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Managers, Are You Leading or Just Passing Through? Every dealership I have visited lately has the phone calls tracked or not, going to the switchboard or BDC. Then they round robin to sales staff if the ISM is busy "We know that never happens;" The problem...

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About Kim Clouse About Kim Clouse Kim Clouse has been involved with automotive internet sales and process for over 20 years. He was a charter member of the AAISP while it existed and winner of the Lemons to Lemonade Award...

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About Kim Clouse About Kim Clouse Kim Clouse has been involved with automotive internet sales and process for over 20 years. He was a charter member of the AAISP while it existed and winner of the Lemons to Lemonade Award...

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Can You Define Car Dealer Reputation Management? I would like to go on record and say that the term Reputation Management for Automotive is a misnomer. Vendors can only  teach Car Dealers to discover, report, and maintain their hard earned reputation...

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Car Dealer Reviews and Proactive Automotive Reputation Maintenance

Posted by Kim Clouse | Posted in Dealer Report Cards, Helping Car Dealers and The Auto Industry, I Love Sales, Reputation Maintenance | Posted on 06-09-2016

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Shouldn’t Your Online Reputation Be Accurate?

For the last decade, I have watched all of the industry blogs, trade magazines and networks describing the best way to manage your reputation. If you Google car dealer reputation management the results are staggering. Pages and pages of different opinions on the appropriate way to make sure all of your good reviews show up. Then, there are the manipulation tricks to cherry pick and post only good reviews and appear in the top spots on search engines.

Uhmm, excuse me, but do we as automotive professionals  actually think that our prospective customers and previous customers are gullible enough to think we are telling the whole story? Especially if they have had problems at a particular car dealership and all that is available is customer testimonials explaining how great that car dealership is; I certainly hope not. Customers and prospects are much more comfortable seeing the bad along with the good and they also want to see what the dealer or the sales person did to fix it the issue.  That is one of the many areas addressed directly by Dealer Report Cards

If your reputation is not important to you and you do not care about customers and prospects, then you need to leave the car business. You are part of the problem that makes us less popular than visiting the dentist. The professionals at automotive dealerships on the pavement and in the service and parts departments deserve to be recognized for their hard work.

They have thick skin and are not afraid to address their mistakes then take the proper steps to correct them. They would rather have the whole story displayed and yes, the customers that are just taking advantage of them need to be exposed as well. We all know they exist and can seriously damage an individual as well as a dealer’s reputation. Wouldn’t it be nice to have someone yell foul on those individuals? Dealer Report Cards will do that too.

The main reason I started this crusade and made the decision to get involved with Dealer Report Cards is because everybody screams ” help the dealers” and we should. But more importantly, does it makes more sense to provide online tools for these professionals so it’s easier for customers to find them? Without employees and customers car dealers will not exist.

I have firsthand experience with being reviewed by an angry customer and after the dust settled it was funny how I got excellent marks in every category on Toyota’s survey. But for years my customers’ negative review, where he called me a liar, is still coming up in various web searches fed by the posting on Dealer Rater. When I requested they remove my name from the title and leave the review as it stood I was told they would check into it. I’m not sure and do not care if they ever did.

Dealer Report Cards assists auto retail professionals, the customers and the dealer by letting the truth shine through. We will do our very best to give you the tools you need to show your good reputation and  automate your social media marketing efforts while allowing you to react with your various streams like you should. We have other features and functionality that you will learn about as we go, but pitching dealers’ snake oil is not part of the plan.

Kim Clouse
Dealer Report Cards.com

Dealer Report Cards Car Dealer Reviews FAQ

Posted by Kim Clouse | Posted in Dealer Report Cards, Reputation Maintenance | Posted on 12-06-2016

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  • What are the benefits of having a page on Dealer Report Cards?
    A. Car shoppers are going online to find not only pricing information on vehicles but also to locate dealerships who have a good reputation in the market.
    B. Dealer Report Cards helps you get visibility on the web by having a robust profile with good information.
    C. You will attract buyers in the market looking for a true professional to work with on their vehicle transaction.
    D. Consumers will be able to check your grade on Dealer Report Cards, and make a decision on who they want to buy from.
    E. We help promote individuals as well as dealers and we do not leak your customers to your competition like other solutions.

 

  • How does an auto shopper find my page?
    By zip code or they can also put your dealership name in to search. Your Dealer Report Cards grade can be viewed by consumers as well.

 

  • Do you put dealer or manufacturer logos on the pages?
    Yes, we do it for you with links for better branding.

 

  • When a consumer searches for a sales person how are the results ranked?
    Results are ranked by Dealer Report Cards grade. This gives those with higher grades an advantage, and motivates them to keep up the good work! It also helps those who need a boost to get with the program.

 

  • How does Dealer Report Cards insure that reviews are legitimate?
    We invite only your customers to review you. There are no random posts by
    non-customers.

 

  • What happens to my page if I leave the dealership and go to another dealership?
    The pages of the reviews for individual sales people belong to the dealer.

 

  • Can I embed any videos on my Dealer Report Cards page?

Yes, and change them at will.

 

 

Car Dealer Reviews Must Be Verified

Posted by Kim Clouse | Posted in Dealer Process, Dealer Report Cards, Helping Car Dealers and The Auto Industry, Reputation Maintenance | Posted on 26-11-2015

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I found this article very interesting. If you are a car dealer you should read the whole thing in the link below. Oh, and you reputation management consultants read this too because your days are numbered. The term Reputation Management is a misnomer. I know, I have used it too but now I have decided it should be changed.
Who can predict how any employee will feel or act toward a dealers automotive customers on any given day? Reputation Maintenance is more accurate don’t you think? I also think Car Dealer Reviews should be from verified customers instead of disgruntled employees, cheating BDC reps, competition down the street or those who created a bad situation for themselves and want to blame everyone else. http://dealerreportcards.com version 2.0 is complete
and is flawless so far. Email Kim for more info –  kim@dealerdimensions.com
http://www.webpronews.com/just-how-bad-is-yelps-fake-review-problem-2014-01

Car Dealers Need To Think About Their Review Process

Posted by Kim Clouse | Posted in Dealer Report Cards | Posted on 04-05-2012

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Dealer Report Cards is not your everyday rating and review platform for car dealers. When Dealer Dimensions set out to design and build a solution that enabled car dealers to evaluate customer issues and respond accordingly, we decided to start with the one thing that all dealers needed to know about, their true customers experience. We understand that prospects are customers too, but CSI for most manufacturers of automobiles, is dependent on how an individual or business felt their experience was up to and at the time of purchase. After that purchase, the future service experience needs to be understood as well, and this is where Dealer Report Cards differs from all other reputation management solutions.

The fact that we focus daily on deals that are closed in finance and RO’s that have been closed in service allows us to cross reference all relative customer and employee data to automate the review process. There are companies who provide dealers with templates to send to customers and they work well but automation and a controlled posting environment yield better results. If you can control where reviews are posted and make that data cache above all other search results for “Dealer Name/Reviews”,  you are much better off. Here is an example.  If you don’t think so, go to all of your current review sites and see for yourself. With one or two exceptions, every single rating and review site that is viewed by your prospects has a complete listing of all your local competition, complete with links to their websites. It is like owning the billboard on your property and asking your local competition to put their ad there. Why would any dealer or group allow links on their websites that enable the customers they are paying to attract to go directly to any of their competition?  This alone proves how important reviews have become in todays automotive environment. Car dealers have been duped into thinking their reputation can be managed in this way.  Small problems that used to get swept under the rug have become paramount to determining monthly CSI and reputation because everyone is carrying the internet around in their pocket. Why not use it to your advantage?

Another thing, if you were the customer how likely are you to create a username and password and sign up for a service to review your store? I promise, when the OEM review gets there they may not bother with it even if they love you. We all know what happens when we only get four or five responses for a reporting period and two of them suck. On the other hand, if their experience was marginal they will get right to it. Wouldn’t you rather be pro-active and handle the issue before that happens? You need Dealer Report Cards   

There are no extra usernames, passwords or sites for the customer to sign in to and create an account just to tell the dealer they had a good experience or a problem. They get an e-mail, click on their answers to five questions and click submit. Then dealers get the results with the ability to respond and ask for a review update.

So, a review webpage for every employee who interacts with your customers, SEO, video, reporting and notification or, your competitors ads?

Sell well and be professional.

Kim Clouse CEO – Dealer Dimensions

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