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From Lyndhurst, New Jersey, one family owned independent auto dealership is demonstrating true leadership in demonstrating how a customer-centric focus empowers them to cross the digital divide.
Since opening their doors, Amaral Auto Sales has always been committed to their customers. But what used to spread via word of mouth now travels at the speed of light over the internet in the form of online reviews.
Don’t Let Others Tell Your Story
The dealership saw the power of the web the first time GM Neil Amaral did an online search for it and saw they’d received a couple of negative reviews.
So Amaral immediately went to work addressing the reviews, taking control of his dealership’s reputation before others built a negative reputation for him across a myriad of review sites. It also gave the dealership another reason to consider their customers.
“Everyone knows how easy it is to get a bad review, so we think twice about how we treat our customers and good customer service is always on the back of our minds,” said Ameral.
Amaral joined Dealer Rater as a Certified Dealer and now, with more than 100 reviews and a near-perfect 5 star rating there, he was recently featured in the Dealer Rater Newsletter.
“I keep track of every review we have online,” said Amaral. “A lot of people mention reviews now and our reviews have helped wash away the negative stigma that used car dealers often get.”
Amaral’s laser-like focus has also paid dividends to his service center as well, bringing in new business.
"Our online reviews have helped increase business to the Amaral Service Center,” Amaral told Dealer Rater. “We had a guy come in after he blew out two of his tires. We have a couple close-by shops that specifically sell tires, but this person went home and looked online, saw our reviews and decided to come in and get tires from us. That’s just how it happens now.”
Amaral’s leadership has also been recognized by the Automotive Leadership Roundtable as the only independent dealer invited to participate in their high-level executive roundtable for two years running. The ALR features the most innovative leaders in automotive retail and Neil will be at this year’s event in Miami, Florida on April 6th and 7th.