How to Win 5-star Ratings: 7 Tips

Online reviews and star ratings largely depend on the quality of customer service at your dealership. The key to good customer service is a combination of clear communication, expeditious delivery, and positive customer relationships.

Your dealership needs to listen to customer needs, employ skilled staff, design customer friendly processes, and pay attention to customer feedback.

Here are a few tips that can help.

1: Make Your Customers Feel Special

Even after exhaustive internet research, your customers will still have a few questions when they visit your showroom. It is your responsibility to politely answer these questions and explain things clearly till they get it.

Ever overwhelm your customers with tech. jargon. Instead try to explain why a particular vehicle or service package makes sense.

2: Stay Punctual

Never make your customers wait. Unexpected delays at the dealership are one of the top negative factors that impact dealer reputation.

On the other hand, on the dot customer deliveries can potentially earn your dealership five-star reviews.

3: Help Them Instead of Promoting Your Business

When potential customers walk into your store, you need to respect their views and politely explain if you have something better to offer. Give them the space to make up their minds.

Do not try to forcefully promote your business and push potential customers into taking decisions they are bound to regret later. Most likely, they will talk about it.

4: Solve Your Customers’ Problems

Mistakes do happen and dealers may occasionally get negative reviews, no matter how hard they try. Remember, every negative review is likely to have an underlying issue that needs to be resolved.

Once you receive a negative review, apologize for the inconvenience and offer a convincing solution. Then share your contact number and take the conversation offline.

5: Try to Surprise Your Customers Occasionally

Segment your customers by revenue and you are likely to find the 80/20 rule at play. 80 percent of your revenue is likely to come from about 20% of your customers.

Spare no effort to please these customers. Try to surprise them occasionally with thoughtful gifts.

6: Educate Your Store Employees

Train your staff to be experts in their fields. Remember, customers do internet research and are fairly well informed when they step into the dealership.

7: Don’t Forget to Request Online Reviews

After sparing no effort to please customers, you still need to request them for reviews, if you are to receive a steady flow of good reviews.

Put in a robust process that reminds everyone that the sale process is not over until the dealership receives that review.

For more tips, Contact Us.