Happy Customers Give OffLeaseOnly Sales Staff Rave Reviews
Two months into his job at OffLeaseOnly Orlando, sales associate Omid Kazravan racked up 41 five star OffLeaseOnly reviews, setting a company-wide record for excellence. Kazravan along with all other staffers are proud to continuously receive rave reviews from happy OffLeaseOnly customers!
Kazravan, who’s new to the auto industry, didn’t rely on past experience to get noticed. Instead, he spoiled his customers with incredible customer service and urged them to post OffLeaseOnly reviews about their car buying experience to help him shine.
They did. Over and over and over, after Kazravan assured them no one else would work harder for them to make them feel secure and comfortable.
“People need to feel that you are there for them,” Kazravan said.
Kazravan has discovered that a good online reputation starts with a cache of great OffLeaseOnly reviews. Several of his colleagues have achieved similar success: OffLeaseOnly Orlando sales associate Javier Silfa received 40 positive customer reviews for March; OffLeaseOnly Palm Beach sales associate Shauna Welsh received 27 positive customer reviews; and OffLeaseOnly Miami sales associate Wilfredo Novoa received 24 positive OffLeaseOnly reviews.
All Off Lease Only sales representatives know that good customer service doesn’t guarantee good OffLeaseOnly reviews because people are busy and forgetful and often don’t want to be bothered. So they gently follow up by sending their customers emails containing links to four of the most popular customer review sites and remind them nicely that feedback would be very helpful. Their persistence has yielded impressive results.
According to a recent article in Auto Remarketing, that should be no surprise: 87 percent of used car buyers first research their purchases on social media. Online review sites were also rated as the go-to source that most influences an individual’s car purchase and also are the most used for research, second only to family and friends.
Silfa is a rock star when it comes to OffLeaseOnly reviews. Customers seek him out because they have read Silfa’s glowing online reviews and want the same positive used car buying experience with him that others have raved about.
“I had one lady who came in and said, ‘I know you but you don’t know me,’” Silfa chuckled. “She said, ‘I read your reviews so I know I can’t go wrong with you.’”
Silfa’s friendly demeanor, honesty and charm get him lots of reviews like this one:
“If you’re reading this STOP!!! Because this was one of THEE MOST incredible car buying experiences. Yes, is was busy, yeah it was loud, but JAVIER made it seem like I was the only customer shopping,” the customer wrote. “His professionalism is as sweet as a Georgia peach in the month of May. He was concise and confident that I was going to be extremely ecstatic once I finished. I WAS! Today I bought a car but I also gained a family … ON TOP of thee most extraordinary car buying experience”
Potential customers buy cars based on OffLeaseOnly reviews like that one.
“I have customers calling me from all over the state,” Silfa acknowledged. “OffLeaseOnly reviews are getting me more business. They are everything. It’s the new way of selling cars.”
That’s why positive online reviews are so important and why companies like Off Lease Only pro-actively seek out feedback. Companies that want potential customers to read good things about their company make sure there are plenty of good things out there for them to read. Not to mention, you can see how companies respond to an unhappy customer. Helping fix a negative experience and make it positive is something that can win a customer over for life! That is exactly how Mark Fischer leads his team. The care comes from the very top of this organization.
“OffLeaseOnly reviews are key to earning credibility with our customers,” said Off Lease Only owner Mark Fischer. “It helps prospective car buyers really get a feel for what my company is all about. It also helps me address any issues I may not be aware of. I want every customer to be extremely happy with their used car purchase!”
In Nielson’s most recent Global Trust in Advertising study, 70 percent of global consumers indicated they trust online reviews from strangers when making purchasing decisions, according to Forbes.com.
“Consumers want information that will help them feel confident they are making the best, most well-reasoned purchase,” says the website convinceandconvert.com.
“It’s reputation management,” said Welsh, of OffLeaseOnly Palm Beach. “I get customers that look at my reviews, they read them and they ask for me. The more OffLeaseOnly reviews you have out there, the more noticed you get and the more cars you sell.”
OffLeaseOnly pays such close attention to reputation management that the giant, no-frills used car dealership recently won two national customer service-based awards.
In late January, OffLeaseOnly earned national recognition as a state-level recipient of Dealer Rater’s Dealer of the Year award. The coveted award was based on the high number of excellent OffLeaseOnly reviews shared on the DealerRater website.
Less than a month later, OffLeaseOnly received more national recognition when it received the 2015 Edmunds 5-star Dealer Award based on customer satisfaction and customer reviews.
Off Lease Only won the two awards because of their undying efforts of making sure every customer is happy before, during and after the sale. Companies that don’t pay attention to their online reputation may discover that the only posted reviews are about negative experiences. But that is not the case at Off Lease Only.
To prevent that, companies have to pro-actively seek feedback from happy customers.
Kazravan touches base via email with every customer he encounters. If they purchase a used car, he sends them a picture. If they didn’t buy a used car, he sends a friendly email so they will keep Off Lease Only in mind. He tries to make posting OffLeaseOnly reviews as easy as possible.
“I send my customers pictures of them with their new car and let them know that it was outstanding working with them and encourage them to help me by posting a review on OffLeaseOnly reviews site.” Kazravan said.
Miami sales associate Wilfredo Novoa gives his customers gentle reminders about providing feedback throughout the selling process, but never asks that it be positive. It always is though, because Novoa works hard to provide his customers with great service. Novoa is one of OffLeaseOnly’s top sellers almost every month.
Wrote one customer of Novoa:
“My husband and I could not have asked for a better experience. Wilfredo was respectful, knowledgeable and avoided the high pressure sales techniques most people find offensive,” the Miami car buyer wrote. “He listened to what we were looking for and guided us without the game-playing processes folks have grown to expect at car dealerships. Wilfredo is a refreshing asset to your sales staff.”
Novoa is modest about the praise. But the good OffLeaseOnly reviews are getting him noticed.
“I ask them to say how they were treated,” Novoa said. “It’s important. It helps me stand out to the owners and upper management.”
OffLeaseOnly customer service manager Ana Calderon said reviews in general give customers a feel for what Off Lease Only is all about: A different car buying experience with low prices, no pressure and no tricks.
“People get to know about the business and how things are done here,” Calderon said.
To further assist customers in their used car buying experience, Off Lease Only has launched a NEW OffLeaseOnly Reviews Site which aggregates reviews from Yelp, Google, Edmunds, Cars.com, DealerRater and OffLeaseOnly in one convenient location. The purpose of the site is to make it even easier for potential customers to read reviews and find out what the experience is like first hand from our customers.
Stop in to one of Off Lease Only four locations and drive home your next beautiful used car today!