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Beth Latta

Beth Latta Sr. Product Marketing Manager

Exclusive Blog Posts

Your Car Repair Shop Should Appeal To Parents Whether It is At a Dealership or Privately Owned

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Auto/Mate Names Patrick Reilly as New Head of Marketing

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ALBANY, NY, UNITED STATES, December 5, 2016 /EINPresswire.com/ -- Auto/Mate Dealership Systems announced today that Patrick Reilly has joined its team …

Anyone can be a Bi-Lingual Salesman now

Anyone can be a Bi-Lingual Salesman now

I came across an article today on a piece of new technology developed by Waverly Labs.  It is an earpiece that translates between languages.  My …

Tips For Your Car Dealership Website

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Dealership Reputation Management Review Order

Join the “Dealership Reputation Management Review Order”

By Beth Latta, ADP/Cobalt Product Marketing Manager

Is your dealership’s reputation bursting into flames?  Learn how to protect it a la “Order of the Phoenix.”  Let’s face it, we all want to have a one thousand year life span and be continuously resurrected for future successes.  But our dealership's reputations are far more fragile and can be heavily impacted in the near and long term; thanks to the Internet.  So on that note, let’s get started on our first defense lesson.

Avoiding pitfalls of the dark arts starts with getting in the know; it’s time to get educated and versed in the right ways to manage your dealership reputation and reviews.   Step one in dispelling dark art tactics: get out your magic wand, point it at the culprit and shout “Expelliarmus.”

Don’t fret if you left your wizarding cloak and wand in your tween’s closet; your dealership can still be the top “consumer brand” everyone’s raving about and trusts.  A great dealership reputation takes commitment to a long term dealership reputation management strategy, consistent in-store dealership review processes, and steady generation and management of real reviews from legitimate customers. 

You can get started by asking some key questions of your Reputation Manager (whether a trusted third-party partner or an in-house staff member) to determine their expertise in the realm of reputation management and reviews.

Five Key Dealer Review Questions for Your Reputation Manager:

  1. How do you help our dealership implement an in-store process to get customers to give us reviews?
  1. How do you help me stay informed and engaged in tracking what is said about our dealership and staff online?
  1. How do you help me leverage my positive reviews and mitigate my negative ones for best impact to current and future shoppers?
  1. How do you help my dealership rank high in the search engines for business listing and popular review sites, such as, Google, Yelp and Yahoo?
  1. How do you help the dealership build a long term strategy around managing our online reputation?

So here is your homework: go and ask these questions of your Reputation Manager, collect the answers, and respond in the comments sections below. You’ll probably receive a wide array of answers and sometimes it can be difficult to determine what’s right and what’s wrong.  Have no fear though; I’ve got the teacher’s edition with the answers.  After you turn in your assignment, we’ll cover the answers in the next installment. 

Mark Dubis
Beth Good information for dealers, as reputation is becoming more of a factor for auto shoppers. Carfolks.com provides many of the solutions to the items you list above. With our free pages for every car sales person to build their brand it helps build their virtual brag book. We also offer dealers validated reviews to obtain more review from their customers. Mark Dubis carfolks.com
Ryan Leslie
Beth, I appreciate your witty writing style. I have a quick clarification question for you. When you say "in-store review process" are you talking about a sales process that introduces prospects to your reviews and asks happy customers to write a review at their convenience, or are you talking about a process to request that the customer write a review before they take delivery and/or leave the dealership? Your key questions are great, but how a "reputation management" company or service defines the term "in-store review process" is to me the best litmus test of their true understanding of promoting a dealer's reputation to a consumer. Thanks, Ryan
Beth Latta
Hi Ryan, Thanks for the comment and your request for clarification is indeed a good one. I am talking about implementing a process in the dealership so the staff is heavily involved in the "ask" and materials in store are promoting the dealership's commitment to their customers and their reputation online. I do have strong opinions on the latter but that would make for a long reply. I'd love to chat more about that sometime. Does that answer your question?
Ryan Leslie
It does and Thank You. I thought that was your position but I wanted to make sure. I would absolutely like to chat with you more about this. I hope that last part wasn't worded too strongly. Mike Blumenthal's recent comments on the subject really solidified my belief that just because you can doesn't mean you should when it comes to in-store collection of reviews. There is really a lot to consider before you take that road and it often doesn't align well with the consumer's interests. Looking forward to your next installment!
Chris Costner
This topic is HUGE and only getting bigger. It's amazing that a prospective purchaser no longer needs to have any contact with a dealership to make a decision do either take the next step or move over to someone else. This review is great Beth and I believe it will definitely help many more dealers get a more clear perspective on what "reputation management" really is and control over their efforts.

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