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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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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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Upset Service Customer

Sometimes You Just Have to Let Customers Vent

Despite how they might make you feel sometimes, your customers aren’t really out to get you. Much of the stigma that has been in place over the past few decades has been lifted from the car business and consumers are having better overall experiences now than ever before. That doesn’t mean that we or any other business can be perfect.

The rise of our digital voice has made it very easy for people to express their opinions about car dealers and how they were treated. These opinions can often reach large audiences, which is why reputation has become one of the most important aspects of a dealership’s online presence. It’s also the one that gives us the least amount of control.

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Get More Reviews Through Your Database

It’s never good to take something for granted, and unfortunately, we have. We’ve assumed that dealers are pretty much all aware of the easiest way to gain control of their online reputation, but we’re finding out every day that there are still plenty of dealers who are not familiar with how this works.

In reality, using the word “control” is not appropriate. Nobody can control their reputation. They can influence it, but control is impossible because we’re all at hands of people who may or may not appreciate what we do at the dealership. You can give someone the best deal possible, treat them with utter respect, and still find out that they left a negative review on the internet. This is a pain point that cannot be completely controlled, but we can do the things that help make it easier for you reputation… and sanity.

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