Reputation Management Using DealerRater

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Comment by Robert E. Krasow on April 29, 2009 at 5:43pm

Anyone can come up with a brilliant idea. It's the execution and know-how that make any idea fly. This team is brilliant. Chip, Matt, Heather, Johnny and the rest of the crew make Dealerrater.com what it is. BRILLIANT! I am excited and feel privileged to be associated with my colleagues/friends at dealerrater.com. Keep up the good work. In the automotive world you guys are Web 2.0.!

R

Comment by Stan Sher on April 22, 2009 at 11:25am

These are only some of the best people that I ever met. I am lucky and proud to have them as my friends.

Comment by Amy Rothenberger on April 22, 2009 at 10:24am

Chip, and Matt and the entire team at DealerRater.com are wonderful! Thanks for the great product and the new "Share on Facebook" solution. We absolutely love it, and so do our customers! #1 Nissan Dealer - DealerRater.com Nissan of Elk Grove!!

Comment by Ron Jackson on February 26, 2009 at 8:08pm

they are always open to new ideas and suggestions. I recently asked for the option to print individual reviews and Chip had I done within a few days. Fast work!

Comment by Ron Jackson on February 26, 2009 at 8:08pm

they are always open to new ideas and suggestions. I recently asked for the option to print individual reviews and Chip had I done within a few days. Fast work!

Comment by Peter Klein on February 26, 2009 at 7:43pm

Just wanted to thank Matt, Johnny and everyone else at DealerRater for all of their help. We are a customer-oriented store and have found DealerRater a great tool to let people know what we're all about.

Comment by Ryan Bolz on February 20, 2009 at 3:14pm

I'd like to hear some thoughts on identifying customers that post reviews on DealerRater... Most every deal worked, whether it falls through or turns a sale will be entered in to the CRM. With a little bit of info, we can pull contact details, who worked a deal, notes on what happened, etc. More often than not, not enough identifying information is provided in a customer review and the customer may not always respond to your private messages. How can you reconcile that customer's experience if you cannot even pull their basic file? Do you just move on, post a public response and be done with it? Or is there an alternative?

One example we have is a customer who posted a negative review because a referral check was promised and they never received it. What happened in actuality was the sales member and sales manager they worked with left the dealership and never told anyone about the referral request. The reviewer posted a negative review, but never replied to my inquiries and did not reveal enough identifying information for me to pull their file. We were more than happy to shoot them a check if we had an email address or last name to work with.

Maybe it is just me, but I'm left unsatisfied knowing that there is something we CAN do but are roadblocked at pushing through because the customer did not reply to private messages. How are we sure the notification even made it to their inbox?

Thoughts?

Comment by Ryan Bolz on February 19, 2009 at 2:50pm

Ralph, in addition to positive reviews, I also follow up with my responses to negative reviews publicly where available. Say for instance a customer has a complaint about when a price should have been disclosed, and you decide that all your sales staff need additional training on your pricing policy, whatever it may be. If I tell this customer publicly on DealerRater that we are going to schedule training, once that training is complete, I post a second public message announcing that this training has been implemented. This is done for any change or improvement, and shows to those that read the reviews in passing that we really are on top of things!

Comment by Ralph Paglia on February 19, 2009 at 2:08pm

I really like Ryan Bolz's comments about responding to positive reviews... I hate to admit that the thought had never occurred to me before, but it seems that even a simple thank you if the consumer has posted a compliment would be appropriate.

Tim Martell hits a bulls eye from 300 yards with his comment regarding engaging customers, rather than telling them something... Any marketing tool that allows, encourages and provides an engagement channel between dealers and customers has more value than one that does not. In fact, if you look at this ADM Professional Community web site, it is all about engagement and information exchange. I am working on using a similar platform to create "Online Communities" for dealers who meet the criteria that seems to be required to make something like a web based community of dealership employees, suppliers and customers catch on and take off under its own power. I also believe that the very same type of dealerships that benefit most from their DealerRater.com Certification, are the ones that would get the best value from an online community website.

Comment by Ryan Bolz on February 19, 2009 at 2:01pm

I've had some hints at the direction being taken, but nothing substantial. And its alright... I'm just barely old enough to know a GI Joe quote when I hear it. ;-)

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