Articles

Higgins Powersports is a family owned and operated Powersports dealership that has been in business since 1975 and is located ‘smack dab’ in the middle of Massachusetts.  Because of their long-standing connection to the community and contagious enthusiasm for the industry, most of the locals know, like, and trust the Higgins Powersports family.  Robert Sheldon, General Manager for the dealership, knows that there is a golden opportunity to make this home-grown business even better by identifying the ‘silent migrators’ and trying to bring them back as repeat and referral customers.

By taking advantage of the proprietary review acquisition system of the Local Web Dominator program, Robert was able to affirm that a majority of their customers are really happy with the service they receive from the team.  But, even though the folks at Higgins Powersports do a great job sharing their passion for riding, some customers leave less than satisfied.  Robert was able to identify those folks and hear their side of the story to learn ways to make an already great business even better.

The first batch of customers that received a review request email generated a ton of 5-star reviews, and a handful of negative feedback.  Robert was able to quickly respond to each of these unhappy customers, express empathy for their situation, and make a sincere effort to make the situation right.  In doing so, he had three of the first unhappy customers come back into the dealership after they expressed their frustration, and because Robert was able to resolve their issue, they made another purchase at the dealership.  WOW!  Talk about a golden opportunity.  

So many dealerships have no idea who their unhappy customers are and no way of figuring that out; those customers just silently migrate to another dealership.  Through the LWD program, Robert was able to identify, resolve and reactivate a handful of his unhappy customers who would have otherwise just left and given their business to a competitor.

Want to generate that kind of repeat and referral business at your dealership?  Want to tap into the golden (and most likely hidden) opportunities within your business?  Give us a call today to talk about reactivating lost customers through the Local Web Dominator program: 877-242-4472.