Why Customers Leave Bad Reviews with Matt Murray

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Why do dealership customers leave bad reviews? Matt Murray of Widewail breaks it down with insights from over 8 million Google reviews—and the answer might surprise you.

In this episode, we’re diving into the world of customer feedback. Matt shares how his company transformed millions of unstructured reviews into actionable insights for automotive dealers.

The 2024 Voice of The Customer report shows a 20% increase in negative staff-related reviews this year, the conversation centers on why people leave bad reviews and what dealers can do to improve.

From the rising complexity of EV sales to the long-tail effects of pandemic-era pricing, Matt highlights the importance of well-trained staff and clear communication in building trust.

Plus, the crew explores the psychology behind reviews, the value of people in the dealership experience, and how dealers can stay ahead in a rapidly evolving market. 

Timestamped Takeaways:

0:00 Intro Banter and Teasers

2:17 Meet Matt Murray of Widewail

5:14 Why Do Customers Leave Bad Reviews?

16:13 Rising Negativity in Staff Interactions

21:52 EV Buyers and Knowledge Gaps

24:56 Aging Vehicles = Higher Service Costs

27:22 Back to Basics: The Importance of Training

28:59 Customers Still Want Human Interaction

30:38 Closing Thoughts and Wrap-Up

Matt Murray is the CEO at Widewail

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