Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
Brian Pasch

Brian Pasch CEO

Exclusive Blog Posts

Texting for Business Landlines - Wait, you can text landlines?

Texting for Business Landlines - Wait, you can text landlines?

I understand that there are many texting platforms but not all texting is created equal. Often dealerships have found trouble with providing one number to …

Tech-Pocalypse Now!

Tech-Pocalypse Now!

There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…

Making the Sale by Communicating with Your Customers

Making the Sale by Communicating with Your Customers

You may see and talk to dozens of customers on any given day and while most of them are at your dealership to purchase a car (some may just be browsing), o…

5 Referral Program MYTHS - BUSTED!

5 Referral Program MYTHS - BUSTED!

Myth 1: Referral Marketing Programs are less cost effective than other marketing channels. FALSE! 92% of people trust recommendations from friends over…

A Dealership Went Pro-Police And This Happened

A Dealership Went Pro-Police And This Happened

There's a lot of anger in our country right now - for a variety of different reasons.   Sadly a lot of that anger is coming out against the men…

Do Not Ask For Yelp Reviews

By Brian Pasch dont-ask-600

Dylan Swift from Yelp addressed the dealers at the 2013 DrivingSales Executive Summit (DSES) and of course the room was packed.  Yelp impacts dealers in many ways especially since Yelp is integrated with Apple Maps, Siri, and even some OEM vehicles.  Yelp reviews often appears on Google Page One search results when a dealer name is searched. 

According to Dylan, dealers should not ask their customers for a review.  That means no kiosks in the dealership, and no direct requests to post a review online when they get home, from inside the dealership.  

Does this mean that every OEM Co-Op Reputation Management program that sends out emails asking for consumers to post reviews is violating Yelp terms of service, if they list Yelp as a link?

Dylan suggested that dealers could put Yelp stickers on their showroom windows.  This would be passive engagement with customers which basically says that the store has a listing on Yelp.

Yelp Believes In Organic Review Growth

Dylan felt that if dealers have hundreds of transactions a month, organically some of those customers will post a positive review on their own, without any prodding.  However nice that sounds, this is NOT the reality for so many dealers.

There are dealers that have service centers that perform THOUSANDS of repair orders every month, and their positive Yelp reviews do not budge.  If we would believe Dylan's hypothesis, dealers should see more positive reviews being posted each month.  Many do not!

Are customers of auto dealerships that different that Dylan's advice is not working?

I would like to hear what readers of DrivingSales have to say!  I would love for you to share how many service RO's your store does each month and how your Yelp reviews are increasing each month.


Brian Pasch, CEO
PCG Consulting

Steve Bradshaw
I agree with Alan. Yelp equals restaurants. Understand the "passive engagement" comment, however unless you're doing it for them or giving them an incentive for doing it who takes time to help you advertise???
Brian Pasch
Alan, your data set means that 60,000 people are serviced by your store a year, and you have only 2 visible reviews. Seems like organic growth for car dealers is not a reality for this generation....
Joel Sesco
I just moved to Alaska to build a BDC department for a major dealer group. As a consumer, Yelp has been extremely useful to me since I am in a new place with no way of knowing a quality establishment from a horrible one. Dealerships that aren't pro-active with their Yelp reviews are an unknown quantity to people that are from out-of-town, and that's a pretty large portion of the population these days. My dealership's situation is slightly different due to our high concentration of rotating military personnel, but I know I certainly won't be changing our practices based on this information.
Earl Brown
years ago I was an internet sales and marketing manager for a Domestic/Import store in Michigan. When a lot of the review sites were still in their infancy, I can recall that we really didn't push the envelope with it either. It seemed like at that time, the customers who found the review sites on their own and invested the time to look into the dealership has more negative reviews than positive. It wasn't until we started asking to be rated on google or some other such website that we experiences MANY more positive reviews. So when I was on the dealership side, it was my experience that the customers we sold and directly referred to the review site...overwhelmingly posted positive things within days sometimes hours of taking delivery....whereas the "organic" spotty reviews...were getting posted by people who purchased months and in some cases years beforehand usually holding a grudge over something trivial...or complaining about needing a service repair etc.
Matt Lowery
Before Yelp tells you how you should get Yelp reviews, perhaps they should look in the mirror. Yelp has a Yelp rating of only 3 stars. Perhaps if they "Asked for Reviews" that rating would be higher. We ask for reviews, we don't incentivize for them, but hell ya we ask.

 Unlock all of the community & features  Join Now