Automotive Reputation Management - What is it & How to Do It?

Mia Jensen | April 11, 2023 | 14 min read
Automotive Reputation Management - What is it & How to Do It?

Buying a car is one of the few most expensive and time consuming tasks in any adults life. The decision to be made can be life changing, and a lot of time and research goes into the buying process.

Nearly 3 out of 4 consumers trust a company more if it has positive reviews. That’s why it’s vital to keep a close eye on your online reputation and ensure it’s tip-top.

But how do you do that?

Answer: Automotive reputation management.

In this blog, we’ll dive into the nitty-gritty of automotive reputation management, from monitoring customer reviews to crafting a social media strategy that’ll leave your reputation shining like a brand-new car on the lot.

Whether you’re a seasoned pro or new to the game, this blog is for you.

So, put on your dealership hat, and let’s start building the reputation you deserve!

What is Automotive Reputation Management?

Automotive Reputation Management is the process of monitoring, managing, and improving the online reputation of car dealerships. It aims to improve a dealership’s online presence and ensure positive consumer perception.

It is the art and science of crafting and maintaining a sparkling reputation for your car dealership.

Think of it like a game of chess! Each move you make online affects your reputation. And with the right strategy, you can outmaneuver and outsmart your competition.

With automotive reputation management, you’ll be able to predict and respond to any potential reputation crisis before it happens, leaving you with a polished stature.

With automotive reputation management, you can drive more sales and attract more customers, leaving your competition in the dust.

So, don’t wait. Take control of your reputation today and watch your business soar!

Why is online reputation management Important for Automotive Business?

Picture this: You’re looking to buy a new car and trying to decide between two dealerships.

One has a glowing reputation, brilliant reviews, and a social media presence. This dealership is always on the cutting edge of the industry.

The other dealership has a reputation that’s a little more…well, murky.

Which one are you going to choose?

It’s a no-brainer, right?

That’s why reputation management is so important for the automotive industry.

With 97% of consumers searching online for local businesses and 12% of those searches happening daily, your online reputation is your dealership calling card.

Online reputation management is a key factor in building trust and attracting customers. It serves as a virtual showroom for your auto dealership. It’s like the sleek exterior of a brand-new car; it’s the first thing that catches a customer’s eye.

But unlike a car, your reputation is not something that can be polished and left alone. It requires constant maintenance and attention. That’s where auto reputation management comes in.

It allows you to manage your online reputation proactively by:

  • monitoring customer reviews,
  • responding to any negative feedback,
  • implementing strategies to improve the dealership’s online reputation,
  • managing your dealership’s social media presence,
  • creating and promoting positive content,
  • handling and mitigating any negative publicity or crisis.
  • engaging with customers online.

Using the right strategies, you can shape the perception of your car dealership, ensuring your reputation is positive, stands out among the competition, and is always in top shape.

What are the Key Benefits of Automotive Reputation Management

Automotive reputation management can help a car salesperson or auto dealership to:

  • Monitor and respond to customer feedback and reviews promptly.
  • Improve customer satisfaction and loyalty.
  • Increase brand awareness and trust.
  • Address negative reviews and complaints to mitigate damage to the dealership’s reputation
  • Identify opportunities for improvement in products or services.
  • Increase online visibility and search engine rankings
  • Improve customer acquisition and retention
  • Enhance overall reputation and credibility in the auto market

How to Get More Reviews on Your Automotive Brand? What are the Best Practices?

If you want your dealership to succeed, you need to rake in some online reviews. Positive reviews can help to build trust and credibility with prospective customers, making them more likely to choose your dealership over a competitor.

Additionally, online reviews can help improve your search engine rankings, increasing visibility and driving more traffic to your dealership’s website.

Overall, they play a significant role in your dealership’s success and should be actively sought and managed.

Best practices for getting more reviews on your automotive business include:

1. Asking for reviews

One of the most helpful ways to get more reviews is to ask your customers to leave one. 12% of consumers say they’ll always leave a review when prompted to do so by the business.

You can send follow-up emails or text messages after a purchase or service or by including a call-to-action on your website or social media pages.

For example, you can send them an automated text message asking for reviews.

However, keep in mind the timing of your text message, as you’re more likely to get feedback immediately after they’ve completed their transaction.

Following is the car sales review request template after a customer’s purchase:

“Hi [First Name],

Thanks for choosing [Dealership Name]. We appreciate it. Please leave us a quick review on the following page. [Review Link]



“Hey [First Name],

Thanks for stopping by! We’re always happy to see such friendly faces😇. Would you be able to leave us a quick review here? [Review Link]


2. Making it Effortless to Leave a Review

To encourage more customers to leave reviews, make the process as seamless as possible. Provide clear and easily accessible links to your review profiles on major review platforms such as Google, Yelp, and other auto-review sites.

To simplify the process, you can also include a direct link to your review form on your website, business cards, text messages, emails, or social media pages.

Asking for reviews

Additionally, consider using a QR code that customers can scan using smartphones to be directed to your review page.

This will make leaving reviews quick and easy, increasing the likelihood of customers leaving positive feedback.

3. Encouraging Reviews through Incentives

To get more reviews for your business, offering incentives to customers who take the time to leave feedback can be beneficial. This can include discounts, special promotions, or exclusive access to new products or services.

A tangible reward for leaving a review can motivate customers to share their experiences.

Consider offering a loyalty or referral program to encourage repeat customers and word-of-mouth marketing. This will increase the number of reviews, attract new customers, and boost sales.

4. Send Review Request Emails

Targeted emails are very useful for getting customer reviews. Setup is also quicker and easier.

For maximum effectiveness, it’s best to send a series of personalized emails asking for reviews. In each email, address the customer by name, thank them for their visit, and ask them about their experience.

Asking for reviews via email

Add a link in the email that takes the customer directly to your review page or any third-party review site. It will not only help you get more reviews on other sites but also increase your site’s visibility.

5. Responding to reviews

Responding to reviews promptly and professionally is a vital aspect of reputation management. It demonstrates to your customers that their feedback is valued and that their experience matters to your business.

Responding on time can also encourage other customers to leave reviews, showing that your business is actively engaged and cares about the customer’s experience.

In fact, according to a survey, 89% of consumers say they would prefer a business that responds to all positive and negative reviews.

Responding to negative reviews professionally and constructively is an opportunity to change a negative review into a positive one. By addressing the issues in a negative review, you can show that you are taking steps to improve and value customer feedback.

Responding to positive review

This can help to mitigate any damage to your reputation and gain the trust of potential customers.

responding to negative review

Overall, effective review management through review responses is a powerful tool for improving customer satisfaction and loyalty and ultimately increasing sales.

6. Use social media!

Social media is a powerful tool to gain customer reviews and reach a wider audience. Using platforms such as Twitter, Facebook, and Instagram is an effective way to connect with potential car buyers and engage with your current followers.

Encourage patients to leave a review on their social media accounts and let them tag your practice in their review posts to maximize your visibility.

Create engaging posts that prompt patients to share their experiences and feedback. Test with different days and times to see when you receive the most engagement, and don’t hesitate to post more frequently.

Take advantage of the Facebook business page. It has a built-in ratings and reviews feature. When a patient leaves a review, it will be shared with your followers, making it easier for you to build your online reputation and attract more auto buyers.

Pfaff Harley Davidson Facebook Page

You can also use social media as a platform for responding to reviews, showing appreciation for positive feedback, and addressing any concerns raised in negative reviews promptly and professionally. It demonstrates that you value patient experience and their opinion.

7. Use the DemandHub Platform

Delivering exceptional customer experience and gaining more positive reviews are important for your dealership’s growth. To get patient reviews hassle-free and easy, you should use patient review software like DemandHub.

DemandHub is an easy-to-use automotive reputation management software that can get you more positive reviews and manage your online reputation. It can help you get reviews from your customers without asking them directly and monitor your reputation 24/7.

With DemandHub, you can also be notified when someone leaves a review about your business. So you can reply to any feedback quickly and effectively.

We aim to help local businesses and automotive dealerships succeed by streamlining customer communication. With DemandHub’s advanced messaging capabilities, you can text review links directly to customers and facilitate them to leave a review in 30 seconds or less – all with just a few clicks.

8. Set Reviews on Automation

Manually sending out review requests can be a real drag, especially when you’ve got a business to run. But don’t lose hope just yet!

There’s a way to get those glowing reviews without lifting a finger!

Enter DemandHub, the ultimate automation solution for your review requests.

DemandHub is a powerful tool that seamlessly integrates with your customer relationship management system. It sends out review requests the moment your customer exits your doors. That way, you can focus on running your business and leave the review gathering to DemandHub.

Say goodbye to manual labor and hello to effortless review automation. With DemandHub, you’ll be able to collect genuine customer reviews with ease. So, you don’t have to sacrifice your time and energy to get the feedback you need to grow your business.

How to Manage Your Dealership’s Reputation?

Managing your dealership’s reputation is all about revving up your customer service and ensuring that every customer leaves your showroom floor feeling like a VIP.

Here are a some tips to keep your reputation in tip-top shape:

  1. Keep your inventory in check: Make sure you always have a wide selection of vehicles on the lot and that they’re in top condition. No one wants to test-drive a lemon.
  2. Shift gears on customer service: Train your sales team to provide top-notch service and go the extra mile to ensure every customer leaves with a smile.
  3. Tune up your online presence: Keep your website and social media up-to-date, and respond to customer reviews and comments on time.
  4. Take your customer for a test drive: Ask for feedback and take it to heart. Use it to improve your dealership and ensure every customer feels like they are in the driver’s seat.
  5. Make sure to keep your oil changes on a regular schedule: Always be transparent and honest in your business practices, and make good on any promises you make.

Following these tips can keep your dealership’s reputation running smoothly. It also ensures that every customer feels like they’ve had a first-class experience.

Top Car Review Websites You Should be Listed in 2024

Although Google and Facebook are important, niche-specific car review sites should never be ignored. Typically, customers use auto review sites when they are planning to visit an automotive business soon. They just need to choose between a few different shops.

Here are the top automotive review sites to be listed in 2024:

Some top review sites for dealerships are:

  2. Edmunds
  3. Kelley Blue Book
  4. CarGurus
  5. DealerRater
  6. Car Folks
  7. SureCritic
  8. Auto Car Dealers

Some important review sites for auto shops are:

  1. CarTalk
  2. RepairPal
  3. AutoMD
  4. Repairpal
  5. GarageFly
  6. Cars
  7. Mechanic Advisor
  8. AutoBody Review


In the world of automotive sales, reputation is everything. It’s the shiny chrome on your classic hot rod, the sleek racing stripe on your high-performance sports car. And just like those aesthetic upgrades, managing your dealership’s reputation takes a little effort to keep it looking its best.

Gather customer reviews by following the tips mentioned in this blog, and you will have a sparkling online reputation in 2024.

Remember, a good reputation is a fuel that keeps your car dealership running smoothly and the key to a successful business. Keep your reputation in high gear and watch your auto shop soar to new heights!

Frequently Asked Questions (FAQs) about Automotive Reputation Management

Why is reputation management important for car dealerships?

Reputation management helps build trust with potential customers, protects the dealership’s brand image, and can impact the dealership’s bottom line. Positive online reviews can drive more traffic to the dealership and increase sales, while negative reviews can deter potential customers.

What are some strategies for effective reputation management in the automotive industry?

Some effective reputation management strategies in the automotive industry include actively seeking customer feedback, promptly responding to both positive and negative reviews, and addressing customer concerns. It also includes using social media and other online platforms to promote your dealership.

What are the four components of reputation management?

The four components of reputation management are:

  1. Monitoring: Keeping track of what’s being said about your business online.
  2. Improvement: Proactively building a positive online presence.
  3. Protection: Maintaining this positive reputation.
  4. Recovery: Taking actions to mitigate damage from negative publicity.

What are the 3 categories of tactics for reputation management?

The three categories of tactics for reputation management are:

  1. Proactive Tactics: Building a positive reputation before any negative content arises.
  2. Reactive Tactics: Implemented in response to negative online content or crises.
  3. Recovery Tactics: Used to rebuild reputation after a significant reputation crisis.

What is an example of reputation management?

An example of reputation management could be a car dealership proactively asking happy customers to leave positive reviews on online platforms. If a negative review is posted, the dealership promptly responds, apologizing for the customer’s negative experience and offering a solution. This not only addresses the issue with the original customer but also shows potential customers that the dealership is committed to resolving issues and providing excellent customer service.

Business growth begins here.
Book a demo