Reading Yelp reviews can be an uncomfortable experience for many fixed-op managers. In contrast to when they try a new restaurant, few people look forward to going to the dealership for car repairs. The slightest negative experience will be magnified many times over—and is more likely to be described online.
It’s time for dealers to rethink online ratings and reviews. For many dealers, online reviews are a necessary evil to be occasionally monitored, perhaps managed passively, or ignored outright. Too often, dealers consider a successful review strategy to consist of occasionally responding to a negative customer complaint. They know reviews
Why are customer reviews so powerful? Simply put, everyone loves a good story. Customer reviews are a great way for customers to tell their story and share it with a larger community. The long tradition of storytelling to exchange social information means auto dealers can’t ignore the value of customer
“I Was Made For Lovin’ You,” the seminal KISS song, stole the spotlight in a recent Honda Odyssey commercial. In it, a children’s choir serenades a browsing couple from inside the minivan as club lights flash, singing, “I was made for loving you, baby. You were made for loving me.”
Online reviews are a great opportunity for you to gather feedback and information from your customers. Although some would argue that these sites are just a place for consumers to complain about their experiences with local businesses, this is not the case. Most people use online review sites as a
In a word, online reviews can be frustrating. When left to their own devices, customers who deign to leave a review usually fall into two categories: over-the-moon happy or incredibly upset. Very rarely does it occur to your middle-ground customers to leave a review, and this leads to a lopsided