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.
×
Paul Moran

Paul Moran CEO

Exclusive Blog Posts

How to Draw in Traffic With Video Marketing

How to Draw in Traffic With Video Marketing

After quickly rising to the top of the charts, YouTube has become one of the the most popular of any website online. It makes sense for any marketer to use…

5 Tips on Delegating Tasks to Underperforming Employees

5 Tips on Delegating Tasks to Underperforming Employees

No matter how carefully you hire or how well you manage your human resources, some employees simply don’t perform to the level you want them to. They…

Most Valuable Insight Finalist - Doug Van Sach

Most Valuable Insight Finalist - Doug Van Sach

Prioritize Your Prospects: Uncover Clues to Predict Who Will Buy Next Each year, the average customer test drives fewer vehicles. Given the fewer opport…

What to Expect as Driverless Cars Go Mainstream

What to Expect as Driverless Cars Go Mainstream

While the era of driverless vehicles is rapidly approaching, there is still a great deal of confusion and speculation regarding the full impact and the…

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

One of the keys to making a profit is the upsell. If you want to claim a heftier commission, upselling is a necessity. However, upselling is an art that sa…

Consumers Are Taking Their Complaints to Social Media. Are You Responding?

VB_DS1.jpg?width=350

In the past, consumers were limited in their options when they had any sort of complaint or service issue with a particular business. Those options, however, have progressed and today’s consumers have moved on from phone calls and e-mails to air their complaints. They now turn to review sites and social media in an effort to get businesses to rectify a perceived wrong. Yes, some of these complaints may escalate into a revenge-sort of rant by an unhappy customer. But, oftentimes a consumer is simply at their wits end after attempting to get the problem solved via traditional methods. Consumers are now getting wise to the fact that taking their unhappiness to social media may be the best way to get their problem solved.

 

A recent article on NJ.com, described several situations in which consumers tried to get problems solved via traditional methods, to no avail. One story involved a man who purchased a refrigerator which did not work correctly. After more than four service visits attempting to fix the refrigerator, the man demanded a replacement. Only to be told he was out of warranty. So what did he do? He took to the company’s Facebook page. He advised customers daily not to buy the company’s products. And guess what? It worked.

 

Stories like this are becoming more and more commonplace. Surprisingly, however, a new study from Sprout Social finds that despite an increase in messages sent to brands on social media, nearly 90% go unanswered. However, companies that do pay attention, see those previously unhappy customers share their now positive experience on social media with their friends and family - the equivalent of free advertising. The opposite, of course, happens to those companies that do not respond and fail to assist their customers. Consumers are now more vocal about their bad experiences with a much larger audience. With social media networks providing audiences in the billions, along with Google’s integration of tweets in real-time, those complaints shared via social media are now much more likely to be found by potential customers.

 

More and more articles keep popping up that advise consumers to take their complaint to social media for a faster resolution. As consumers continue to follow this advice, businesses better start listening and take action. It doesn’t take much for complaints to transform from one upset customer into a mob of them supporting each other’s plight. And that can have a powerful impact on prospects considering your product or service.

 

If you’re using your social media accounts simply to broadcast messages and fail to pay attention to your customers, and/or potential customers that post messages or complaints, you may soon find a mob of people standing outside your castle armed with torches and pitchforks anxiously awaiting the opportunity to storm the castle. Take care of your customers, show others that you are listening.  Then you will find a group of happy customers that will encourage others to do business with you, rather than a mob awaiting your demise.

PJ Erickson
This is a great post! Capturing customer ratings and reviews should be proactive! I'm a digital marketing consultant and I have Auto Dealer clients that are getting great results by using automated software I set up to mitigate bad reviews before they are posted on social media (there will always be someone that is unhappy about maybe a trade in value, or the like) as well as leveraging the good and great reviews on social media and on their dealer websites. As a side note, NO reviews from customers are seen as just a little more valuable than a one-star rating (5 being a raving fan!). I was skeptical at first of owner buy-in to the process, but now I get text messages from the owner when we get great reviews celebrating a job well done! It's a process that takes a little time to ramp up, but eliminating the stress of managing customer ratings and reviews has actually now turned into something fun for owners. I personally respond on the owner's behalf (if they opt for me do this) to any bad or unhappy reviews within 30 minutes of the review being shared with the dealership...customers, even one's that may have had a negative experience, LOVE that the owner takes the time to respond to them personally and in a timely manner! When I first migrated a dealer to this software I responded to a horrible review from 2 years ago and the client actually thanked us for bothering to respond! A recent Harvard study showed that just ONE increase in a star rating can equal a 5-9% INCREASE in revenue. Let's say that study is 50% accurate - a bump in revenue of 3-5% is not bad for just taking care of customer feedback efficiently and consistently! There's also another huge potential bonus with a program like this that owners are surprised about...

 Unlock all of the community & features  Join Now