My first negative review!

I had a similar experience. Someone left me a negative review on google, I was shocked. After doing some detective work turns out it was a local competitor leaving negative reviews on not only mine but others as well! Talk about being competitive haha I filed a complaint to get the review removed.
Also I always walk the customer over the vehicle showing/inspecting my detail job. Saves you a lot of trouble with those oh so "lovely" picky customers. Why do you think im not in retail sales anymore?? Giving that up to detail for a living was the best decision I ever made!

Don't worry about the review. Use it as motivation to prove that review wrong every time you detail :D
 
I always have my wife call the next day to see if the customer liked the job and was satisfied with everything.
 
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Beavis said:
I always have my wife call the next day to see if the customer liked the job and was satisfied with everything.
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You should have Butthead call instead!






J/K Beavis :)
 
Nicholas I can only imagine your frustration. If I where you I would defiantly respond to the negative review that you sincerely apologize for anything that they may be disappointed with and that you would love to make it right. That you value both there business and honesty and if they would please contact you so you can fix and or address any concerns.

Doing this will show anyone else that you are very concerned about them being pleased with your service. Also it will show them that even though they approached this in a wrong way you are still willing to make it right and the client happy.
 
Thanks for all the responses guys! This really lifted me up. :dblthumb2:

Before today I almost just deleted the whole page all together just because of that one negative review (yes, I'm that much of a perfectionist). Then I started thinking... if this was a review from a competitor that's probably exactly what they would have wanted me to do.

I like a lot of your ideas about ways to improve the overall customer experience and ensure that they are satisfied with the service provided. I think in the end, whether it is a bogus review or not, at least this opened my eyes to renew my focus on the overall customer experience rather than simply the vehicle I'm working on.

And to everyone who offered to leave a review: I'm not saying you should... but... It's not like I can really stop you! The beauty of the internet. :awesome:
https://plus.google.com/101295157042242191756/about?gl=us&hl=en
 
Nicholas@Autowerx said:
Here is the review:
"the car pet in my car was still stained." -[anonymous]

I wish I knew who it was so I could call them back and see if I can try something else to clean the pet they keep in their car. I guess in the future I will be more upfront about the services I offer and explicitly note that we do not clean pets left in the vehicle.
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One of the funniest things I have read all day, awesome man! :)

Car - pets!

AHHH, IS IT ALMOST 3:30AM!? I have cars to detail tomorrow... night all!
 
Nicholas@Autowerx said:
Thanks for all the responses guys! This really lifted me up. :dblthumb2:

Before today I almost just deleted the whole page all together just because of that one negative review (yes, I'm that much of a perfectionist). Then I started thinking... if this was a review from a competitor that's probably exactly what they would have wanted me to do.

I like a lot of your ideas about ways to improve the overall customer experience and ensure that they are satisfied with the service provided. I think in the end, whether it is a bogus review or not, at least this opened my eyes to renew my focus on the overall customer experience rather than simply the vehicle I'm working on.

And to everyone who offered to leave a review: I'm not saying you should... but... It's not like I can really stop you! The beauty of the internet. :awesome:
https://plus.google.com/101295157042242191756/about?gl=us&hl=en
Click to expand...


Im the MAN
 
OP, you stated its easier to leave a message on the internet than to say something face to face, this is a direct result of multimedia IMO, noone knows how to talk to people anymore, kinda sad so tip of the cap to Facebook (which I'm not on BTW), Twitter and everything else out there. We can tell you care about your business and how you look, just gotta believe in good karma I say!
 
I'm with the group that believes one of your competitors may have posted the negative information. I was checking local golf driving ranges to determine the best bargains and I read a negative post on one site and the poster was required to leave his name. He owns the worst range in the county and he's posting negative comments on one of the better golf ranges so it certainly can happen in the world of detailing as well.
 
I finally figured out how to post a response to the review. I just treated it like a legitimate review, apologized, and asked them to call me directly to resolve the problem.

Thanks again everyone for the positive vibes and great suggestions!
 
Ultimate thread revival! Im the MAN

So... I'm not really sure how this happened but the negative review is now completely gone. The competitor that I THINK is the one who left the review is now closed... and I have a positive review from a recent customer!

I've looked around and I see some businesses seem to have TONS of reviews on their Google pages. I'm assuming they encourage their clients to leave reviews for them (which is something I don't currently do but probably should).

I'm wondering... how do you guys ask for reviews or testimonials from your customers?
 
Nicholas@Autowerx said:
I was up late the other night just checking stuff out looking at other detail shops and car wash reviews looking for ideas to help avoid mistakes that other people have made. It seems as if most of the negative reviews other shops had been getting were from people who were upset about scheduling conflicts or the interior was not as clean as they wanted (mostly due to pet hair)...

After all that I looked up my business and was shocked to find a single, negative review. My first review EVER and it's negative! I could hardly sleep the rest of the night. I have never asked any of my clients to leave reviews for me and to my knowledge I have never had a dissatisfied customer (until now apparently).

Here is the review:
"the car pet in my car was still stained." -[anonymous]

I wish I knew who it was so I could call them back and see if I can try something else to clean the pet they keep in their car. I guess in the future I will be more upfront about the services I offer and explicitly note that we do not clean pets left in the vehicle.
Click to expand...

ROFL!!!!!

Carpet... no space ROFL!!!!
 
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