Dealer Spotlight: Toyota of Wallingford
2/23/2009 1:00:14 AM
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At Toyota of Wallingford, customer satisfaction is the foundation of everything we do. In 2004, we were ranked #1 in the United States for customer retention for Toyota. We are also a Certified Toyota Signature dealership. Signature is an ongoing process to improve customer service and satisfaction. At Toyota of Wallingford the customer is always #1. Our philosophy is to treat everyone like family. DealerRater has allowed us to take our philosophy and business model to a new level.
Dealer Spotlight: Toyota of Wallingford
When Matt Lamoureux contacted me regarding the Certified Dealer Program, it was a perfect match and an offer I could not refuse. DealerRater has given me the online presence and advantage that I had long sought after. As hard as I had tried to differentiate myself and the dealership from my competition, nothing has been better than DealerRater customer reviews. As always word of mouth is the best form of advertising. DealerRater has taken it to a higher level and helped to boost our online presence. The rewards and benefits are only going to get better as our positive reviews continue to grow.
During my initial contact with customers online, I recommend they go to DealerRater to check out our reviews so they can feel confident in not only me, but with the dealership they are potentially doing business. Let’s face it many dealerships have a bad reputation that is often well deserved and this also allows them to read potential negative reviews of other local dealers. Purchasing a new vehicle is most likely the second biggest purchase a consumer will make. It is important that they feel comfortable with the dealership they are spending their hard earned money with especially in these economic times. We also have the DealerRater testimonials linked to our website so every potential customer can read them.
DealerRater is not simply for online customers alone. We use it on the sales floor and in our service department. Our salesmen have their personal reviews printed out and in their “Why Buy Here” book. This keeps the customer busy while they are pulling up a vehicle or working with the sales manager and builds value and trust. At delivery and after a customer has had service on their vehicle we hand them a DealerRater review card and ask them if they would mind sharing their experience.
Everyone knows that Google is the #1 search engine and with them now posting online reviews from DealerRater, we have experienced an increase in phone and website traffic. Consumers are searching for Toyota dealers in Connecticut and coming across our reviews. We have had customers drive past several other dealerships closer to them in order to visit us because they were so impressed by what they read. This is new found business that we never would have had before. Some of them are even coming in asking for the salesman that they read about in the review. DealerRater is revolutionizing the way people buy cars, not to mention being invaluable for our search engine ranking.
Although we strive for 100% customer satisfaction, nobody is perfect. Being a Certified Dealer has allowed us to rectify negative reviews in a professional and effective manner through DealerRater. It is a win-win situation for not only us, but more importantly the customer. It allows us to learn and grow from our mistakes and continue to find better ways to improve.
I would strongly recommend DealerRater.com and Matt Lamoureux to any dealership that is serious about customer satisfaction and Web 2.0. Your dealership’s online presence and survival may depend on in it during this incredibly tough market. The ROI on investment that I have experienced makes DearRater.com a no brainer! Matt has an impressive E-commerce resume and is always willing to share his wealth of knowledge in order to help you succeed. Thank you Matt and DealerRater.com!
If your dealership would like to be featured in a DealerRater.com Dealer Spotlight, please contact Michelle Oldershaw, DealerRater.com Director of Marketing.