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Jared Hamilton
From: Jared Hamilton
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Mary-Kelly Gaebel

Mary-Kelly Gaebel Manager - Reputation Management Team

Exclusive Blog Posts

Why Your Online Shoppers Don’t Take the Bait

Why Your Online Shoppers Don’t Take the Bait

You think you’re dangling an enticing lure in front of your customers’ eyes. You plan to set the hook and reel them in. But what you don&rs…

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Negative Reviews: Your Dealership’s Secret Weapon

As a reputation management specialist, I work with about twenty dealerships every day. One common mistake I see dealers making again and again is considering negative reviews as bad for business.  Believe it or not, used well, negative reviews can actually help your business. Here’s how:

3 Ways Low Stars Can Actually Boost Your Business

  • Used well, negative reviews can help you make better business decisions - knowing where there is room for improvement means better customer service and more sales down the road. If one of your employees or services is continually receiving negative feedback from customers, that’s a strong indication that improvements are needed.  
     
  • Negative reviews shed light on positive reviews & create trust among consumers. Think about it: when you see only 5-star testimonials and reviews you start to wonder… are these reviews real or fake? When you see a product or business with nothing but glowing reviews, you don’t trust it. Users are more likely to believe positive reviews when there are a few negative reviews in the mix and since *almost half (48%) of online shoppers say reviews and ratings are a critical or very important user-generated research component for retailer sites would you rather they believe and take notice of those positive reviews http://www.marketingcharts.com/direct/customer-reviews-affect-6-in-10-online-shoppers-19019/?utm_campaign=newsletter&utm_source=mc&utm_medium=textlink#.TpRuLGJAOt1.email
     
  • A negative review is an opportunity for your business to shine. There are plenty of negative reviews out there, but far fewer stories about how a business responded to that negative review and was able to turn it into a positive. If you can do that, people will notice. They’ll tell their friends how you turned a bad experience into something good and you’ll be better off in the long run because of it. Responding to online reviews is your opportunity to show you care and want to make the customers experience a better one.

In conclusion, don’t be afraid of a negative review. Instead, use it for your own benefit by turning something that’s good for your business.

Mary-Kelly Gaebel

 

Mary Kelly Gaebel is a Reputation Management Specialist at ADP Digital Marketing Cobalt. She works with dealers to increase dealership awareness and branding via social media outlets. She has a B.A. in Communications from the University of Washington.

Dan Ferguson
100% agreed, we're trying to get some of our clients to see things this way. Great Read on this topic: "What Would Google Do?"
Bryan Armstrong
Well said. If viewed as an opportunity rather than an obstacle. A recent situation when someone posted negatively on our FB page. The GM and our Ad Agency wanted to delete it. Instead I responded and addressed the concern. Even though the lady was still upset, the comments immediately turned on her : "At least they are trying" and "You are being unreasonable" were UNSOLICITED comments on the post. Show how much you care and people will jump to your defense.
Jim Bell
100% spot on with all 5 star reviews and no negative at all. I know that I question those. I think that we as dealers are scared of that negative review just because we don't know how to respond to it. As long as we are responding to them on and offline, that will show and potential customers see that and respect that.
Stacey Ison
Yes you need both good and not so good comments. However if someone leaves a negative comment on Google Places, how do you respond to it? You have no way of contacting the client directly.
Stacey Ison
Yes you need both good and not so good comments. However if someone leaves a negative comment on Google Places, how do you respond to it? You have no way of contacting the client directly.

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