How to respond to a mixed 3-star review for auto repair shops
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to auto repair shops
Pricing disputes are about trust. Explain your quoting process in general terms rather than listing the customer's invoice in public.
- Common complaints
- a higher bill than quoted, the problem coming back, delays waiting for parts
- Common praise
- the honest quote, the fast turnaround, explaining the repair clearly
Example reply
The honest quote was great, but a higher bill than quoted really took away from it.
Thank you for the honest feedback. We're glad the honest quote stood out, and we're sorry a higher bill than quoted let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your auto repair shop name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep