THA 106: Managing a Negative Online Review

 Your Learning Curve Never Sounded So Good The Panel: Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes HERE. Bill Greeno owner of Quality Automotive and Smog in Truckee, CA and is also a business consultant with a focus on leadership and management and is big on communication. He and his team work hard on building strong internal communication, that he says makes a huge difference in his unyielding customer service. He also believes that having a satisfied staff is pivotal to customer service success. Having a shared vision is at the core of this. Their Vision Statement is “Your Trusted Local Auto Care.” Their service-related conversations revolve around their Vision Statement and it is the launch pad for discussions regarding new ideas and/or changing a policy or procedure. Bill teaches on building a strong business culture. Listen to Bill’s episodes HERE. Gary Pontious Jr., AAM, is the Vice President and General Manager of Toledo Auto Care. Gary’s Dad, Gary Sr. bought the business in 1985. The business is Toledo’s oldest independent auto repair shop and is celebrating, in 2017, a special milestone; their 100th anniversary. Gary started working at Toledo Auto Care in the summer of 1990 as a fuel tank repair/restoration technician and pick-up/delivery driver. As with most family business, Gary worked in many positions within the company and in April 1994 he became a full-time Service Advisor. “Since the beginning,” Gary says, “our business has been focused on building strong customer relationships and providing the highest quality of workmanship on each and every automotive repair.” Gary is a member of Elite Pro service with Jim Murphy and is also an ASE Blue Seal Shop. Listen to Gary’s episodes HERE. Key Talking Points: 5 Step Program Two negatives don’t make a positive Breath and DO NOT respond Don’t Get mad. Once you hit enter everyone sees it. Take ownership. Acknowledge the review. Take the higher ground. Be clear and offer advice on how to continue the relationship <span style="font-weight:...