From mastering online reviews to creating an unforgettable delivery experience, this guide provides a collection of powerful, straightforward tips designed to help auto dealerships immediately improve their customer service and enhance their online presence.
Each strategy is simple, actionable, and can be implemented by your team starting today.
Reputation gives you the essential tools to build a 5-star reputation, drive loyalty, and win more business.
Tip 1: The 1-Minute Review Request
Make It Easy to Review Us: The QR Code Trick
Why It Works:
The happiest customers are often willing to leave a review, but only if it’s effortless.
Fumbling with website links creates friction. A QR code is instant and shows that you are tech-savvy and respect their time.
How to Do It:
Get the Link
Go to our dealership’s Google Business Profile page and click “Ask for reviews.” Copy the unique link it gives you.
Create the QR Code
Go to our dealership’s Google Business Profile page and click “Ask for reviews.” Copy the unique link it gives you.
Save It
Go to our dealership’s Google Business Profile page and click “Ask for reviews.” Copy the unique link it gives you.
The Ask
When a customer is thrilled with their new car, say: “I’m so glad you had a great
experience! Would you be willing to take 60 seconds to share that on Google? You can just scan this QR code on my phone.”
Tip 2: The “Happy Customer” Showcase
Your Smart Phone is a Marketing Tool
Why It Works:
Pictures of real, happy customers with their new cars are the most authentic and
powerful advertising we have. It shows, rather than tells, that we create positive
experiences.
How to Do It:
The Perfect Moment
After the paperwork is done and you’re handing over the keys, the customer’s
excitement is at its peak. This is the perfect time.
The Ask (Crucial!)
Always ask for permission first! Say: “Congratulations again! You look so happy with
your new car. Would you mind if I snapped a quick photo of you with it to share on our dealership’s social media page?”
Take a Great Photo
- Make sure the car is clean and the background is tidy (no trash cans!).
- Have the customer stand by the driver’s side door, holding the keys.
- Get a big, genuine smile!
Send it In
Email or text the photo to the person who manages our social media, along with the
customer’s first name and the car model (e.g., “Here’s a photo of David with his brand
new Ford F-150!”).
Tip 3: The “Wow” Delivery Moment
Going the Extra Mile When You Hand Over the Keys
Why It Works:
The final interaction, the delivery, is what the customer will remember most vividly. Making it special turns a simple transaction into a memorable celebration, which is exactly what people talk about with friends and family.
How to Do It (pick one or two):
Full Tank of Gas
Make sure the car has a full tank of gas. It’s a small cost with a big impact. It says, “Your journey starts now, on us.”
The Big Red Bow
If available, use a large bow on the hood of the car for that “gift” feeling, especially for special occasions like birthdays or holidays.
Personalized Thank You
Have a simple, handwritten thank-you card sitting on the passenger seat. Mention
something you remember from your conversation (e.g., “Enjoy the road trips to the
lake!”).
Quick Tech Tour
Spend 5 minutes in the car with them, helping them pair their phone to the Bluetooth and showing them one “cool” feature they might not know about. This is incredibly helpful and reduces frustration later.
Tip 4: The 72-Hour Check-In Call
Show You Care After They Drive Away
Why It Works:
Most customers expect to never hear from their salesperson again after a sale. A follow-up call shatters this expectation. It shows you care about their satisfaction, not just the commission. This is how you create a customer for life.
How to Do It:
Set a Reminder
In your phone or calendar, set a reminder to call the customer 3 days after their
purchase.
Keep it Brief and Friendly
This is not a sales call.
Use a Simple Script
“Hi [Customer Name], it’s [Your Name] from [Dealership Name]. I’m not trying to sell
you anything, just wanted to quickly check in and see how you’re loving your new [Car Model]? I also wanted to make sure you didn’t have any questions about the features now that you’ve had a few days to drive it.”
Listen and Help
Answer any questions they have. If you don’t know the answer, find out and call them
back. This builds immense trust.
