"I agree with Alexander Lau that a central face of customer satisfaction is a better way to go, but I think that all dealership personnel need to know what to do with customer questions and complaints as stated in point #2. Sales and service…"
"Excellent advice, Mike! The truth is that a dealership's reputation cannot effectively be outsourced. Your customers' experiences, follow up, perceptions, and comments need to be addressed by a knowledgeable person or persons at your…"
"LinkedIn is social media. In addition to your personal profile, create a profile for your company. Encourage all employees to follow it, like and comment on company posts. Make your customers aware of your company profile. Your employees and…"
"It is just interesting to me to see how few U.S. certified dealers even make use of the staff pages feature in DealerRater. It is a fantastic tool for so many uses. After loading a photo and bio for each employee in DealerRater, I crafted signatures…"
"Great webinar, Ryan! Thanks for sharing the link. Your comment about Canadian dealers making better use of DealerRater's certified features than U.S. dealers is interesting. I suspect that most dealerships just don't have anyone who can…"
"To tell the truth, I didn't fully use DealerRater's staff pages for SEO either, although I did have all the staff for all our dealerships loaded with photos and a short bio for each one (I took a photo and loaded it on our websites and on…"
"Excellent insight, Ryan! We really appreciated the sales person pages on our DealerRater site and took advantage of them, including loading a short bio and photo of each sales person, training sales staff on how to use DealerRater to close…"
"Great "how to" on responding to reviews. Your point about a simple, concerned response to a review that wrongly vilifies your dealership is key--you are responding for the benefit of the next potential customer who reads the negative…"
"Excellent article! Negative reviews really are golden. They truly give an opportunity to flex your customer care muscle for customers and potential customers. I would add two additional points for handling negative reviews. 1) Keep in mind that…"
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