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.
×
Mary-Kelly Gaebel

Mary-Kelly Gaebel Manager - Reputation Management Team

Exclusive Blog Posts

What People Are Looking For In An Auto Repair Shop

What People Are Looking For In An Auto Repair Shop

Those who have been involved in some sort of accident have the next step of finding an auto repair shop. These shops are not all created equal as some are …

One Price Selling – What Are You Waiting For?

One Price Selling – What Are You Waiting For?

Most Dealers are closer to a One Price Selling sales process than they may realize. If you’re an excellent pre-owned dealer you’re basically no…

What Is Your Chemistry With Women Buyers?

What Is Your Chemistry With Women Buyers?

Wow, its December. Last month of the year. Now is the perfect time to begin to reflect on the customer processes, engagement and strategies you have in pla…

Want to Advance in Business? Here are a Few Ways to Stay on Top of Your Game

Want to Advance in Business? Here are a Few Ways to Stay on Top of Your Game

If it’s time for you to take the next steps in your career, there are some tried-and-true methods that can ensure your success. All business professi…

BDC training for 2017

BDC training for 2017

  We have a service and sales bdc team for each of our stores. One is a Hyundai store and the other is a Chevrolet store. We have Three sales Bus…

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.

 Unlock all of the community & features  Join Now