The car in front stopped and she did not. Nobody is hurt but the bumper is on the road and she has never done this before. She calls her insurer, gets a name she has never heard of, then opens Google to check whether that shop is any good. She sees three listings, some photos, star ratings, and whichever one posted recently. Your shop does better paint work than any of them. She has no way to know that.
You know you should be feeding the listing. But you are chasing a supplement on a job the adjuster already short-paid, waiting on a quarter panel that was meant to arrive Tuesday, and explaining to a customer for the third time why their car is still in your shop. Marketing is the thing that gets pushed, every week, forever.
So the DRP work keeps coming in at the insurer’s labour rate and the direct customers who pay properly keep going somewhere else. You are busy and the margin is thin, which is the worst combination there is, because it looks like success from the outside and feels like treading water from the inside.
Then a one-star lands from someone who is actually angry at their adjuster about rental days, not at you, and it sits at the top of your profile for four months being read by every person who considers calling.