Customer reviews are essential for car dealerships to build credibility, attract new customers, and enhance their online reputation.
It’s often difficult to get customers to post their reviews online and this can be compounded if your brand is not recognised well enough to be appreciated by prospective customers.
In this guide, we'll explore best practices for acquiring customer reviews, increasing reviews, and managing your dealership's online reputation. Follow these actionable steps to boost your reviews and grow a positive relationship with your customers.
Why do you need reviews? Good and bad
In today's digital age, customer feedback is more crucial than ever, and it's essential to understand why both good and bad reviews are vital for your business's success.
Good reviews are like having a team of dedicated salespeople working for you. They provide social proof, instilling confidence in potential customers and encouraging them to make a purchase. Positive reviews not only boost your reputation but also drive sales and revenue. They're also a testament to your hard work and dedication to delivering exceptional products and services.
Bad reviews are important too. They offer a unique opportunity to identify areas for improvement, allowing you to refine your business and take it to the next level. By addressing the concerns and issues raised in negative reviews, you can rectify problems, enhance customer satisfaction, and ultimately reduce the number of bad reviews you receive in the future.
The key is to encourage customers to share their experiences with your business. But before we dive into the strategies for achieving this, let's address a crucial question…
Do people even read reviews
The answer is resounding yes. Approximately 90% of the UK consumers stated they would check online reviews before buying from a particular business. Even more shoppers said they often avoid enterprises with a rating lower than four stars as per statista.
When it comes to big-ticket items, reviews play an even more critical role. In fact, according to a survey, 73% of consumers are more likely to consider number of reviews when shopping for high price-point or luxury items, indicating that they place greater importance on reviews for more expensive purchases.
People tend to read reviews more frequently for these purchases because the risk associated with buying an expensive product sight unseen is higher.
Another reason for reading reviews is when customers are confused between you and your competitors, reviews give you a solid edge. By showcasing your commitment to customer satisfaction and continuous improvement, you can differentiate yourself from the competition and attract more customers.
Here are a few ways to get more customer reviews for your business:
1. Make It Easy - Just Ask and Use QR Codes
The simplest way to get more reviews is to ask for them directly. Encourage your sales and service teams to request reviews during customer interactions. QR codes are an effective tool for this purpose. Display QR codes prominently in your dealership, linking directly to your review page. Customers can quickly scan the code with their smartphones and leave a review on the spot.
2. Utilise Email Marketing
If you collect emails from your customers, use email marketing to solicit reviews. Send personalised emails to satisfied customers, thanking them for their business and asking them to share their experiences. This method works particularly well when you target happy customers who are likely to leave positive feedback.
3. Offer Incentives for Reviews
Incentivise your customers to leave reviews by offering them something in return. This could be a discount on their next service, entry into a prize draw, or a small gift. Just make sure to follow the guidelines of review platforms like JudgeService and Google to avoid any policies against incentivised reviews.
4. Create and Automate a Review Request Process
Develop a standardised process for requesting reviews to ensure consistency. This could include a follow-up email after a purchase, giving a reminder during service appointments, or handing out a card out at the end of a transaction with instructions on how to leave a review. Additionally, use automation tools to streamline and send out review requests efficiently.
5. Target and Personalise Requests to Satisfied Customers
When asking for reviews, focus on customers who have had a positive experience. These satisfied customers are more likely to leave glowing reviews that enhance your dealership's reputation. Personalise your review requests to make them more effective. Use the customer's name and reference their specific experience with your dealership. A personalised touch can significantly increase the likelihood of receiving a review. Educate your customers on the importance of reviews and let them know how their feedback helps improve your services and assists other customers in making informed decisions.
6. Respond to Reviews (Positive and Negative)
Responding to reviews shows that you value customer feedback and are committed to providing excellent service. Thank customers for positive reviews and address any issues raised in negative reviews promptly and professionally. This not only builds trust but also demonstrates your dedication to customer satisfaction.
7. Use Online Reputation Management Tools
Invest in online reputation management tools to monitor and manage your reviews. These tools can help you track reviews across multiple platforms, respond efficiently, and analyse customer feedback to make data-driven improvements to your services.
By implementing these best practices, your car dealership can increase the number of online reviews, improve your Google reviews, and maintain a strong online reputation. Encourage your customers to share their positive experiences and use their feedback to continually enhance your services.
One such tool is Online Reputation Manager. It enables you to keep on top of online reviews 24/7 and saves you time by automating the collation and notification of reviews. Request a personalised demo today and join over 1,000 businesses across the UK using our platform which has published over 1.5 million online reviews!
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