If Your Not Managing Your On-line Reputation..Do You Know Who Is?

I have been doing a ton of research in implementing the correct process in gaining reviews for our Dealerships in many of the on-line Communities. Dealerrater.com.. ( which is becoming more and more used by Consumers ) Google..etc. I have found several good tips here as well as around the web. I have also run into the occasional Dealer that just doesn't understand what doing it the wrong way can do their Dealership as well. In fact I came across on today that raised my eyebrows and wanted to use it as a NON-BEST PRACTICE for everyone. Most of you will see this and get a laugh for the day, others will say " Quick way to destroy your on-line reputation " which is what crossed my mind..and yet their may be a few that see this as acceptable...( Hopefully not many! )

To me when you see a Customer Review about say your Service Department..You read it, try and remedy it, if you can, then post a resolution on the site. This is however what I would not expect to see or what none of your potential Customers would want to see.

" Response from: ABC DEALER
Added: The ( MANUFACTURER Deleted on purpose ) Warranty & Policy Manual reads: "ABC Company DOES NOT cover damage to or failure of an audio component caused by abuse or neglect. The following inspection criteria must be used by dealership personnel to determine if an audio product is eligible for warranty repair/replacement: 1)Carefully inspect bezel face for liquid residue. Determine if all buttons and knobs operate freely - liquid frequently causes buttons to stick or require excessive pressure to operate. 2) After unit is removed from instrument panel, inspect top and bottom cover for signs of liquid residue. If any of the previous listed conditions exist, the unit may not be covered under warranty. Please contact the customer immediately and advise him/her that the failure did not occur as a result of a factory defect - as a result the damage is not covered under warranty. Contact your local repair facility for retail repair rates." All ABC employees followed written policy per MANUFACTURER. We are not in business to cover anything under warranty that is clearly NOT a defect just to pass the cost on to other customers. "

Another Review came right after about their Service Department next..which talked about the Dealer telling them they needed to replace parts that had nothing to do with the repairs they came in for..and that they had just replaced prior to coming in to that Dealer. They were trying to upgrade services that the customer didn't need to have done..in their words. This was the response to that review!

" Response from: ABC Dealer
The ABC family has been in business for over 60 years. It is not possible for any business to survive in such a way as being described. The Better Business Bureau would not allow a company to continue to operate if the allegations were fact. Every business today understands that each and every customer today is vital to the success of its future. When a vehicle enters the service department at ABC Dealer, a diagnosis is made and an estimate is provided to the customer. Along with the estimate a multi-point inspection report is also presented. It is at the customers discretion at all times as to what work is performed to their vehicle. "

What I saw next, was that these posts came in on the same day that the only good review was posted for the site..Only an hour or so before the responses were put up by the Dealer. Same day, hours a part on both reviews, then just an hour before on the new Review..which looked very generic, as well as if it was put up to intentionally counter the two bad reviews. You tell me! Perfect 5 Stars and a generic name for the user.

" Reason for Visit: Service

I recommend this dealer: Yes

My Review of ABC MOTORS:
All of my service experiences have been GREAT! Everyone there has done exactly what I have asked and have brought issues to my attention that I was not aware of. I have never been pressured to buy and have always left knowing what condition my car was currently in."

All the coincidences just seem to unreal. That they would have received the best review they have ever received on the day that both the bad reviews were responded to. No to mention the bad reviews were both were from longer than a year prior to having a post reply added. So not only did they respond badly, but very late! To me this shot the Dealers Reputation on to the dumpster very fast. As a customer I would see this and it would not paint a pretty picture of this Dealer. Maybe it's just me, but I don't believe that Dealerrater is beneficial to users that will use it this way. I see it creating more problems and only deterring potential Customers from stepping foot into that Dealership. It makes you wonder if anyone at the Management Level knows that this is how their Reputation is being handled? I would hope not and would hope that someone catches on quick. I believe it shows that if you are not on top of your On-line Reputation Management, someone else ( who shouldn't be ) will be, and your Reputation is gone before you even have a fighting chance!