Before implementing Maxx Media’s solution, the dealership was facing a critical reputation crisis that threatened their competitive position:
Growing Negative Review Volume: The business was experiencing an increasing number of poor reviews that were actively damaging their Google rating and online reputation.
Insufficient Positive Feedback: The company wasn’t receiving enough positive reviews to offset negative feedback, creating an unbalanced online presence.
No Early Warning System: There was no reliable mechanism to identify and address unhappy customers before their frustration became public.
Franchise Performance Pressure: As a franchise business with strong emphasis on customer satisfaction surveys, maintaining high scores was critical to franchise standing.
Competitive Disadvantage: Potential customers were choosing competitors simply because the business’s online presence failed to reflect their actual service quality.
“It felt like we were constantly on the defensive, watching our rating slip and knowing that potential customers were choosing competitors simply because our online presence didn’t reflect the quality of service we actually provide.” – General Manager, Subaru Dealership, Canada
Maxx Media implemented a comprehensive reputation management system designed
to proactively capture customer feedback and address concerns before they escalated
to public platforms. The solution included:
Private Feedback Collection: An automated system that sent timely review requests
to customers after their service experience.
Early Detection Mechanism: The platform flagged potentially negative feedback
privately, allowing the team to respond before reviews went public.
Strategic Timing Optimization: Development of a clear strategy around optimal days
and times to reach customers, significantly increasing response rates.
Response Framework: A structured approach to handling both positive and negative
feedback consistently and effectively.
Multi-Platform Integration: The system generated reviews across Google and other
platforms, creating a comprehensive online presence.
| Metric | Result |
|---|---|
| Google Rating Improvement | 3.6 to 4.4 stars (+22%) |
| Review Volume | Significant increase across platforms |
| Business Impact | Won franchise awards, increased business |
| Customer Engagement | Immediate responses to review requests |
| Team Morale & Efficiency | Reduced stress, improved organization |
One incident particularly demonstrated the system’s value. A customer experienced a
disappointing visit that, under normal circumstances, would have resulted in both a
negative public review and poor franchise survey scores. However, the system flagged
the feedback privately before it escalated, enabling the team to:
• Receive immediate notification of the customer’s dissatisfaction
• Reach out personally to understand the specific issues
• Resolve the situation directly with the customer
• Prevent damage to both public reviews and franchise survey scores
“The customer was surprised by how quickly we reached out and
appreciated the personal attention. That experience made it clear that the
system wasn’t just collecting feedback—it was actively protecting our reputation and helping us build stronger relationships with our customers.”
– General Manager, Subaru Dealership, Canada
Beyond the numerical improvements, the system transformed daily operations and team
dynamics:
Enhanced Team Communication: Staff now regularly review feedback together, using
negative comments to identify improvement opportunities and positive reviews to boost
morale.
Empowered Employees: Team members no longer feel blindsided by angry public
reviews. The clear, consistent process for handling feedback has eliminated guesswork
and reduced stress.
Real Customer Insights: Employees receive genuine feedback that helps them
understand what’s working and what needs improvement.
Improved Organization: The structured workflow has made the entire review process
more efficient and less chaotic.
“Instead of feeling blindsided by angry public reviews, they feel
empowered because there’s finally a clear, consistent process in place.
It’s taken a lot of guesswork and stress out of the equation.” – General
Manager, Subaru Dealership, Canada
When asked about their experience and whether they would recommend Maxx Media to
others, the client was unequivocal:
“I would tell them without hesitation that it’s absolutely worth it. Without
Maxx Media, we would never be receiving the volume and quality of
reviews we get today. As soon as the system sends out a notification
asking customers to share their experience, we see immediate
responses.” – General Manager, Subaru Dealership, Canada
Regarding initial concerns about implementation, the client noted:
“Our biggest hesitation was wondering whether customers would actually
use the system and whether it would make a noticeable difference.
Looking back, those concerns disappeared almost immediately once we
saw how quickly customers responded and how much our rating
improved. To anyone with the same fear, we’d say: don’t wait. The impact
is real, measurable, and far greater than you expect.” – General Manager,
Subaru Dealership, Canada
This franchise business’s partnership with Maxx Media demonstrates the transformative
power of proactive reputation management. By implementing a system that captures
feedback early, enables swift response to concerns, and consistently generates positive
reviews, they achieved:
• A 22% improvement in their Google rating (3.6 to 4.4 stars)
• Recognition through franchise awards
• Measurable increases in customer trust and business growth
• Improved team morale and operational efficiency
• Protection of franchise survey scores through early intervention
Perhaps most importantly, they gained peace of mind—knowing they can catch
negative experiences early and turn them into opportunities for improvement, while
maintaining a steady flow of positive reviews that accurately reflects their service
quality.
“It’s the simplest and most effective way to boost your online reputation,
catch issues before they become public, and consistently generate real
customer feedback.” – General Manager, Subaru Dealership, Canada
Our team will answer all your questions. we ensure a quick response.
