Reputation Management

What would happen if your business only accepted new customers referred by your current customers? No more advertising. No more discounting. Referrals only. Would your business grow, just survive, or quickly die? If the thought of depending on referrals alone frightens you your problem is not auto repair shop marketing – it's service quality.

Service Failure Reactions

When auto repair shop customers are unhappy, for whatever reason, three things can happen:

Unhappy customers destroy loyalty and repeat business. Most dissatisfied customers are vocal but silent, unhappy customers are missed opportunities to win the customer back and protect your reputation. When auto repair shop service failures happen, and they will, how you recover makes the difference between being “the best” shop or a “don't go there” shop.

Customers are more willing to forgive service problems if they are recommended to your auto repair shop by a friend. Are you actively asking your customers for recommendations? RobMax has a number of tools to encourage personal recommendations and help build a loyal following of great customers.

Power Of The Collective Voice

On-line Social Networking^[1] is a phenomenon that has exploded in popularity. One outcome of this new virtual community is a collection of shared consumer experiences. Participants are using collective customer reviews of products and services to make informed buying decisions. Auto repair shop owners should be participating in these online communities to promote their businesses.