Featured Posts

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...

Read more

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...

Read more

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...

Read more

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...

Read more

Can You Define Car Dealer Reputation Management?

Posted by Kim Clouse | Posted in Dealer Process, Reputation Maintenance | Posted on 05-09-2016

Tags: , , , , , , , ,

1

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 by allowing the customers who spend money with them to be invited to post a review. If there is a problem, everyone is alerted and it either gets fixed or explained, not deleted and covered up. It is called “Honest Exchange”(c) Dealer Report Cards was the first and only company so far to do this. Disgruntled employees, competition down the street, unfair customers who take advantage, folks who have had hard times and could not get financed, only need login to Google, Yelp, Dealer Rater or one of the hundreds of accounts online. All of these go directly to Facebook to take advantage of this new way to pass what used to be “word of mouth” along too.

I fell into this advertising funnel while trying to get auto dealers to pay attention to www.dealerreportcards.com  even while realizing it was impossible for every employee who interacts with a customer to have a good day every day. And we all know the inherent problems of customer frustration when they were unable to purchase. What about the lifetime extended warranty they bought from their local XYZ motors? Which repair shop is on the contract? Better yet,  which one are they using this month? What about the unjust maintenance schedules? Can’t blame them for finding a place to tell their friends and neighbors to beware of that kind of scam.

We must have been doing something right though because it is public knowledge now that Cars.com took this video that I sent to Ralph Ebersole in 2010 and duplicated my Talking Cars to speak about their review process in an ad titled  Cars.com Talking Cars Gas Super Bowl XLV Commercial Ad 2011 . They even had the decency to send their little talking cars much like “Hot Wheels” to my home address. I still have them in the box if anyone is interested.
Yes, they are pirates!
They gave up on that platform after all these years and acquired Dealer Rater. Have a look at their site now compared to a year ago. When I asked one of their sales reps how long they had been creating independent sales staff pages, he replied,  “about a year now”. Looks familiar, doesn’t it?

Crazy thing is that General Motors has recently adopted the exact same process without a posting site through one of their gazillion third party companies. Funny, Maritz called me a few years ago about this program before I was back at a GM store then after a meeting one of them visited the store to just watch Dealer Report Cards work one day. Funny, they now have a RepMan score so associates can get paid for asking for a review. Pardon me, “Can you give me your e-mail so I can send you a review? Make sure it is perfect in every way please, don’t let them know how terrible we really were! Really?
When I asked GM to be included in the mandatory reputation management program for dealers as a vendor 3 years ago, they declined.

I would like for anyone to tell me what their idea of the definition of Reputation Management is right here, anytime.
It has been a way to get dealers to spend money with no real record of who or why the review was placed.

I may take some shit for this but at age 57 and witnessing the fleecing of automotive and seeing ideas like Dealer Report Cards and tons of others from great minds in automotive be stolen, I don’t really care.

Snake Oil -Beware!

Dealers, wake up!

Kim Clouse

 

 

 

 

 

Dealer Report Cards Car Dealer Reviews FAQ

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

Tags: , , , , , , , , , ,

0

  • 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

Tags: , , , , , ,

0

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

Tags: , , , , , , , ,

0

 

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

© 2010-2017 Kim Clouse, i Auto Consultants - Dealer Dimensions All Rights Reserved -- Copyright notice by BLOGFORM