positive reviews that you need in order to let the rest of the world know how awesome you are, right? Here are three ways to get more reviews:

1. Ask. (Duh!)
2. Bribe. This has been very effective for a lot of my clients in the past, however it's also considered a no-no by the review sites and may get your account shut down if they find out.
3. Use an automated service like Soapboxx to do it for you that will email or text your customers after their service, ask if they were happy, and then send them directly to Google, Facebook, YP, or wherever you wish so they can write a quick word about their experience.

Soapboxx is the only automated review-boosting service created specifically for the auto repair industry and the beta-testing of the software has just been completed. (See just a few of the remarks from the users below) Go to www.Soapboxx.io for more details.

Check out what some of the members of the new Soapboxx platform are saying...

Whatever you choose to do, ask, bribe, or automate the whole thing - put getting more 4-5 star reviews at the top of your to-do list. It's simply the best thing you can do to help attract more car count to your shop!

Hi, so yesterday a girl walks in and handed me some pictures of what looks to be a Black spot on her cooling fan like something has been rubbing on it. She explained that she was on a trip over the weekend and something it happened she lost all her coolant while driving. She had it towed to the local Subaru dealer. They told her the cooling fan had rubbed a spot through on the upper radiator hose causing the engine to loose it’s coolant, it overheated and now supposedly the engine is seized up. Guess who just replace the radiator about one month ago Yep we did. Luckily she’s a very nice girl but kind of sat there wondering what I would do for her. she said the dealer quoted her six grand for a new engine... of course that’s not gonna happen since has approximately 200,000 on her 05 Subaru Outback. Now the vehicle is approximately three hours away and she’s wondering what I can do for her. I talk to the dealership that the car is that they basically said whoever put the radiator in is at fault but they didn’t know why the hose started rubbing against the fan??? Anyway we were in that spot last so I feel like I’m responsible to do something. Wondering if anybody has any thoughts on how to handle this, or if anyone has had similar situations. Thanks.

Sent from my iPhone using Tapatalk

Has this ever happened to any of you?

We recently went out of our way to accommodate a customers' vehicle repair request. Though the customer was argumentative about pricing, hours charged, parts used etc, they ultimately agreed to the repairs. About an hour or so later, we receive notifications of several 0 or 1 star reviews on many social websites including Yelp, Google, Yahoo, Facebook....... you name it they had an account or made a new account to put their side of the story out there. 

How would you handle this? Do you feel obligated to complete the said repair? 

Thanks in advance for your thoughts and opinions.

Nick 

We are really lacking in the online/social media department and would like to boost our overall ratings on yelp, google, etc.

Thanks in advance for your thoughts and opinions.

Nick

my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God. 

Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.

Another frustration here lately and I know it just comes with the territory is courtesy inspections. We ask before we do them, spend 30 minutes to an hour checking them out and then they don't want to buy anything. How do we can handle this? I don't want to be wasting time checking cars out if they don't have any interest in fixing them.

Here's an example of our courtesy inspection: http://autoinsight.info/inspection.aspx?inspectionid=744ea18a-99f5-4d62-ad67-077fb3c7e346&t=classic&sb=def

We are leasing a 5 bay shop in a beautiful area of a Florida retirement mecca. We fall under all sorts of local noise, color, sign, and architectural restrictions. Truthfully, the place is quite attractive. The bays doors face the main street and the office/waiting room faces a side street with public parking.

We haven't opened yet but we already have customers stopping by to chat and ask questions every time the bays are open.

The previous shop was one man show who did it all in the first bay. He kept the "front" door locked.

Now it's on me to re-train the customers that they can't enter the shop, stand under the lifts, chat with the tech, smoke cigars, use the techs bathroom, or park use the street parking as long term boat/rv/limo storage.

The insurance underwriter is wanting yellow plastic safety chains and red "do not enter" type signs. I don't really like that look.

So what does everyone else do to prevent or discourage customers from just walking into your bays?

Sent from my LGLS992 using Tapatalk

The moral of this story is if a customer won't let you do your job properly, let them be mad and go somewhere else. Rip the band-aid off fast. I hate to be that guy that says no I can't help you but sometimes it's mandatory. 

As a general policy we go through great lengths for our clients when they are unhappy in the form of free services and sometimes parts depending on the situation. We are very conscious of customer's expectations and putting ourselves in their shoes to make sure that at the end of the day they felt like they were taken care of.

One thing I do not stand for is customers being complete jerk offs to my staff. If you come into my business and treat people with no respect then all bets are off. Even at the cost of a bad review that's where I put my foot down.

Anyone else have any ideas?