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Business Rater

Reputation Management resources, tools, best practices and examples focused on utilizing BusinessRater.com for the benefit of car dealerships.

Website: http://BusinessRater.com
Location: San Diego, CA
Members: 110
Latest ADM Activity: Jan 21

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Comment by Aj Maida on March 28, 2012 at 5:02pm

OH yeah...I forgot this: http://www.papasdodge.com/rateus.htm

Comment by Aj Maida on March 28, 2012 at 5:00pm

Criss, I too read and re read my review responses...opps I mean my owner does...since he signs them all???...we are using Dominions Prime product so we get alerts whenever and where ever we get a review. It's just easier on me then Google alerts. 

Manny, I agree you need to agregate your reviews across multiple sites. We have a page on our website plus a website that sends people to multiple sites depending on what "weight" I place on them. We give the people the option of Google, yelp, Yahoo, Dealer-rater, and Super Pages or "let Us Pick"m which is our distribution page. Just one little piece of advice here; when sending people to Google use the mobile URL; they don't have to sign in with a Google account.

Comment by Criss Castle on March 28, 2012 at 2:27pm

AJ, That's awesome! And it's alot of work, too. Plus, everyone is going to see the responses forever!

The role of the "Webutation Manager" is vital and it should be someone who has excellent written communication skills.

I have seen some dealers call the customer out and tell them off and realize the DP must not look at this stuff. I read and re-read my replies to make sure they make sense and are not condescending and are positive statements as we are representing the dealership now and in the future, even if we are not there any more, our words are still online.

One thing I have done in DealerRater is add the dealer principal and any partners to the employee list of everyone who receives the reviews when they come in. All sales team members are set up to receive all reviews. However, the dealer principal is not listed as a person to select for review, but this person should see all of the reviews. It allows them to compliment the team in passing or in meetings and it allows him to address process issues that may not have been seen from the customer's perspective. I don't believe in offering any incentives to the customers or to the sales team, as the reviews should be true and honest and it is part of the sales team's job to ask for the review. Those who have the highest reviews always benefit the most.

To everyone, who is the "Webutation Manager" at your dealership?

Comment by Keith Shetterly on March 28, 2012 at 2:26pm

Anybody putting all their reputation eggs in one basket is just doing it wrong. As far as reputation goes.  Texas Direct Auto, for example, cares about their eBay reputation (it makes them about $500million a year) and not much about else.  Success sometimes breeds inattention to the essentials...

Comment by Stan Sher on March 28, 2012 at 2:14pm
@Criss but this should be the dity and responsibility of the dealership's social media or marketing manager.
Comment by Aj Maida on March 28, 2012 at 2:07pm

Criss, I love the term "Webutation manager". Now I have a name for another of my 100 jobs!!!! What you are saying rings so very true. I used to just "set it and forget it" when it came to reviews. Hence didn't have many. Half of what we had were not very good and worse they went unanswered, making us look like we didn't care (we do). In the last 4 months since I have been proactive with a hands on approach by myself and another manager we have gone from about 20 reviews to over 160 and ratings of 4+ stars. As it says on the Home page of our website..."Not Perfect, But better then the other guys."

Comment by Criss Castle on March 28, 2012 at 2:04pm

@Stan, I agree, but assigning a Webutation Manager will put a process in place to address the negative reviews. Otherwise, they just hang out there one sided.

Comment by Criss Castle on March 28, 2012 at 2:00pm

Most dealers don't have time to look at every single review site out there, so they focus on one. Without naming any dealers in particular, I have been extremely surprised at how a dealer could be so awesome and well known for a particular topic such as #1 Brand dealer in a region or in the country and look them up only to find horrible reviews. Those dealers have focused on a particular area and have achieved what no other dealers have, but they may have fallen behind on paying attention to the details while they were busy selling cars that the other dealers lost out on. ; )

Playing Devil's advocate here, "That doesn't seem to be hurting their sales!"

But, it certainly could be. I haven't seen one technology company that covers ALL bases when it comes to reputation management. I strongly suggest the dealer invest in the tools to help the store, but that there always needs to be someone overseeing their "Webutation." Coining this person the "Webutation Manager." Business Rater, Dealer Rater, etc..all of them, very, very good, but not perfect without the oversight of a human. If any one here believes technology is perfect, keep in mind that it's created by imperfect beings.

To get started, a dealer should decide which webutation factor affects them most and start there. Address the negative reviews and work toward healthy reviews. As each spot gets under the umbrella of manageable, add another to tackle. It's not a 6 month project, it's now a forever project. Hire or assign a "Webutation Manager."

Comment by Keith Shetterly on March 28, 2012 at 1:45pm

The customer-facing reviews on Google are 2.5 stars, on Yelp 2 stars, on Insider Pages 3 stars, and on Citysearch 3.5.  In other words, Paragon of Queens' online reputation, by nearly everyone who posts here and elsewhere, is in need of attention to more of the positive experiences they surely render.

Their Business Rater site did not appear in a search of "Queens", but it did come up in Page 1 SERP (though below the fold) using their actual town "Woodside".  I was confused that "stars" were showing on SERP page list from Yelp, Citysearch, etc. but not BusinessRater? Clicking on the BR link took me to a page with 199 reviews at 5 stars.

Anyway, my point would not be that the dealership is awful by any stretch.  I'd just say that some stronger efforts need to be made for the other rating sites (especially Google) that populate the SERP1 "paragon honda woodside" and likely "paragon honda queens".

Comment by Stan Sher on March 28, 2012 at 1:29pm
Manny, in the defense of Brian Benstock and in all reality when your Honda store pushes out 700 units per month new and used you will have some angry customers. Look I know people that bought cars and had amazing experiences and I know people that did not have an amazing experience at all. One thing for sure is that they are a well oiled machine. You need to see this operation for yourself. They are as sharp as can be. Understand we are in the car business and we have all been plagued by a bad review here and there. You are looking at 2 reviews out of the hundreds or maybe thousands that they have.
 

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