Situations that come up
The repair that took longer than planned
A car off the road costs the customer in organisation and stress. Explain in one sentence if there was a hitch (part on order, diagnosis that changed) and thank them for their patience. Don’t mention the registration number or the exact model.
The invoice higher than the quote
The subject is sensitive. Acknowledge that understanding the quote is essential, and offer a private conversation where you can look at the documents together. Avoid detailing each line in public.
The fault that comes back
Don’t dispute what the customer is going through. Say you want to see the vehicle again and give a way to reach you. What you do next is settled outside the comments.
The review of trust
Customers who say “they explained what had been done” remind us of what others are looking for. Say thank you and mention the point they appreciated, without turning it into a sales argument.
Three reply templates to adapt
Fill in the fields (optional)
An empty field stays in square brackets in the text: fill it in before publishing. Read it over and change a few words, a reply that looks written for this person beats a copy-paste.
Repair delay
The customer waited longer than they had been told.
Hello [first name], thank you for your feedback. We understand that [problem] complicated your organisation, and we apologise. We would like to talk it over with you: you can write to us at [contact]. [business name].
Quote and invoice
The review is about the final price or the clarity of the quote.
Hello [first name], thank you for sharing how you felt about [problem]. A quote should be clear so that you can decide with peace of mind. We suggest looking at the documents together: write to us at [contact]. [business name].
Thank-you
Positive review.
Thank you [first name] for your trust and your message! Your words about [specific point] please us. See you soon at [business name].
Other cases (fake, unfair, no comment reviews): the twelve general templates.
Where to put your review QR code
- When handing back the keys, at reception, at the moment the customer collects their vehicle.
- On the invoice or the work report handed over at the end.
- In the text announcing that the vehicle is ready, with the direct link.
The direct link, the QR code and an A4 poster with your name are made here: Google review link and QR code (free, no account). The same QR code for all your customers, with no sorting.
To check on your Google listing
- Workshop and reception hours, which are not always the same, and closing days.
- The services you carry out (servicing, tyres, inspection, bodywork...) listed in simple words.
- Photos of the workshop, the reception and the team, so people recognise the place when they arrive.
To go through the rest: the 17-point listing check-up. A complete listing doesn't guarantee a better ranking, it mostly keeps you from losing a customer over wrong info.
To avoid
- Giving the registration plate, the full name or the details of a job in a public reply.
- Accusing a customer of bad faith: even if you are right, the reader remembers the tone.
- Promising a repair at no charge in exchange for a change to the review.
Google's rules change: read its official help from time to time. More details: getting more Google reviews, honestly. These tips are practical, they don't replace legal advice.
A review to deal with now?
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