Why Word-of-Mouth and Reviews Still Matter

In today’s digital age, word-of-mouth and reviews are more powerful than ever. A single recommendation from a satisfied customer or a glowing online review can influence a potential buyer’s decision to visit your dealership. Yet, many dealerships overlook these free, organic marketing channels, focusing only on traditional advertising.

Word-of-mouth and online reviews work hand in hand. Happy customers don’t just tell their friends and family—they leave reviews that can reach thousands. This combination helps your dealership build trust, attract new customers, and foster long-term loyalty.

In this post, we’ll explore why word-of-mouth and reviews are so crucial for dealerships and how engaging with customers consistently can create a referral and review engine that drives sales and strengthens your reputation.

Why Word-of-Mouth and Reviews Are Essential

1. Trust and Credibility

Potential customers trust personal recommendations and reviews far more than ads. A survey by BrightLocal found that 88% of people trust online reviews as much as personal recommendations. For dealerships, where trust is critical, positive word-of-mouth and reviews build the credibility needed to turn prospects into buyers.

2. Amplified Reach

One satisfied customer sharing their experience can influence several people through word-of-mouth. Pair that with a glowing online review, and you’ve exponentially increased your reach. Online platforms like Google, Facebook, and automotive-specific review sites amplify these voices, reaching customers far beyond your immediate network.

3. A Competitive Edge

Reviews and referrals can set your dealership apart in a crowded market. Customers are more likely to choose a dealership with numerous positive reviews or one recommended by a friend over one they know nothing about.

Building a Word-of-Mouth and Review Strategy

1. Deliver an Exceptional Experience

Word-of-mouth and reviews begin with how you treat your customers. Deliver excellent service, clear communication, and a seamless buying experience. A happy customer is the foundation for strong referrals and positive reviews.

2. Encourage Customers to Share Their Experience

Satisfied customers are often willing to leave reviews—they just need a little nudge. After a purchase or service appointment, follow up with an email or SMS asking them to share their experience on Google or other review platforms. At Reel-in, we help automate these follow-ups, ensuring your dealership consistently gathers reviews without adding more work for your team.

3. Offer Incentives for Referrals

Give customers a reason to spread the word. Create a referral programme that rewards customers with discounts, gift cards, or service perks when they recommend friends or family who make a purchase. This not only increases referrals but also strengthens customer loyalty.

4. Engage with Reviews—Good and Bad

Responding to reviews shows that your dealership values customer feedback. Thank customers for positive reviews and address negative ones professionally. A thoughtful response can turn a dissatisfied customer into a loyal advocate while showing potential customers that you care about resolving issues.

5. Feature Testimonials and Reviews

Don’t let positive reviews sit unnoticed. Feature them on your website, in social media posts, and even in your dealership showroom. Highlighting real customer experiences builds trust and reassures new customers that they’re making the right choice.

How Consistency Drives Referrals and Reviews

Word-of-mouth and reviews aren’t one-off results—they’re the product of consistent engagement. By maintaining regular communication with customers, even after their purchase or service, you stay top-of-mind. Send personalised follow-ups, service reminders, and exclusive offers to keep your dealership relevant and encourage customers to share their experience.

At Reel-in, we specialise in creating consistent, targeted engagement strategies that help dealerships maximise referrals and reviews. From post-service follow-ups to review requests, we ensure your dealership’s voice stays active in your customers’ minds.

The Bottom Line: Word-of-Mouth and Reviews Are Your Most Powerful Tools

Advertising can only do so much. Word-of-mouth and online reviews are authentic, trusted, and incredibly effective. By prioritising exceptional customer experiences, encouraging reviews, and consistently engaging with your audience, your dealership can harness the power of these organic marketing channels to attract new customers and build lasting loyalty.

Ready to turn satisfied customers into your biggest advocates? Contact Reel-in today to start building a referral and review engine that drives sales and solidifies your reputation.