In a digital world our reputation is now measured by ‘stars’ and ’thumbs up,’ but how do we make sure that we get the reviews we want and offset the ones we don’t?
Are the “Factory Surveys” your only source of customer feedback? Factory surveys are a picture of a small slice in time. How many times have you received a poor factory survey and the customer said they loved the salesperson? Reviews are a “numbers game.” The more reviews you get the easier it is to increase your reputation score. This session will help you to embrace even bad reviews, and develop a plan to respond to all reviews both good and bad.
Join Mike Lee, Internet Director for Melloy Nissan will share proven, real-world CSI score improvements that led their team to success in a just a little over a year. Mike will explain how committing to soliciting reviews from every customer at every touch point will help to improve your reputation scores. You’ll learn how to assess and correct problems in your review approach by addressing critical questions, such as: Do you rely on salespeople and service advisors to solicit reviews? Are they “cherry picking” the customers they ask for a review?
You’ll learn how to monitor reviews, craft responses that are designed to make reviewers feel that their comments are important to the dealership, and designate the right person to review, respond, and manage each and every review. Reputation management is not an overnight fix, but after attending this session, you will have a plan to implement immediately to jumpstart reviews working in your favor.
Primary Learning Objectives
- Learn why it is important to take the review generation process from the salespeople and service advisors.
- Learn how to automate review solicitations and who to solicit reviews from.
- Understand how to respond to reviews to maximize the benefits of good reviews and minimize the negative effects of poor reviews.