{"id":2247,"date":"2013-12-12T17:17:39","date_gmt":"2013-12-12T23:17:39","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=2247"},"modified":"2013-12-12T17:17:39","modified_gmt":"2013-12-12T23:17:39","slug":"the-google-effect","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/","title":{"rendered":"The Google Effect"},"content":{"rendered":"

\"\u00a9

\u00a9 Depositphotos.com\/antb<\/p><\/div>
\n\u201cHey, man. I just got back from the mechanic and he is telling me that I need a whole new brake system. This is going to cost me a fortune and before I invest in the repair, I want to make sure he is giving me a fair price and that I actually need the job done. What do you think?<\/i>
\n\u201cGoogle it. You wouldn\u2019t believe the stuff you can find on there.\u201d<\/i>
\nTwo schools of thought exist in this situation \u2013 the customer\u2019s opinion and the auto repair shop\u2019s opinion. The customer loves being able to Google the information to make sure they aren\u2019t getting ripped off. But from what I\u2019ve heard from repair shops, this \u201cGoogle-it\u201d mentality is frustrating. If you\u2019re a shop owner, you might even think,
\n\u201cWhy even bring your car to me? If you think you know more than I do, then do the repair yourself!\u201d<\/i>
\nLet\u2019s start out by acknowledging that it can be dangerous to take this approach toward curious, tech saavy customers. They may ask a lot of questions and double check your assessments, but the reality is that these people are using the tools they have to protect their pocketbook. With the very same tools, they can leave damaging reviews on popular websites that cause big problems for your business\u2019 reputation \u2013 and that\u2019s the last thing you want people to see when they research you online. So, what is the most effective way to work with a Google-happy customer?<\/p>\n

    \n
  1. Understand where they are coming from. <\/b>Their reason for researching is fear and confusion. They want to understand what is happening to their vehicle and more than anything, they want to be able to trust you. Use this to your advantage and point them towards credible web resources to help them make a decision. Be a resource and earn their trust.<\/li>\n
  2. Be specific and most of all, honest. <\/b>\u00a0Assume that everyone who walks into your shop has the \u201cLying Mechanic Checker\u201d app for their iPhone. Leave nothing up to interpretation and lay out exactly what needs to be fixed – and why<\/strong><\/em>. Our industry is moving away from \u201cYour transmission is busted<\/em>\u201d and toward \u201cYour external sensors aren\u2019t functioning properly which is causing the harsh engagement that you are feeling. They will need to be replaced.<\/em>\u201d The clearer your diagnosis, the more specific their online search is going to be.<\/li>\n
  3. Embrace the advancements in technology! <\/b>If someone is going to research the repairs you are suggesting, wouldn\u2019t it be great if they found a video of you walking them through the process? Grab a camera, put together a couple of your most popular repairs, and sign up for a free youtube.com account. The easiest way to battle the internet is to control its content.<\/li>\n<\/ol>\n

    The next time a customer pulls the \u201cI Googled-it\u201d card, see it as an opportunity to earn a new, internet-connected customer. You have access to the same tools they do, so use them.<\/p>\n

    \n

    \"\"After you’ve given a customer an estimate, how often have you heard “Well on Google…” in response? It might be frustrating or even annoying, but Stan the Trans Man has 3 helpful ideas. What do you think? Comment below or\u00a0email Anthony directly<\/a>!<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

    \u201cHey, man. I just got back from the mechanic and he is telling me that I need a whole new brake system. This is going to cost me a fortune and before I invest in the repair, I want to make sure he is giving me a fair price and that I actually need the […]<\/p>\n","protected":false},"author":13,"featured_media":2337,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,12],"tags":[270,271,272,273],"acf":[],"yoast_head":"\nThe Google Effect - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Google Effect - REMANU\" \/>\n<meta property=\"og:description\" content=\"\u201cHey, man. I just got back from the mechanic and he is telling me that I need a whole new brake system. This is going to cost me a fortune and before I invest in the repair, I want to make sure he is giving me a fair price and that I actually need the […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/\" \/>\n<meta property=\"og:site_name\" content=\"REMANU\" \/>\n<meta property=\"article:published_time\" content=\"2013-12-12T23:17:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2013\/12\/Depositphotos_22574615_xs.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"424\" \/>\n\t<meta property=\"og:image:height\" content=\"283\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Stan the Trans Man\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Stan the Trans Man\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/\"},\"author\":{\"name\":\"Stan the Trans Man\",\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/person\/3f686442942c8cabedc0b79b39326a55\"},\"headline\":\"The Google Effect\",\"datePublished\":\"2013-12-12T23:17:39+00:00\",\"dateModified\":\"2013-12-12T23:17:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/\"},\"wordCount\":561,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/etereman.com\/remanu\/#organization\"},\"keywords\":[\"auto repair\",\"customer research\",\"Google\",\"web tools\"],\"articleSection\":[\"Customer Service\",\"Reman U articles\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/\",\"url\":\"https:\/\/etereman.com\/remanu\/2013\/12\/12\/the-google-effect\/\",\"name\":\"The Google Effect - 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