Search “[Your Dealership] reviews” on Google. What do you see?
Instead of the usual list of links and star ratings, you might see an AI-generated summary right at the top of the page. That’s AI Overviews, Google’s newest feature.
AI Overviews pulls information directly from your website, third-party sites, your online listings, and your customer reviews to produce results—highlighting themes, sentiment, and even direct quotes to provide a summary of your business.
Let’s take a look:
Here, AI Overviews provides a brief overview of customer and even employee reviews. It cites its sources, making it clear it’s drawing from customer reviews across the web (DealerRater and Cars.com) to determine its analysis.
When a user asks Google a question about your business, AI Overviews uses generative AI to provide an answer based on whatever it can find about your business online, including your customer reviews.
As seen above, the overview often includes:
Let’s look at another example. In 2021, 8% of Google searches were question-based. Back then, AI wasn’t nearly as prominent as it is today. With the rise of AI and Google’s shift to Overviews, question-based queries are only expected to grow, and you’ll want to be prepared when they do.
A simple Google search like “What are the service speeds like at McGovern Honda?” produces this overview:
The summary includes information directly from the dealer’s website, including its Honda Express Service, as well as review content from its Cars.com listing.
So what does this mean for your reputation management strategy?
Your reviews aren’t just for prospects; they are informing Google’s perception of your business.
When Google produces search results, it favors high-quality content, meaning not all reviews are created equal. So, what makes a good one?
Acquiring a “Great service!” review isn’t the goal. What shows up in Google’s AI Overviews is context-rich feedback.
Quantity still matters, but quality now plays a much bigger role in shaping your visibility.
If you leave your reviews unmanaged, the chances of negative sentiment sitting front and center upon Googling your business increase.
If you don’t have any reviews to begin with, you risk not showing up at all.
Let’s say your customer is at the very beginning of the buyer's journey. All they know right now is that they want a friendly and smooth purchase experience. They might start by Googling something like “friendly car dealership boston."
Google singles out Herb Chambers for having reviews that mention "staff who listen to needs, provide personalized experiences, and offer a smooth supportive process." It also highlights Waltham Auto, even quoting one of its positive Yelp reviews mentioning exceptional customer service.
The more detailed your reviews, the more likely you are to be surfaced by AI Overviews, and the more visibility you will have over competitors.
Even though you can’t directly edit what Google surfaces, you can shape it with a consistent reputation strategy.
Here are some tips to ensure that your incoming reviews are up to scratch:
1. Ask for Reviews at the Right Time
Request reviews right after a sale, service, or significant interaction. Automate outreach through SMS and make it convenient for your customer base to engage.
2. Get Specific in Your Ask
Instead of “Tell us about your experience,” prompt your customers with questions like “Did anyone on the team go above and beyond?” and “Was your buying process smooth and efficient?”
3. Engage with Every Review
Respond to every review—positive and negative—to show your customer base that you are actively listening to their feedback. This shows prospects you care about the customer experience and, in turn, will encourage more detailed feedback.
Widewail helps businesses influence their search and visibility results through:
A steady flow of fresh, authentic, and detailed reviews from real customers.
Professional, on-brand responses from real people that ensure consistent engagement across all review platforms, not just Google.
Targeted review requests that encourage feedback about specific experiences, team members, or services offered at your dealership. The more detailed the ask, the more detailed the review, and it will pay off the next time a prospect turns to Google.
Ready or not, Google is summarizing your reviews for consumers.
Businesses with rich, descriptive, and plentiful review content will see more positive and more accurate summaries. Those without risk losing control of their brand’s first impression.
Widewail helps you turn reviews into a strategic SEO asset so the story Google tells about your business is one you want customers to hear.
In 2025, your reviews are your SEO, your reputation, and your brand’s voice—all in one.
Learn more about managing your reviews with Widewail.