When opinions about a person or products spread reputation is formed. It can be good or bad, depending on the experience people share with a friend or colleague in a conversation on social channels or online review sites or in face to face communication. This perception of your action or brand contributes a lot to your status within the society.
If you are in dealership business the reputation of your showroom needs to be established in the same way. Your consistent action defines your status. For example, if your staff is lacking at answering emails or calls then your dealership will be reputed for being irresponsive, cold and slow. If you don’t give attractive or discounted transaction rates then your reputation will be declared as being unfair or cheap.
How to control a dealership reputation?
In your showroom, every single staff needs to reveal what your definition of dealership reputation is. Make the crew realize your reputation aim and get to work creating auto-sales friendly strategies to make it actually work.
- Be genuine from the moment customers walk into the showroom. Greet them with a friendly smile and offer them cool water.
- Never be pushy because the buyer can become frustrated and will perceive the salesperson to be rude instead of friendly.
- Be warm towards the dogs and babies accompanying customers. If customer observes your commitment towards animals and families, they will perceive you as friendly.
- Even after the customer has driven away in a new car, maintain contact with a thank you note. Check in through emails a few times over the next couple of months to ensure they are satisfied with the car and it is performing well for them.
Just make sure that your whole dealership staff is on board in this auto sales friendly strategy, so that you can successfully obtain the reputation you aimed for. Integrate a dealership CRM program that will help you focus more on customers.
How to handle online dealership reputation?
Word of mouth is a trustworthy source in success of every business but internet has escalated the speed of spreading information. Dealership reputation is under a lot of pressure. Negative publicity is a nightmare, which even best dealerships need to handle from time to time.
Chances that consumer has a legitimate reason for getting unsatisfied, even if you tried your best to make them happy. They decide to post bad review on every major sites to tarnish the reputation of your dealership but don’t ignore do something as soon as possible.
- Don’t get heated while responding as the reply will be read by thousands of potential consumers.
- Reply every review thoughtfully as to let potential customers know that you strive for customer’s interest.
- Never argue with client’s online but at times show potential shoppers that aggressive reviewers can be handled.
- Prevention is the best way to protect positive dealership reputation.
Fix incorrect information and share optimistic consumer feedback on social sites and your websites. Little effort will always be rewarding for your dealership reputation.