How to reply to online reviews about your service department
If a service customer called and left an angry message on your Dealer Principal’s voicemail, would they have their call returned?
Of course they would. But when customers leave online reviews about their service experience, they’re often not treated with the same sense of urgency. In fact, only about one-third of dealer reviews on Cars.com have been replied to.
Whether it’s due to lack of time or a misperception that positive reviews don’t warrant responses, not replying to customers who have taken time to share their feedback is akin to having a customer on the showroom floor say, “Thanks for helping me,” and the sales consultant walking the other way.
By taking just a few moments to respond to each online review, your dealership can differentiate itself from competitors, cultivate relationships with customers, both present and future, and ultimately sell more cars.
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Yesterday we were joined on the show by Lee Harkins who gave us his take …