Best Practices

Reputation Management Ideas

The first thing some dealers have thought when we explained the review concept was that they now had a way to control all of their reviews by posting only the positive ones. While this is a trap that some will fall into, we highly discourage this type of thinking. Negative reviews are absolutely essential to a transparent and customer centric review site. What type of credibility would a dealership have if the only review on its site were 5 star glowing comments? No one would believe it anyway.

Customer Satisfaction…

The purpose of having your own review site is to improve customer satisfaction through a better form of communication with your customers. This happens because now you will have a tool that allows for meaningful dialogue between the executive management staff and the unsatisfied consumer. We’re not trying to replace the Customer Service Manager-we’re trying to give him or her a real solution to improve satisfaction levels that ultimately benefits the customer.

Suggestion…

Another suggestion is that your dealership begins to include your unique review URL in all of your marketing materials. Early adopters of this program will easily set themselves apart in the current sea of “my price is better than your price” marketing that is now happening where no one really wins including the under serviced customer who walks in the front door a mini deal and leaves dispirited because no one really seemed to care about the deal. Start adding your review site to print, radio, email campaigns, newsletters, TV, email quotes on new or used vehicles….the list goes on.