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Reviews

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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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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Database

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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Connect

The Secret to Getting More Reviews that Stick

There are trends happening in the automotive industry when it comes to reputation management that very few vendors are discussing. In fact, we say “very few” because we haven’t actually seen anyone else talking about it, but it’s there and it’s glaring.

Reviews are becoming harder to get for some sites. Yelp, Google+, and others are tightening up the way that they allow reviews to be visible. Just because someone reviews your dealership doesn’t necessarily mean that the sites are going to allow those reviews to be visible.

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Aim

The Right Way to Post Reviews on Social Media

There is an amazing synergy that is possible between social media and review sites like Yelp, Dealer Rater, and Edmunds. Unfortunately, the majority of dealers and even vendors are missing out on that potential because they’re using the wrong tools.

Most review sites make it really easy to share reviews on Facebook and other social media sites. For Twitter and Google+, this is fine. With Facebook, dealers face algorithmic challenges when they post with these tools directly. The algorithm simply does not like links posted through these sites. In essence, doing so makes your posts invisible.

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