DOLLAR CAR RENTAL

In an age where comments posted on the Internet can spread globally in minutes, and where words spoken online can never be taken back, how does a car dealership address the concerns of their potential customers?a new and used hyundai car dealership in Cocoa, Florida faced this issue and was kind enough to agree to an interview. To be sure car dealerships such as Cocoa Hyundai and others have had to react to customer concerns and complaints in totally new ways.
Question: Do you feel that technology has made it easier or more difficult to address customer concerns?
Cocoa Hyundai: I would say that technology has made it much easier. With any business getting feedback from your customers whether your doing bad or good is difficult.
The Internet has allowed us at Cocoa Hyundai to address the concerns of customers we otherwise would never have known were dissatisfied. Some businesses view customers speaking out online in a negative light, infact we encourage our customers to go online and write about their experiences with us.
Question: You mentioned that Cocoa Hyundai has been reaching out to dissatisfied customers, what do you do that other dealers or even customers might learn from?
Cocoa Hyundai: We actively seek out all good, or negative reviews that we receive online. Often we have found that negative reviews are simple mis communications and we can make them right.
This is a double edged sword though, while it's true that we can make amends often once something is online it can't be removed. However in the end we have made things right with the customer who was upset, and that's really what is most important.
Question: What do you recommend someone do if they have a problem with Cocoa Hyundai, or another dealership or business for that matter?
Cocoa Hyundai: Obviously if someone feels dissatisfied or has a concern, they should let the management or owners of the business know.
At Cocoa Hyundai we go out of our way and make every effort to make things right if one of our customers feel wronged.
Question: What about the times you can't make things right?
Cocoa Hyundai: I don't think that scenario exists.
If we've made a mistake, we will make it right. That's why Cocoa Hyundai is rated in the top 5% of all US Hyundai dealerships for customer satisfaction.
I think in some cases people become upset at the situation or circumstances, perhaps they decided they don't like their car for instance. If someone buys a TV at Best Buy but decides they don't like the picture a year later, the customer doesn't blame Best Buy. But if they buy a car from us, and they decide they don't like their car we are often the ones they are unhappy with.
Question ... Does that seem fair to you?
Cocoa Hyundai: Yes, I think it does actually and here is why:
A Car is one of the two most expensive major purchases someone will make in their life. When you buy a car, your not just buying a car, but the service and support network that goes with it. At Cocoa Hyundai we always make every effort to support our customers.
Question: Do you have anything you would say to other dealers challenged by customer service online?
Cocoa Hyundai: Sure, I think no matter how difficult it is a dealer should always make an effort to make things right.
What you have to realize is that when a customer writes a negative review, they want it resolved. They are hoping for action by that dealer to make it right.
Some dealers I know get upset because people tend to exaggerate their stories online. Some of the stories you can read are so exaggerated they defy belief. At Cocoa Hyundai we stay proactive, we call and followup with our customers to make sure things are going well.
If you treat your customers as family, like we do at Cocoa Hyundai then the rest falls into place easily.