Answer every lead fast
Speed wins repairs. Customers booking online are usually comparing two or three shops, and the first one to reply with a clear price and a time usually gets the job. Aim to reply within one business hour, and within 15 minutes while you're open.
- Call first. If there's no answer, text straight away.
- Confirm the model, the repair and the price range.
- Offer two specific times, not “whenever”.
- Send a confirmation text with your address and parking tips.
First text to a new lead
Hi {first name}, this is {your name} at {store}. Got your request for your {model} ({repair}). The price is {price} and most of these take about {time}. We could do {time option 1} or {time option 2} today. Which works?Phone opener
Hi {first name}, it's {your name} from {store}. You booked a {repair} for your {model} on iPhoneRepair.me. I've got your price and a couple of times. Is now a good moment?Voicemail
Hi {first name}, {your name} from {store} about your {model} repair. I've texted you the price and a couple of times. Reply to the text or call {store phone}. Thanks!Get more Google reviews
Reviews are the single biggest lever for showing up in Google Maps. Ask every happy customer, at the moment they're happiest: when you hand back a working device.
- Ask in person, then send the link by text the same day.
- Get your direct review link from your Google Business Profile (Ask for reviews).
- Reply to every review, good or bad, within a few days.
- Never offer discounts or gifts for reviews, and never ask only happy customers (“review gating”). Google's rules and FTC rules prohibit both.
Review request text
Thanks for choosing {store}, {first name}! If your {device} is working well, would you leave us a quick Google review? It really helps a small shop: {review link}Reply to a 5-star review
Thanks so much, {first name}! Glad we could get your {device} back to normal. See you next time (hopefully not too soon!).Reply to a negative review
Hi {first name}, I'm sorry about your experience. That's not the standard we hold ourselves to. Please call me at {store phone} so I can understand what happened and put it right. {your name}, {store}Google Business Profile checklist
- Primary category: “Mobile phone repair shop”. Add secondary categories that fit, like “Computer repair service”.
- List every service with a short description: screen repair, battery replacement, charging port, water damage and more.
- Add your booking link from your store kit as the Appointment link.
- Upload at least 10 real photos: storefront, counter, bench, before-and-after repairs. Add new ones every month.
- Keep hours accurate, including holiday hours.
- Post weekly: a repair you did, a tip, a seasonal offer.
- Answer the Questions & Answers section yourself with common questions (prices, turnaround, walk-ins).
- Use the same name, address and phone everywhere online: website, Yelp, Apple Maps, Bing Places, Facebook.
Social post ideas
Short repair videos and before-and-after photos outperform everything else in this industry. Film the satisfying part: the old screen coming off, the new one lighting up.
- Before and after of a shattered screen
- Time-lapse of a battery swap
- A water-damage rescue, with the “don't use rice” tip
- A myth-buster: “Your phone doesn't need to be in rice”
- Meet the tech: a 15-second intro to whoever's on the bench
Earn trust at the counter
- Run a quick function test with the customer before you start, and note any existing faults on the intake form.
- Explain part options honestly, for example OLED vs LCD, with both prices.
- Never promise data won't be affected without checking. Ask customers to back up first.
- Test everything after the repair with the customer watching: touch, cameras, speakers, mics, charging, Face ID or Touch ID.
- Write the warranty on the receipt or a warranty card.