CASE STUDIES
| PRODUCTS | COMPANY | INDUSTRY | PORTFOLIO | LOCATION |
|
Haselwood Auto Group |
Automotive |
8 Rooftops |
Bremerton, WA |
Haselwood Auto Group, a fixture in the Kitsap Peninsula for decades, is known for its customer-first philosophy, strong community ties, and steady growth. Reviews have become a central part of that story.
In the auto industry, reputation isn’t just image. It affects how dealerships show up online in search results, how customers choose where to shop, and even how employees feel about where they work.
“Even when a review is negative, that customer is doing you a favor. There’s an implied trust there, and having a real person absorb that feedback and respond with empathy is something technology can’t replicate right now. A strong reputation matters—for search visibility, for leads and sales, and for team morale. People need to feel proud of where they work, or why show up every day?”
— George Jones, Marketing Director, Haselwood Auto Group
Haselwood first partnered with Widewail in 2022, but later tested another vendor to cut costs. Over time, the change created challenges with review consistency and response management, as some reviews went unanswered for long stretches, billing errors became routine, and accountability was unclear, slowing resolution.
“You can delegate everything except accountability. At the end of the day, I don’t care about credits. I care if my customers are happy and if reviews are answered on time. Before switching back to Widewail, we were losing far more than we were saving.”
—George Jones
In October 2024, Haselwood relaunched Widewail Invite and Engage across all 8 rooftops. The goal was simple: ensure fast and thoughtful responses, build review volume, and restore consistency across the group.
“The number one thing I loved was that it was no longer a canned response. Somebody was actually writing it, and you could feel it. Our customers felt like they were talking to another human, even at our scale.”
—George Jones
That level of personalization mattered to the Haselwood team. With thousands of reviews a month, maintaining a “human connection” would be impossible without the right partner.
For the Haselwood team, evaluating vendors comes down to a four-part rubric: transparency, communication, trust, and the X factor.
“With Widewail, the X factor was the attention to detail across the board, from the speed and quality of responses, to how the dashboard is put together, to the reporting and content they provide for the dealer body at large. That’s what separates them.”
—George Jones
It wasn’t just the technology. It was the combination of people, communication, and industry-specific expertise that made Widewail the right fit.
“Before Widewail, there was always this feeling of a lack of ownership. We were talking to a middleman, and the answer we got back was never one of ownership. Now, when we have a request, we hear back within 24 hours. Even if an issue isn’t solved right away, we know it’s being addressed. That kind of communication means the world to us.”
—George Jones
Haselwood even built its own internal market index after seeing Widewail’s Automotive Reputation Index.
“We actually replicated one of your studies. We wouldn’t necessarily have thought to do that, but it gave us a competitive baseline for our market that was really valuable.”
—George Jones
This kind of thought leadership reinforced Widewail’s role as more than a vendor. It positioned the team as a true partner in Haselwood’s success.
Oct 11, 2024 – Jan 11, 2025 (90 days)
Oct 11, 2024 – Jan 11, 2025 (90 days)
“Turning Widewail back on wasn’t like flipping a light switch. There was a lot of revamping. But by the third month, everything clicked. Our review volume surged, negatives dropped, and we finally saw the fruits of all that effort pay off. Lead volume went up, and Widewail absolutely played a role in that.”
—George Jones
For Haselwood, Widewail’s value is measured not just in review counts but in how it reinforces business outcomes. More reviews strengthen SEO and map pack placement, while negative feedback is handled quickly and professionally to protect the dealership’s reputation. Across every rooftop, the customer-first culture stays consistent.
“Widewail feels like an extension of our team. They free us up to focus on the customer in-store, while making sure our online presence reflects the real experience.”
—George Jones
While the auto industry faces uncertainty (tariffs, shifting EV incentives, and consumer hesitation), reputation remains a controllable advantage.
“There are things you can’t control. But you can control your reputation. That’s where Widewail comes in.”
—George Jones
With Widewail in place, Haselwood has turned review management from a fragmented, reactive process into a consistent, scalable system that protects the brand and fuels growth.
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