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Did you know that 92% of people trust recommendations from their friends?
While it can seem difficult to get customers to provide referrals, companies grow much quicker and have much better customers when they earn referrals. Here are a few ways you can do just that.
Ask for Referrals – while it’s easy to assume that people will share their great experiences with friends and family, they are unfortunately more likely to bring up their awful experiences. Think about it yourself; if you’re having a conversation with a friend, what’s more likely to come up, a really great customer experience or one of the worst you’ve ever had? Unfortunately, bad news spreads faster than good news.
If happy customers are asked, however, most are willing to provide a good word to others who need a qualified mechanic. They just need to be reminded to think of someone who needs the recommendation and to make sure they get it to them.
Ask for Referrals at the Right Time – The best time to ask for a referral is right after you’ve pleased the customer with great service – a quicker or cheaper repair than expected, or particularly attentive and knowledgeable service. People move from task to task very quickly these days, and they may have forgotten the details that make a referral compelling if they get the request two days – or two hours – after the repair. They’re also more likely to have the positive emotional desire to return a favor if you send an email request for a referral within minutes of handing them their keys.
Make Referring Your Repair Shop as Easy, and Visible, as Possible – Most people look online for testimonials and reviews. Some people check Google to see who has the highest reviews posted. Younger customers may share their experiences directly with their friends on social media services like Facebook or Twitter. While a person-to-person referral is valuable, a strong review on the internet has the potential to reach thousands of people looking for automotive repair services nearby.
In order to get the most impact from your referrals, make sure they’re being posted on major online review sites. In order to maximize the number of referrals you receive, make it as easy as possible by sending them directly to the platform you’d like them to use to review your shop. And remember that the websites of well-reviewed shops will be among the first to show up in Google Local maps!
Do you want to learn how your shop can easily gain more referrals and online reviews? Call Repair Shop Websites at 855-345-6363 or email Team_RSW@repairshopwebsites.com and ask about our Pro+Engage package!