ADM serves Car Dealers, Automotive Marketing Pros and Internet Sales Managers
The Opinions in this blog are mine alone and not the opinions of who I work for… In case that isn’t clearclick here.
People always ask me what does it take to be successful in Online Reputation Management? Or what are some basics I need to do to manage what my customers say about me? My answers at times have been very long winded. I would answer with the most in depth multi-tiered holistic approach, describing the psychology of today’s shopper and how you need to interact and engage with the most important online review sites. If you ask me my answers were good,but for some they were to advanced.(slight sarcasm)
I have decided to share the two most critical things you need to do in order to succeed in reputation management in today’s climate.
Critical Item #1
Don’t be a D*CK-now this is more of “not doing something” but if you are like me when I need to bite my tongue and not say something I want to say, yup that’s hard work. You also would think that I wouldn’t have to say such a simple thing. Sadly I do, here are three examples of businesses that were d*cks. Turns out if you are a d*ck this can affect your reputation, IRL, and online.
Examples Feel Free to check the links:
$1495 for $8 door guards:Now most of the time I would attach a link to the article about this onJalopnik, but because of requests by the powers that be I will just let you google the story for yourself. Gary Vaynerchuk said it best when he stated, if something is right for your business but wrong for your customers it is wrong for your business.
Don’t Have Your Customer Arrested: This is a great example where your failure to own and manage in store processes is your problem don’t make it your customer’s problem.
Busted For Burnouts: You always represent you brand even if you don’t think you are… So don’t destroy a customers car in service and try to bill the Manufacturer and the customer
Do I need to tell you what happened to their Google+Local, Yelp, and Facebook pages? I didn’t think so!
Critical Item #2
Care! No vendor can get you reviews for your business, your customer service gets you reviews, so give a great Consumer Experience! I know what you are thinking: Wait Micah, you are telling us to treat people right, be upfront and honest with our customers and run a business filled with integrity? Um yes, I have worked with and in some amazing stores, those that don’t care will go away and thank god those "expletives" will be gone… You want real world examples?
Check out Shaker Family Ford-Focusing on what is needed in the community
Check Out Mark Christopher Chevrolet-Helping to keep kids in school and perfect attendance
Check Out Walser Automotive Group-If there is a need they are there
These are dealers that get involved to make a difference and own customer service in their stores.
For a different perspective on Reputation Management Click Here
To See my opinion on what makes a good review Click Here
If you are on twitter and want to know why you shouldn’t follow me Click Here
Stay tuned for more blogs, videos and examples of what you need to do to OWN Reputation Management.
Please feel free to share!