1,000 dealers share their thoughts about chat, text and messaging in general...and how these communications pay off. SEE HOW
Keeping the lawyers at bay used to be a whole lot easier for dealerships. Unfortunately, new technology brings new challenges. A recent high-profile lawsuit involves a large dealer group named in a class-action lawsuit for allegedly failing to honor a text message opt-out request. The suit, launched by a former employee, is seeking damages of at least $500 for each violation. While this may seem like yet another frivolous lawsuit by a disgruntled former employee, the potential for liability to this dealer group is substantial. Several recent text message cases have resulted in multi-million dollar settlements. For instance:
Twentieth Century Fox - $16 million class-action settlement ($200/ phone number)
Simon & Schuster - $10 million class-action settlement ($175/ phone number)
Timberland Company - $7 million class-action settlement ($150/ phone number)
Text (SMS) marketing is subject to a number of federal and state restrictions and the rules are extremely confusing. These regulations can be much more difficult to deal with than telemarketing or email regulations - primarily because many consumers are charged for text messages and the government feels that they should be afforded additional protection against unwanted solicitations. In many cases, the consumer must opt-in (give express permission) before you can legally send them a text message, even if you have an existing relationship with them.
Here are some things you should know before launching a text marketing campaign:
Confused yet? Here are some suggestions to help protect yourself against legal challenges:
Consult your company-specific DNC list before sending a text message.
Consult the national DNC list and consider whether your messages are based on an "established business relationship," which may provide an exception from the national DNC compliance.
Determine whether your delivery meets the CAN-SPAM Act’s "email" definition, and if so, whether you have complied with the CAN-SPAM disclosure and opt-out requirements.
Put a process in place to ensure that all opt-out requests are honored quickly and permanently.
Develop an employee policy regarding text messaging and educate your staff on proper procedures.
Appoint an in-house compliance coordinator to monitor text messaging by both employees and vendors.
Consider instituting a policy of ALWAYS obtaining recipients’ express prior authorization before sending text messages, regardless of the circumstances or method of delivery.
Always consult knowledgeable legal counsel before launching a text marketing campaign.
If you use an outside vendor to administer your text marketing campaigns, NEVER assume that they know all the rules and regulations - run it by your legal team first. If you’re writing the check, you’re responsible.
I know - it’s mind-boggling how difficult it can be to deal with these regulations. But just remember - it only takes one consumer (or one employee) to get the legal ball rolling, and it’s certainly not difficult to find a lawyer who’s ready, willing, and able to sue a car dealer.