Pub. 12 2013-2014 Issue 1

N e w J e r s e y C o a l i t i o n O f A u t o m o t i v e R e t a i l e r s S p r i n g 2 0 1 3 32 new jersey auto retailer x Inform them of the solution which may be: • Fixes that have been made to keep it from happening again. • Fixes that are planned that will keep it from happening again. • Patches that will help when/if things break again. • An explanation of why no fix can be made without other bad consequences. y Offer direct contact with a Manager by name and phone number. z Ask for more details so a financial com- pensation can be explored. The following review is an example of a 2-Star Review of a dealership and the re- sponse to the consumer. All names have been changed, but not the grammar of the review or response. I bought a “vehicle” the sales rep was Sharon who was great, unfortunately I due for my first oil change and called to schedule an appointment. I got the receptionist…who kept transferring the call to someone so that I can make my appoint- ment…well it took two hang ups andmany times getting transferred back to the receptionist who could only say “sorry for that” I finally got what sounded like an older Armenian man who ask for my name, date and time I was coming in, nothing more and hung up. WOW if I would have know this is the kind of customer service you get after buying a car at this lot you best believe I would have stayed clear from here!!!! Now I just hope that the oil change and the other things that are wrong with my car are taken care of. The next day the Dealership responded: Sara, the situation that you just described is completely unacceptable and does not live up to our Dealership standard. I want to greatly apologize for this incident, and would appre- ciate it if you could contact me whenever is most convenient for you. I would like to make matters right with you in hopes of earning back your trust. Regards, Carl Philmore at 555-555-5555 Ext 555 Seven days later Sara changed her review from two stars to four stars and added an addendum to her review. In the new review she remarked that the service was done faster than expected, everything was under warranty, and that the service was “friendly, professional, and fast.” Any consumer who reads this originally negative review, sees a quick responding manager solving a problem and leaving the customer satisfied. How to deal with bad reviews that are unjustified: Consumers will believe complaints are false if the complaints are specifically countered with an explanation by the owner or a five star reviewer that accomplishes one of these four points. u Exposes bias v Shows incompetence or lack of under- standing in the reviewer w Expresses a recent improvement in product/experience that fixes the issue x Minimalizes complaint in a way they or others find acceptable The following is an example from a Mo- torcycle Dealership: (All names have been changed but not the grammar.) Really wish I had a wonderful experience the majority has had here. Being a first time buyer I was super stoked when I went looking for a bike! However the man that “helped” me was extremely condescending and rude (Because I’m female perhaps? I dunno maybe had a bad day). Anyway, I was really disappointed and when I spoke with the manager to give her a heads up he was super rude she told me it was probably my mistake. HUH? I’m not rude by any means but I know it when I experience it…Either way happy hunting! Practice Google Yelp Employees writing reviews Reviews will be deleted Publicly flagged* Reviews on behalf of customers Reviews will be deleted Publicly flagged* Reviews written on Dealership device Reviews will be deleted Publicly flagged* Asking for online reviews Discouraged* Discouraged* Asking via e-mail for reviews OK Discouraged* Paying for Online Reviews Reviews will be deleted Publicly flagged* * Publicly Flagged means the business will have a Consumer Alert warning. * Discouraged means there is no current penalty. ONLINE REVIEWS  continued from page 31