During the recession of 2009, Car Dealers realized first-hand how quickly things can change. The smarter Dealers today realize that we are not out of the woods yet. Shoppers have more tool and information than ever before from online resources. They can compare price, dealer ratings, availability, secure financing and much more, all from the comfort of their home.
The internet can drive or destroy your sales. More so, your “online reputation” can drive or destroy your sales. Sadly most Dealers won’t do enough to protect their online brand until it’s too late.
Being proactive is the answer. Finding out that there is a problem before the customer is able to trash you online is the solution. Having a manager speak to every customer may help, or may not. Some customers feel intimidated or reluctant to be honest will managers, especially if they are the ones they have an issue with. Furthermore, a customer still may trash you online. Frankly even if they love the service this info never makes its way to the web. Positive comments online are vital to off-setting bad
Only one company can deliver the right solution. A few months ago I was introduced to Mydealerreport.com. Not only are they a leader in online Dealer reviews, they offer the most cutting edge technology. More specifically, in-store mobile reviews.
Using a QR code, smart phone or tablet, my customers’ rate the quality of service they receive in-store in real time. If there is an issue I am alerted so I can take immediate action while the customer is still in my showroom. If the review is excellent then no action is needed and the happy review is posted to the web for all to see. It’s quick, it’s easy and my customers understand that we are committed to making them happy.
Chris is the General Sales Manager of Classic Suzuki of Birmingham. With over 19 years’ experience in the Automobile business he now leads the number one Suzuki Dealership in the Southeast. You can find out more about him at youtube.com/kingofcredit and follow him at justchris101.com