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Complaints

Getting Complaints Today can Prevent Bad Reviews in the Future

We often tell our clients that we’ll get them more complaints than any other reputation management company. Of course, this has to be explained because nobody wants to get complaints from their customers… unless they’re really interested in maintaining a strong online reputation.

The majority of negative reviews that happen on reviews sites could have been stopped if someone at the dealership gave the customer an opportunity to vent. Sometimes, those opportunities are not easy to come by. We don’t always know that a customer is dissatisfied based solely on their actions while at the dealership.

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Demand

Why Dealers Should Demand a One-Step Reputation Solicitation

If you’ve reviewed automotive reputation management solutions in the past or currently have one in action, there’s a good chance you’ve been shown the “benefits” of having a two-step solicitation process. This is a big mistake.

The two-step process sends your customers a survey that attempts to understand their sentiment. If the sentiment is positive, they are then sent a follow-up email asking them to leave a public review. If the sentiment is negative, they’re sent  a follow-up email asking them to contact the dealership directly. In theory, it sounds like a good idea. In practice, it’s filtering and goes against the terms of service for most review sites.

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