Enhancing Customer Service With Social Media for BMW Repair Shops

It’s no question that social media has changed the way we communicate with our family, friends and even customers. Social media touches many marketing channels and allows your customers to reach out to you (and you to them) through several different ways, whether through Facebook, Twitter or customer review sites (Yelp, etc.).

Having multiple social media channels for your BMW repair shop allows you to reach customers all at once, strengthen relationships online, and hopefully keep them coming back into your shop. You have a larger connection with customers and more personalized interactions when using social media.


Increase your reach by setting up a Facebook page for your BMW service center. This will help build word of mouth and create awareness for your shop and the services you provide. Also, it’s a nice tool to have in case an issue needs to be resolved (e.g. a negative review left on your Facebook page by an unsatisfied customer). Facebook has the capacity to let you turn a negative into a positive with just a simple reply post. It is quick and effective.


Real time and personal, Twitter is a unique way to communicate with your customer base, as well as acquire new customers, using 140 characters and hashtags. By proactively reaching out to customers with “tweets,” such as and oil change service special, you can help create a personal experience. With hashtags, you are able to see what your customers are talking about and monitor things that pertain to your BMW repair center.

Customer Review Sites

Customer review sites such as Yelp can help to improve your reputation online and more and more people are turning to them to check out your BMW repair facility before they pick up the phone to make an appt. These type of sites are the most credible because real customers are sharing their experience for others to see.

When using social media for your BMW repair shop, make sure you understand your customer’s behaviors. Be honest, helpful, personalized and over-deliver the customer service experience.

Get their feedback from their experience having their BMW serviced at your shop, monitor interactions between them, you and others, and keep them coming back by reaching out.