It’s that special moment when the customer comes to pick up their vehicle and smiles from ear-to-ear.
“Wow, it looks better than before!” “How did you do that?” “You matched the paint perfectly!” Anyone who has worked in a body shop knows how satisfying those reactions can be, but the big question is—how can you successfully monetize this amazing feedback?
In most cases, the customer’s praise for a job done well never goes past the verbal stage. “We like you a lot,” they say. “But, not enough to give you a Yelp review.” If you ask directly for it, you might get lucky, but in general, it’s just another one of those things that get lost in the mix.
In many ways, you can’t blame the customer for not acting promptly. Almost every time you do any transaction now, you’re asked to do a quick survey about the customer experience … over and over again. We have become guinea pigs for the world’s marketers. Sure, they want your money, but they also covet your data, which includes your shopping habits, buying decisions and of course, online reviews.
There is a fast-growing company called Podium in Lehi, UT, with 150,000 users that shops are using more and more to help them improve their online reputations.
It all started in 2014 when Podium’s Co-Founder Eric Rea got a call from his father, the owner of a tire shop in Canada. He was concerned about his shop’s online reviews because the verbal responses he was getting from his customers weren’t showing up the same way online. Instead of managing his online reviews, he was scrambling along and stumbling around in the dark. Can you help me, Rea’s father asked his son?
Rea wanted to help his dad get better reviews for the family business, but he didn’t know where to start looking. After some initial research, he realized that existing solutions were largely antiquated.