With 78% of the U.S. population using social media this year, it’s essential that your dealership has a killer social media presence. Your customers and potential customers are online right now and one of the best ways to reach them is through social media. Are you doing what it takes to engage with them?
Have a Personality
Your dealership should be professional and courteous on social media, but that doesn’t mean you can’t have a little fun. By keeping your conversation friendly and professional you will show that you are personally invested in your customers and you care about what they are saying online.
If a customer came into your dealership with a complaint, would you ignore them? Of course not! Ignoring the issue won’t make it go away. That’s why you should respond quickly and courteously to complaints levied at your business online.
You should always be a part of the conversation when a customer has questions or concerns. Make your response calm, friendly and concise. It is a good idea to offer a solution and an opportunity to take the conversation offline. This will help solve the customer’s issue as well as prevent further negative comments from being made. Responding to a negative review is your chance to turn a disgruntled customer into your dealership’s advocate.
Conversations are a two-way street. It’s hard to have a conversation with someone who never addresses you! You shouldn’t just talk at your customers, you should interact with them. Provide opportunities online for customers to participate in the conversation. Ask a question publicly, share an interesting article or photo. Your customers will love being a part of the team.
How many times have you made a decision based on the experience of others? I think we all have. Trusting another person’s recommendation is something we all do, so embrace the power of your customer’s word-of-mouth!
According to Digital Air Strike, 91% of car shoppers use online reviews as part of their dealership selection process. Allow your customers to sing your praises and spread the word by inviting them to leave your dealership an online review. Their recommendation could go a long way toward attracting new business.
Request a demo to see how Podium’s efficient, mobile process can help your business collect 15x more reviews than traditional platforms. This will, in turn, improve local SEO and ultimately boost revenues.
* Image credit: Tom Eversley