05/25/2026
Be honest—do YOU read a company’s replies to reviews before choosing them?
As business owners, we’re often told:
Respond to every review—good, bad, even the ones from years ago.
And honestly…
You wonder.
Does it actually make a difference?
Is anyone really reading the owner’s reply?
Most days… it’s hard to tell. But every once in a while…
💥 You hit the jackpot.
A customer doesn’t just leave a great review—
they reflect back exactly what you’ve been trying to build. And you realize:
People ARE paying attention.
One recent review from Shelley Jamieson stopped me in my tracks:
“I visited/contacted multiple shops/websites and read countless reviews.
Gateway Autobody was the ONLY shop that responded with appreciation to every review.
When the review was negative, they acknowledged the experience, investigated, apologized, and took corrective action.
The administrative team—especially Jen—kept me informed every step of the way.
The repairs made my 2017 Ford Escape look like the collision never happened.
Top-notch service from beginning to end.”
I read that and thought:
That’s exactly what we’ve been trying to do.
Not just fix cars—but:
Acknowledge people
Take responsibility
Improve continuously
Treat every customer like they matter.
I want to recognize our Customer Advisor and front office team. They’re the ones who ask for reviews.
Let’s be honest…
😬 It can feel awkward. But it matters.
Drives Net Promoter Score (NPS)
Impacts your Google presence
Shapes how future customers see you
Without that ask—
Reviews like Shelley’s don’t get written. Responding to reviews can feel repetitive. Asking for them can feel uncomfortable. But together?
They tell your story.
Authentically. Publicly.
And sometimes…
✨ Someone really notices.
To Shelley—thank you.
For seeing it.
For saying it.
For reminding us why the effort matters.
