REVIEWS – POSITIVE RESPONSE STRATEGY
Responding strategies for good review (4 easy steps)
Show your appreciation, thank the customer & be specific
- Thank them
- Use your dealership name
- Add in a little marketing
- Encourage them
- Spread the word
- Make sure the reviewer knows the response is not automated i.e. a “Human” is behind the reply by thanking them for something specific that happened or was said in their interaction, even quoting it back. “Thank you for leaving a that nice review about Carlos our salesperson. We agree, he has a great attitude.
- Use the business name & keyword - Connect the name of the business in the response, it helps it appear in search results. “Our team here at [Business Name] was thrilled to hear your kind words of appreciation, we’re proud to be one of [dealerships] in [city or area name].”
- Do a little marketing – The public will be reading these reviews, (including future customers). While you have the engagement from an audience interested in your dealership, be sure to add in some marketing! Mention something like your service hours is convenient, or give them a reason to come back. “Remember to use your VIP card, they build rewards points quickly?”
- Invite the customer to do something - Ask the customer to return, use another service or spread the word. “Next time you’re here, you should try the [insert product here]!” “We hope to see you again soon - and bring a friend!”
EXAMPLE:
Raiza Piñero 4 hours ago
*****
Carlos was our salesman and he was great. He went above and beyond to make sure we got what we wanted at a great price.
Example of response:
Hey Raiza, Thank-you so much for letting us know that Carlos exceeded your expectations. We hope you’ll use our service department, "They Rock" and Bruno the service manager is awesome. We're proud of our staff at Broward Motorsports of Fort Lauderdale. And please remember we have four dealerships to serve you, and in January we’re opening our 5th location in Treasure Coast, you’ll be treated like a VIP at any of them. If you can, please drop-in on our Facebook page and post a picture of you with your new FZ-09, we’d love to share it out, and please like our page, we offer special FB only promotions you don’t want to miss. Thanks again for letting us know how you feel, we'll be sure to let the GM Danny and the owner Sam know what you've said.
Jennifer K.
Customer Satisfaction Manager
Broward Motorsports
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Contact us: John Vaughan-Chaldy – Phone: 760-494-0294 or john@maxoppmarketing.com