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Best Practices

ReScore® Spotlight: The Fraser’s Automotive Turnaround

We’re excited to introduce you to our new series: The ReScore® Review Spotlight.

This is a weekly feature where we celebrate the incredible stories of customer service triumphs within our network. We’ll share real-life examples of businesses that have turned customer feedback into opportunities for improvement, transforming lower-rating reviews into 5-star success stories.

This week, we’re shining our spotlight on Fraser’s Automotive in Newport News, VA, whose motto is “Service You Can Trust”.  Initially, a customer left a 3-star review expressing some concerns. They had paid for multiple services, including a diagnostic to investigate a grinding noise. Unfortunately, the noise persisted, and the customer also hadn’t received an itemized invoice for their services. While they had experienced great service from Fraser’s Automotive before, this time it seemed off.

But here’s where things took a turn.

Upon seeing the review, Fraser’s Automotive immediately took action. Nate from the repair shop reached out to the customer to address their concerns. The shop rectified the issue with the invoice by correcting the email address and assuring the customer about the condition of their car. 

Here’s what the customer had to say after their follow-up interaction: 

UPDATE: Issues addressed and resolved. Nate called me this morning to address some of the concerns I had with my previous experience. I appreciated the fact that he took the time this morning to reach out and explain the situation with me and to go over what happened. It was a simple misunderstanding–the e-mail address for the invoice was wrong, which they rectified immediately. He also assured me that while they weren’t able to diagnose the noise/grinding issue, that everything else on the car was in great condition. It is because of this, that I would continue to use Frasers for future car services.

Thanks to their swift response and clear communication, Fraser’s Automotive turned a 3-star review into a 5-star endorsement. This story serves as an excellent reminder that transparency, listening, and prompt action can make a significant difference in customer experience. 

Here’s to Fraser’s Automotive and its dedication to customer satisfaction. And remember, it’s stories like these that show us the importance of actively managing and responding to our online reviews

Stay tuned for next week’s spotlight!

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