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Reputation Management: What Do You Expect From Your Service Provider?

What Does Your Dealership Expect From Your Reputation Management Service Provider?

Ryan Kenny, Automotive Reputation Management Specialist by Ryan Kenny, Automotive Reputation Management Specialist

Excellent Good Bad Dealership ReviewsThere is a common misconception about the field of Reputation Management and companies that offer this product or solution.

Many business owners mistakenly believe that hiring a Reputation vendor will erase months, in some cases even years worth of unflattering reviews from 3rd party review sites without much in-store effort.

The truth is, anyone who tells you they can remove negative reviews and flood your 3rd party listings with 5 star reviews is either lying or potentially committing illegal and deceptive acts, which will eventually come back to haunt your business. Great reviews must be earned through implementing customer-centric business practices and training your staff on the importance of providing excellent service.

Many dealers find themselves unprepared when they discover they have negative reviews online and seek out the help of people, like me, to come in and “fix” their online reputation.

As a Reputation Management Specialist, the hardest part of my job is helping dealerships understand that removing negative reviews (if I had the ability to do so) does not solve the underlying issue that’s causing the negative reputation in the first place. 

Your dealership’s reputation and online perception is a product of your company’s culture and the business processes you currently subscribe to. While it’s true that not every review accurately represents the true circumstances that took place, your overall online reputation usually reflects how your store is performing, at least in the eyes of your customers.

Many reviewers go to great lengths to write long, detailed accounts of their experience at your dealership with their emotions and expletives firing in every direction. Instinctively, we become defensive and want to fire back. Part of my job is to help illustrate some of the valid points made by customers, especially if there are recurring complaints clearly not being addressed in store. The same way that our bodies use pain to tell us something is wrong, online reviews should be used to tell you something isn’t right at your dealership.

It’s important to recognize that the customer took valuable time out of their day to provide you with feedback so that you can improve your business.

Some dealers opt to use a Reputation Management vendor to deal with their online reviews so they can ignore the problem and go back to focusing on selling more cars. Reputation Management is not a turn-key Band Aid that will magically turn your store into a 5 Star dealership. Make no mistake, my company and countless others are more than happy to provide you with ongoing consultation, review monitoring and response coaching.

Yelp Dealership ReviewsBut contrary to popular belief, I don’t have a bat signal or top secret phone line to Yelp and Google to remove those pesky negative reviews on your behalf and neither does anyone else.

 “RepMan” providers truly are excellent tools for assisting in reactive reputation management.

 Anyone who genuinely wants to manage their reputation effectively while being able to take on the daily tasks of selling and servicing cars should utilize a reputation management service provider. But remember they are tools. Without the entire dealership fully engaged on a DAILY basis, your results will remain disappointing. It takes time, effort and determination on your part.

Albert Einstein Definition of InsanityMany dealerships do the same thing over and over again and expect different results when it comes to how they react and treat customer reviews.

Most consumers do not believe that it should take three hours to perform a basic oil/filter service.

If it does at your dealership, don’t be surprised when customers consistently gripe about it. Recurring complaints like these should be a signal that there are bottlenecks that need to be addressed. Sticking your head in the sand and ignoring the voice of your customers will only earn you more bad reviews. Those who are serious about earning a solid online reputation should take full ownership of it, get their entire staff bought in, and use a Reputation Management vendor as a supplemental tool to take your online reputation to the next level. Your store’s reputation starts with you!

Featured eBook: ADM Members Download at No Charge

Automotive Reputation Management eBookThe Street Smart Guide to Automotive Reputation Management

Learn more reputation management myths and insights, as well as some compelling data on the proven impact of reviews in the car-buying process.

Download RepMan eBook

About the Author
Ryan Kenny, Automotive Reputation Management Specialist Ryan Kenny joined Cobalt in the summer of 2012 as a Reputation Management Specialist, bringing with him 15 years of Auto Industry experience working in various capacities at dealerships and automotive vendors. Ryan’s background is utilized on a daily basis as he works to improve the online reputations of his many dealer clients. Ryan holds degrees in both Business Administration and Automotive Marketing. You can reach Ryan at kennyr@cobalt.com..

via Automotive Digital Marketing Professional Community.

The Closed Feedback Loop: Putting The Negative Fires Out

The Closed Feedback Loop: Putting The Negative Fires Out

David Johnson’s video presents several great recommendations on how to turn social media heat into positive customer engagement… Something that many GM’s and GSM’s do on a daily basis in the offline world!

via Automotive Digital Marketing Professional Community.

5 Mistakes You Make When Writing A Blog Post

[Sent from Ralph Paglia’s iPhone]

Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
cell: 505-301-6369
RPaglia http://www.RalphPaglia.com http://ADPdealerservices.com http://ADPsocial.com
http://SocialAutoSales.com
http://ADMPC.com http://LinkedIn.com/in/RPaglia
http://Facebook.com/RPaglia
http://Twitter.com/RalphPaglia
http://YouTube.com/RalphPaglia
http://Slideshare.net/RalphPaglia
http://RalphPaglia.tumblr.com
http://RalphPaglia.typepad.com
http://RalphPaglia.blogspot.com
http://RalphPaglia.livejournal.com
http://naymz.com/Ralph_Paglia
http://myspace.com/RalphPaglia

On Jul 11, 2010, at 3:01 PM, Ralph Paglia <rpaglia> wrote:

5 Mistakes You Make When Writing A Blog Post

Written By Suzannah Freeman in Blogging

man_oops

Blogging is so common these days, everyone seems to want a piece of the action.

The problem is that newbies get the idea this blogging thing is a cinch–that you don’t need any particular skills, structure, or game plan to write for the internet.

It’s true to some extent; you can get your own domain and start up a blog with no experience whatsoever. However, creating a blog that people will want to read, and subscribe to, requires more than that.

There are limitless wrong turns one can make when writing a blog post, but here are 5 common mistakes and how to fix them:

1. You don’t know who your audience is.

Who reads your blog? Can you describe your average audience member? Do you know what they want out of life? Do you know what they’re searching for on your site? If you don’t know your audience, you won’t be focused on writing to meet their needs. And, if your blog doesn’t provide ongoing benefits for your readers, they won’t be around long.

2. You don’t bother to outline.

For all you pantsers out there, even outlining a blog post might go against your natural tendencies. But, I’ve found the best way to keep your article focused is to write the headline and subtitles first. These might change as you write, but they give you a sense of where you need to go. When I get a few great ideas for posts all at once, I write my headlines and tentative points, plus find a suitable photo first, and simply leave the outlines in my WordPress editor for later. Once my posts are outlined, they get written relatively quickly.

3. You skip the introduction and conclusion.

Just like you remember from your high school days, your writing needs an introduction and a conclusion to be effective. For example, my article would appear less-than-professional if I’d begun with my headline, then launched straight into the list, and ended abruptly with the 6th point. Many readers wouldn’t have bothered sticking around to find out what I have to say. Introductions and conclusions don’t have to be long, but you should write them every time.

4. You don’t use an effective photo.laptoppicture

Photos aren’t necessary for good content, but they help visually attract your readers and reinforce your point. A poor or amateurish photo can be just as bad as no photo at all, so if you’re going to choose one, choose wisely.Flickr has a huge directory of Creative Commons photos available for use with only the need to cite the owner. While it can be time consuming searching for photos and uploading them, it’s time well spent.

5. You omit keywords and meta descriptions.

When I first started blogging, I had no idea what the ‘keywords’ and ‘meta description’ boxes in my WordPress editor were for. It was only once I’d been writing for a couple of weeks that I discovered those little boxes were for important for helping people find and read my articles. SEO Logic says on their FAQ page:

Both the meta keywords tag and the meta description tag contribute to your search engine ranking, and the meta description tag influences the liklihood [sic] that a person will actually click on the search engine results page and visit your site.

If you’re not using these tags, you’re missing out on potential readers.

Tips for Writing Better Blog Posts

How can you make your blog posts beneficial, focused, and clear?

  • Define your audience before you launch your blog.
  • Write your headlines first and get in the habit of outlining your posts.literarycat
  • Always write an introduction and conclusion, even if they are short.
  • Choose visually appealing photos that match either the particular post or the overall themes of your blog.
  • Learn to identify keywords and write effective meta descriptions for each post.
  • Don’t try to make too many points in one post. Choose one and focus on it.
  • If you want your blog to be professional (as opposed to a diary-like venture) write your posts the same way you would write an article for a magazine.
  • Solve a reader’s problem or include a benefit in each of your posts.
  • Proofread your posts at least 24 hours after writing them. Fresh eyes catch more mistakes.
  • Ask for reader participation. End your post with questions or invitations for your audience to contribute through commenting.

Learn the guidelines of professional blogging, and you’ll soon find your posts more engaging, and your readership increasing.

What newbie mistakes did you make when you first started blogging? What bothers you the most in other blogs? What are your best tips for writing better blog posts?

Images courtesy of B Rosen, Steve Keys, SuziJane.

profile.headshot-149x150.jpgSuzannah Windsor Freeman writes and teaches in Canada and Australia (but never at the same time). Pop over toWrite It Sideways for more great writing tips, or follow her on Twitter.

[Sent from Ralph Paglia’s iPhone]

Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
cell: 505-301-6369
RPaglia http://www.RalphPaglia.com http://ADPdealerservices.com http://ADPsocial.com
http://SocialAutoSales.com
http://ADMPC.com http://LinkedIn.com/in/RPaglia
http://Facebook.com/RPaglia
http://Twitter.com/RalphPaglia
http://YouTube.com/RalphPaglia
http://Slideshare.net/RalphPaglia
http://RalphPaglia.tumblr.com
http://RalphPaglia.typepad.com
http://RalphPaglia.blogspot.com
http://RalphPaglia.livejournal.com
http://naymz.com/Ralph_Paglia
http://myspace.com/RalphPaglia

Ralph Paglia

Ralph Paglia

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