Host Kyle Mountsier sits down with Jamie Oldershaw, VP of Customer Experience atCars Commerce, to discuss the evolving role of reputation management in the automotive industry. Jamie emphasizes that trust remains one of the biggest hurdles for car buyers and that transparency, communication, and responsiveness are key to overcoming skepticism. While 85% of customer reviews on DealerRater are positive, many dealerships fail to actively collect feedback, missing valuable opportunities to strengthen their reputation. Jamie highlights the importance of asking every customer for a review, ensuring that positive experiences are shared just as frequently as negative ones.
The conversation also introduces the "Triple A" framework for handling negative reviews: Acknowledge, Apologize, and Act. Jamie explains how responding thoughtfully to criticism not only improves dealership processes but can also convert unhappy customers into loyal ones. Looking ahead, DealerRater and Cars.com are doubling down on personal connections, working to elevate individual salespeople within dealership profiles and ensuring that reputation directly influences customer decisions. The episode closes with a powerful reminder that in auto retail, people—not just inventory—are the industry’s greatest value proposition.
0:00 Intro – Live from the Cars Commerce booth at NADA.
0:38 Trust remains a major issue – Consumers still hesitate when buying cars.
1:26 Communication is key – Dealers must actively engage with customers.
2:41 Ignoring reviews hurts business – Ratings impact customer decision-making.
4:02 The #1 way to get more reviews – Just ask! Most happy customers won’t share unless prompted.
5:21 How to handle negative reviews – The Triple A method: Acknowledge, Apologize, Act.
7:45 What’s next for DealerRater – Bringing salespeople and reputation to the forefront.
8:18 Human connections matter – Customers who connect with a salesperson are twice as likely to buy.
Learn more about Cars Commerce:https://www.carscommerce.inc/
Jamie Oldershaw is VP of Customer Experience atCars Commerce
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