Example of reputation management and negative review removal for car dealership.
Optimizing Online Reputation with RetainTrust
A local New England luxury car dealership, had been in business for over 30 years. Famous for its welcoming atmosphere and exceptional service, the dealership enjoyed a loyal customer base. In recent years, however, the business began to struggle due to a series of negative online reviews on various platforms including Google Maps, Yelp, DealerRater, TrustPilot and others. These reviews pointed out issues such as long wait times for service, inconsistent customer service, and occasionally unfriendly staff. Some customers expressed dissatisfaction with the pricing, low inventory of the cars during post-COVID shortages, and the overall experience at the dealership. Despite efforts to address these concerns, the negative reviews continued to impact the dealership’s online reputation and, eventually, its sales and revenue.
The dealership faced a significant challenge in improving its online reputation across various review platforms. It became essential to attract new customers and retain existing ones, especially with the high level of competition in the luxury automotive market. With the majority of potential customers relying on online reviews to make decisions, the negative reviews posed a critical obstacle to the dealership’s success. The owners needed a reputation management agency to help mitigate the damage caused by these negative reviews, negative review removal, and improve their overall online visibility.
Partnering with RetainTrust
RetainTrust, a leading online reputation management, digital marketing, and negative review removal company, was engaged to tackle the issue. RetainTrust specializes in removing, reporting, or responding to reviews on various online platforms. It also helps generate positive reviews from satisfied customers and enhance the overall reputation of businesses.
Planning and Execution:
- Negative Review Audit and Analysis, RetainTrust performed an audit of all existing reviews for the dealership. This included finding common patterns in the negative feedback and distinguishing between genuine customer concerns and potentially fraudulent, fake or unfair reviews.
- Engagement and Resolution, The team reached out to those customers, online and offline, who had left negative reviews, offering apologies on behalf of the owners and solutions to their complaints and concerns.
- Content Flagging and Removal, RetainTrust assisted the dealership in claiming their business and utilized review platforms’ content guidelines to flag reviews that clearly violated the platforms’ rules and policies. This included reviews that were irrelevant, from disgruntled employees, contained inappropriate and sometimes offensive content, called specific individuals by name, or were suspected of being fake. After several follow-ups and flagging attempts, RetainTrust successfully had several negative reviews removed, some reviews from years ago.
- Outdated COVID Related Reviews, some of them where taken down as well, many of them no longer relevant.
- Soliciting Positive Reviews, RetainTrust advised the dealership to encourage happy and regular customers to leave positive reviews on various platforms. This was achieved through the dealership’s website prompts, emails, and social media campaigns.
- Enhancing Online Presence, the team also worked on improving the dealership’s overall online presence by optimizing their profiles and search engine optimization (SEO). This included updating business information, adding high-quality photos of the dealership, and highlighting positive customer experiences.
Improved Online Ratings and Reviews as a Result
Six months after implementing RetainTrust’s strategies, the car dealership experienced a significant improvement in its online reputation, web and foot traffic, and sales increase by 15%:
- Increased Ratings, the dealership’s overall rating improved substantially across various platforms. For example, on Google Maps, the rating improved from 4.1 stars to 4.7, and on DealerRater the star rating jumped from 4.7 to 4.9
- Growth in Positive Reviews, there was a noticeable increase in the number of genuine positive reviews, with many customers praising the dealership’s efforts, staff, and ownership, and some expressing gratitude to the management for addressing past issues.
- Enhanced Customer Perception, the engagement and resolution of online complaints helped rebuild trust with existing and loyal customers and attract new ones.
- Boost in Revenue, the improved online reputation led to a visible increase in foot traffic and a rise in overall sales by 15%.
Conclusion
By partnering with RetainTrust, the car dealership successfully navigated the challenges brought by negative and unfair online reviews across the Internet. The steps in negative review removal taken by RetainTrust’s team not only improved the dealership’s online reputation and presence but also had a positive impact on the overall business performance. This case study shows the importance of effective online reputation management and a proactive approach to generating positive online reviews.
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