SAN FRANCISCO – OffLeaseOnly’s superb customer service has earned the gigantic no-frills used car dealership national recognition as a state-level recipient of DealerRater’s Dealer of the Year Award.
Held annually, the program awards U.S. and Canadian dealerships for distinction in outstanding customer service based upon reviews of consumers’ experiences shared on DealerRater, said Zach Jarosz, senior implementation specialist for DealerRater.
“It’s remarkable. It’s actually incredible for a dealer to perform in the used car market at the level Off Lease Only has,” Jarosz said. “It’s a tough market. Dealers struggle with this immensely. You are in the forefront of embracing the model of reputation management.”
Off Lease Only has only been participating in the program for two years. Reviewers evaluated Off Lease Only on its customer service, quality of work, friendliness, pricing and overall experience.
Jarosz said Off Lease Only had the most reviews in the used car market nationally, which also put Off Lease Only in the running for the national Dealer of the Year Award for used cars.
“Consumers have identified the best dealers to do business with, and Off Lease Only has emerged as the leader among used car dealers across Florida,” said DealerRater CEO Gary Tucker. “The quality and number of reviews for Off Lease Only speaks volumes of the top-notch experiences provided to customers.”
Off Lease Only owner Mark Fischer was thrilled and humbled with this customer service award.
“It’s such an honor to be recognized for caring about my customers – especially in a national arena like DealerRater, and to be ranked the Dealer of the Year for Florida,” Fischer said. “We will continue to work extremely hard to make sure every customer is treated with the utmost respect, and of course, saves thousands on their pre-owned purchase.”
DealerRater is the largest dealer review site in the nation, with approximately 1.6 million user-generated reviews. The site also provides dealers with a way to respond to the reviews. To qualify for the DealerRater award, entrants needed a minimum of 25 DealerRater reviews for 2014 and an average minimum rating greater than 4.0.
“DealerRater is an excellent tool for Off Lease Only because the dealer gets feedback immediately following the customers’ purchase,” said Off Lease Only advertising agency Unique Monique Media spokesperson Monique Hausheer, who was in San Francisco to receive the award. “Every single review goes directly to the owners Mark & Eileen Fischer, their management team and also the customer service department. Now that the company has over 450 employees and sells nearly 3,000 cars per month, it’s imperative for them to make sure every customer has a wonderful experience. It’s been great quality control.”
But getting customers to actually write reviews after they left the dealership took some doing, even if they had an incredible car buying experience. So OffLeaseOnly embarked on an internal training program that included DealerRater’s official certification course as well as Off Lease Only’s own training to increase awareness.
First, OffLeaseOnly had to educate the car salesmen about why it was important for them to encourage their customers to post reviews. OffLeaseOnly also made sure each sales associate had their photo and a personal profile posted on the DealerRater web site. That way, as reviews stacked up, customers could put a name with a face.
Sales associates also had to complete DealerRater training, which outlines what is acceptable and what is not. For example, no reviews can be submitted from the dealership.
All sales associates were required to take a test which they had to pass with a score of 80 or higher to become certified.
Their profiles serve as a sort of online report card. A diligent sales associate with a long list of positive reviews is likely to have customers seek them out by name.
To further assist customers in their car buying experience, Off Lease Only has launched a new review site which aggregates reviews from, Yelp, Google, Edmunds, Cars.com and Off Lease Only DealerRater in one convenient location. The purpose of the site is to make it even easier for customers to find out what it’s like to buy a used car at Off Lease Only.
Experience the excellent Off Lease Only customer service standard that has won our company national recognition!
Stop in to one of Off Lease Only four locations and drive home your next beautiful used car today!