The Reputation Economy: Why Online Reviews Matter More Than Ever

In this episode of Automotive Alchemy, John McAdams, Chief Revenue Officer at Dealer Alchemist and a 30-year automotive industry veteran, dives into one of the most powerful (and often overlooked) drivers of consumer behavior—online reviews. Whether you’re a single-point store or a publicly traded dealer group, your online reputation is no longer a side note—it’s a make-or-break factor in dealership growth.

John shares practical, battle-tested insights from both retail and vendor perspectives, including:

• Why reviews now rival personal recommendations in consumer trust.
• How a few bad reviews (or a lack of new ones) can derail sales and service retention.
• The Four Seasons approach to responding to feedback—what to say, what NOT to say, and how to elevate every customer touchpoint.
• The three metrics every dealer should track: response rate, review growth rate, and sentiment analysis.
• How AI is helping (and sometimes hurting) reputation efforts.
• Why Fixed Ops is your biggest untapped opportunity for positive reviews.

If your online reputation feels more dumpster fire than five-star, this episode offers a clear starting point and a strategic path forward. With John’s sharp advice and deep experience, you’ll walk away with actionable ideas to turn customer reviews into a true growth engine for your dealership.

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Podcast Directed and Produced by: www.hiredgunsagency.com