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Clear a backlog of unanswered Google reviews in minutes, then turn your best reviews into a month of social posts
Tonnika Haynes, second-generation owner of Brown's Automotive, a repair shop that has served Chapel Hill, North Carolina, for 45 years, profiled by Ratchet+Wrench on answering reviews and making content with AI
Her team uses AI behind the scenes to help answer Google reviews with keyword-rich language, draft and update SOPs, prepare talking points for weekly meetings, and organize feedback and stats for employee reviews. She makes the decisions; the AI cleans up the wording. Her suggested starting point for other shops: paste the unanswered reviews into AI and ask it to 'respond with empathy' or 'respond professionally,' then use your reviews and strengths to generate social media posts.
See the vendor’s pricing
Easy · or we do it from $149/mo
AI assistant (not named in the article), Google Business Profile
The problem
Answering every Google review well takes time, a backlog of unanswered ones feels overwhelming, and the owner is also the one writing SOPs, meeting notes and employee reviews.
What happened
As reported by Ratchet+Wrench: 'It helps me get all of that stuff done much faster.' Her estimates for the starter ideas: a 50-review backlog is 'done in minutes,' and 'you can have 30 days of marketing content in 15 seconds.' No figures on ratings or bookings. The article doesn't name the AI tool.
Quoted in the source: Tonnika Haynes, Brown's Automotive. Source: Ratchet+Wrench: Making AI Work for You (2026-03-17) · Added 2026-10-14. Results as reported by the source; we haven't independently verified them.
How to set it up yourself
- What they do: the team uses AI to draft Google review replies with keyword-rich language, and a person decides what gets posted.
- Her suggested start: copy every unanswered review from your Google Business Profile, paste them into an AI assistant and ask it to 'respond with empathy' or 'respond professionally.'
- Tell the AI your shop name, town and the services you want to be known for, so replies mention them naturally (for example 'brake repair in Chapel Hill') without keyword stuffing.
- Read every draft before posting, and handle angry reviews yourself (call the customer first).
- Her other suggestion: paste your best reviews and the shop's strengths and ask for a month of social post ideas built on what customers actually praise.
- Use the same assistant for SOPs, meeting talking points and employee reviews: give it your rough notes and ask it to clean up the language, then make the decisions yourself.
- DIY adaptation (the article doesn't name the tool): the free tier of ChatGPT or Claude handles this. Save your instructions as a custom GPT or Claude project so replies sound the same every week.
Copy-paste prompt
You write Google review replies for [Shop], an independent auto repair shop in [town] known for [services]. For each review below, write a reply under 70 words: thank them by first name if given, mention the specific service or experience they praised, and naturally include our town and one service name. For any review under 4 stars, apologize once, don't argue or share job details, and invite them to call [owner/manager] at [phone]. Sign as '[Name], [Shop]'. Then, using only these reviews, give me 12 one-line social post ideas built on what customers praise most. Reviews: [paste]
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Rather not do it yourself?
We'll set this up in your tools, in your voice, tested. $149/mo with setup included (6-month minimum), or $497 pay-once. Satisfaction guarantee: we'll fix it until it works. Pay-once setups: or we refund your setup fee. $149/mo plan: cancel in the first 30 days and we refund your first month. Terms. We reply within 1 business day.
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