Matt comes by during the day on a Tuesday with some color paper print outs of google search results.
"See, everyone's got a Google Page, whether you set one up or not, and people put up reviews. See this one, 'Kniesel's Auto Service Centers'? They get it. They have mostly good reviews, but see whenever there's a bad review, even from an obvious asshole like see this one, where they say 'don't go here, go to the carwash nextdoor'? Stupid. But someone from the auto place still replies, saying'we're sorry if you had a bad experience, we have no record of you using us, but if you would like to contact us, we want to make it right'. See, that's smart, cause that's what people will see when they go Google for a mechanic close to them." he says.
"So, here's yours. Nothing from you. Some good ones, people saying they got good service or good prices or whatever. See this one though? It says the jerk posted it while they were waiting on an oil change; they complain about how long it takes. I bet they never said a word to you in person though, right? But now everyone who is doing a search will see this. You gotta respond to this shit." he says.
"Best way to do this though, is you can set up, well I can set it up for you, where you claim your google page, and set up one on Yelp too, and it messages you to take a look when a review goes up, so you can respond. Actually, I can set up an interface and code some responses for you, like variations on 'We're sorry, we want to contact you, we will make it right.' That kind of stuff, but you gotta actually do it then, like call 'em up and give 'em a discount next time or something."