Online reputation matters now more than ever.
Customers are basing their buying decisions partially or even entirely on online reviews and your online reputation.
- 78% of people will trust a business more after reading their reviews
- 70% of consumers read an average of 4 reviews before trusting a business
- 67% of consumers believe auto repair reviews are the most influential reviews
Customers searching for reviews on Google tend to visit a business in 48 hours or less. This is especially true when it comes to vehicle repair and service, since some car repair issues are unplanned and need to be resolved quickly.
To ensure a customer will choose your dealership’s service center over the competition, your online reviews need to reflect the high-quality, professional service you offer and instill consumer confidence.
What Reputation Scores and Reviews Do For Your Business
Your online reputation can be enhanced (and damage can be avoided) through reputation management.
If you have bad reviews, customers won’t come. Not to mention, it affects your Google search ranking. 32% of consumers that leave negative reviews expect a response in 30 minutes, so it is imperative to respond in a timely fashion and in a positive, helpful way.
Often, negative reviewers will change their ratings once they have been heard and there is some resolution to the issue.
The good news is that you will be rewarded for all of your positive reviews! Not only will you have a better chance to grow customer prospects with your positive reviews and high star rating, but you will also climb in Google search rankings based on the number of positive reviews you have.
Encourage happy service customers to leave positive reviews on local sites like Google My Business and Yelp. Shoppers will see that you care about your customers and your online reputation will continue to grow.
Get More Reviews and Responses
Keeping up with reviews and responses can be challenging, especially with the day-to-day responsibilities of managing a department.
Since your ratings are vital to your online reputation, finding a partner like L2T that ensures your reviews are monitored and receive responses in a timely manner saves you time. Here at L2T, we not only monitor your reviews; we also make sure you are soliciting more reviews from customers that have serviced at your dealership.
We help dealers solicit reviews via email or text, which is good news for dealers.
- 70% of reviews come from post-purchase emails
- 90% of text messages are opened within 3 minutes
Getting customers to rate and review your business right after a successful service appointment is a great way to build your review rating and garner relevant responses for customers searching for car service.
L2T’s reputation management specialists can help your service department star rating grow.
To learn more about our Dedicated Fixed Ops packages with reputation management, contact our Account Strategist Team.
Sources: Google/Critical Mix Fixed Ops Study – 2017, Google Internal Data December 2017, ReviewTrackers – 2018 Online Stats and Survey