I think the LH platform could leverage reviews just a bit more, perhaps by establishing a ratings system. This would ENCOURAGE folks that feel discouraged leaving a bad review, simply because it breaks down the elements into specific segments, highlighting strengths and weaknesses, useful for both parties, in assessing how a deal went, without over-emphasizing how a particular segment went that was imperfect. It is also encouraging for members since it streamlines feedback, without the need to write a novel (unless a novel is required, of course). I would propose a simple rating system with brief segments that best describe the deal and it’s results. I think an overall ‘score’ is less important than the score of individual segments, since the segment score yields the most informative feedback. Something like:
O Initial Communication: Vehicle details/pricing clearly presented, timelines and process explained, fees/deposits and refundability process explained
O Initial Transaction: Forms explained and sent promptly, timely fees and deposits handled appropriately.
O Interactions: Dealer contacts, order timeline and fulfillment progress as described. Broker endeavors to resolve issues that arise, and works out viable alternatives. Dealer/Broker on the same page.
O Delivery: Vehicle meets client specifications, delivered at prior agreed pricing, Broker/dealer assist with physical delivery details and new vehicle orientation as needed. Leave transaction with all questions resolved and a positive experience.
Maybe 1-5 score, with a comment section beneath. I can see members benefiting from such a feedback process, as well as brokers. Any traction for something like this?
After pondering further, and spit-balling further, this framework could extend to dealers as well…the feedback loop would be invaluable to members, as I don’t believe any comprehensive feedback loop exists in the market for dealers…but one thing at a time.