Garage Grit Podcast

#002 Handling Bad Reviews: Insights from Shop Owners and CRM Expert

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About the Guest(s):

  • Brad Hurlock: Host of the Garage Grit Podcast and owner of AA Shop Marketing.
  • Jonathan from Dave's Automotive in West Chester, PA
  • Stephan from Lunsbury in Fremont, Indiana.
  • Pete from the Auto Connection in Lincoln, Nebraska.
  • Lance from Dronet in Louisiana.
  • Gregg from STR CRM.


    • Episode Summary:

    In this episode of the Garage Grit Podcast, host Brad Hurlock discusses how to handle bad reviews and respond to them with four shop owners and Gregg from Steer CRM. The panel shares their experiences with bad reviews and offers insights on how to handle them effectively. They discuss the impact of reviews on their businesses, the importance of personal responses, and the challenges of maintaining a high rating. The conversation also touches on the role of customer communication, the influence of online platforms, and the need for customer reviews in the automotive industry.


    Key Takeaways:

    • Responding to every review, both positive and negative, shows a commitment to customer satisfaction and can help resolve issues.
    • Bad reviews can be an opportunity for growth and learning, as they highlight areas for improvement and allow for better customer service.
    • Communication is key in managing customer expectations and addressing concerns before they escalate into negative reviews.
    • Building a strong online reputation requires actively encouraging satisfied customers to leave positive reviews and promoting the business through various channels.
    • While bad reviews can be disheartening, it's important to focus on the overall positive feedback and the relationships with loyal customers.


      • Notable Quotes:

      • "You never want to sit there and beat your chest and go, 'Hey, look at all my great reviews.' I like to look at, okay, what did we do wrong? Was it valid? And then how can we make them think or make them feel like we could do something better to gain that customer?" - Jonathan
      • "If you can gain that customer and the other positive reviews bring them in, then it's up to you to make sure that's not going to be a one-star review." - Jonathan
      • "Reviews are just opinions, and while they can be helpful, they should not define your business or your self-worth." - Stephan


        • Listen to the full episode on Garage Grit Podcast.

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        Garage Grit PodcastBy Brad Hurlock