In the third post of the series on Online Reputation:
If I said to you that by the end of the year I would like to see over 200 people posting reviews, and right now you have 20, you are looking at me as if I have 2 heads.
Before you run screaming or think I am crazy, ask yourself these questions first
1. How many new and used cars do you sell a month?
2. How many people come through service?
Let’s say you sell 50 cars and 200 people a month come through service. That means during the course of a year, you have 3000 people who pay you for service. Even if you got 10% to post a review, that is 300 reviews. That’s how easy it can be.
It is a numbers game.
Your dealership has created a culture on-site that promotes excellent customer service. You have the tracking to know where you would like people to post, you have optimized your Google Places and now you think, “this all sounds great, I understand the importance, I am ready to go….How do I get people to post?”
My response is simple: Ask Everyone!
Ways to get them to post:
* Use a 3G IPAD loaded up with Google places App.
* Ask people if they have a Gmail account.
* If they do, hand them the I-Pad and ask them to post.
* If they do not have a Gmail, that is ok, give them a card you have created asking them to go to your business accounts to post a review.
* Add into your follow-up process for CS asking people to go to certain business directories to post a review.
One last thing in order to make this successful: Consistent Follow up!!
You will need is consistent follow up on:
* Your staff: are they asking?
* Consistent logging of reviews each month to see where traction is being made.
* Communicate to your team the results.
IF everyone is asking and directing customers to post, you will get the amount you need.
Don't be afraid. Don't feel that by asking you are opening up yourself to negative reviews. Remember feedback help you grow.
Read your reviews. Learn from your review. Implement feedback and see how your dealership will grow.
is the COO of PCG Digital Marketing
and the President of Improved Performance Solutions.