nd Brian stating that they have resolved their issues and they have come to some terms that would allow them to monetize both of their events with a better R.O.I. for them and their participants!
After all, what are friends for!…
act, the issues around REPUTATION MANIPULATION will become so pronounced that many of our dealerships with great reviews will have those reviews questioned... All the more reason to invite criticism and reviews that are customer concern issues, which we resolve in public. These will validate all our good reviews!…
believe that if we gave the same effort to resolving the upset customers we could change the perception nationwide. We are in the best industry in the world, we do devote tons of resources to reputation management. The reality is that it starts with the cultures in the individual stores to make a difference. …
pany's web site. After all, despite your negative attitude towards me and my work with Outsell, I still respect your company, the products they supply and the fact that you and your team resolved a very serious data security issue for me with prompt action, full disclosure and a commendable approach to business ethics.…
an outside service to gather and post, was not related to the changes (I am not promoting the use of an outside service at all, and know that you do not either from our conversations). Keep up the good work and hopefully your issues surrounding the GMC store separating from the Honda store's Places Page (clustering) will resolve itself soon.…
no "Raving Fans" on the subject. The more I read the more I feel they believe there are no issues. This forum that was started is relevant due to its complexity and long reaching effects on the dealers and their personnel. I have made it a point that there is a compliance issue and that it needs to be resolved. The only transparency we're getting at this point is a lot of "Hog Wash!" I'm waiting for the fallout and I'm sure it's coming.…
coworkers see VIN as an erstwhile competitor (go figure?). However, my friend Jim Ziegler receives advertising dollars from VIN as a sponsor of the Internet Battle Plan training seminars that I speak at and use as a means of attracting dealer clients... With all that said, it is pretty clear that i do not have "skin in the game" as you describe it... Although, about 6 years ago Sean Stapleton did offer me a job :-). Anyways, there has NEVER been a check issued by VinSolutions made payable to "Ralph Paglia" (hint, hint, Christmas is just around the corner).
So, say what you will about VinSolutions and AutoTrader, I am not on their payroll, never have been and my opinions are my own and not those of a PR agency or any of the people I know at VinSolutions, who I have found to be decent hard working human beings, much like most of the people in the car business.
One more thing, in the interest of full disclosure... In the early days of the ADM Professional Community we had problems with multiple domains resolving correctly for this website. Matt Watson wrote some code for me to use as a means of stabilizing the ADM Community site's domain resolve function, which worked exactly as we needed it to work. Matt did not receive any payment, nor did he ask for any, either in the form of endorsement or money... HARDLY the act of generosity one would expect from an "ego-centric asshole"! So, we are all entitled to our own opinion, and ADM is designed to be a place to express those opinions. In my opinion, VinSolutions has a leadership team that does a very impressive job of delivering valuable products and services to their intended customer segment, car dealers.…
earch, Edmunds, etc.
Keep in mind that even DealerRater Certified Dealers have two weeks to "resolve" complaints from consumers. This resolution never is transparent to the public if it is resolved before the holding period expires.
Those dealers that don't pay the fee to be "certified" have immediate posting of negative reviews. To the consumer, they are unaware that certified dealers have a grace period.
In the end, dealers need a strategy. Dealers need marketing partners that keep them advised on market changes and they need innovative solutions to those changes.
My posts have been a great wake-up call for some and a cause for varied opinion. That's what makes ADM a great community.
Dealers who want to lock in their market for PCG Digital Marketing strategies, just need to call. We only work for one OEM brand per market, so snooze you lose!
Brian Pasch, CEO
PCG DIgital Marketing
issues that can hurt them. Firstly, they can be completely dishonest and try to run false review campaigns. Secondly, they will try to remove every negative review, which would put them in a bad light with the site/vendor (i.e. DealerRater) as much as with the public. Thirdly, they might actually discourage honest reviewing from the customer, so therefore nobody on the sales force is trying to solicit honest feedback. Without that, the business is losing access to a credible driver of change.
2) It is not about the number of stars, but how the business responds. Absolutely. When I ran a dealer e-commerce/BDC, I personally wrote every public DealerRater response, and we were lucky to have a Customer Relations Manager who handled resolving the issues. We were office neighbors so we could respond quickly, pull the data from the CRM or DMS on every deal (if the reviewer was so inclined to give us their details privately), and we closed every negative review with more feedback (such as: "We did not hear back from the customer with more information, but we are committed to resolving every complaint in a fair manner".) or we used it as an opportunity to leave a little education behind (such as "The customer felt that we did not explain the difference between a "no money down" lease and a lease where the customer did not need to lay out any upfront funds...") That way, the customer's perception can be balanced with a measured dealer response - always two sides to any story, right?
Kurt W Hoppe II
Technology Performance Consultant
www.DonGraffAutomotive.com / www.DonGraffMarketing.com…
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