What is Your Reputation?
No amount of money invested with a Reputation Management vendor can undo the results of a pattern of poor customer experiences at the dealership. There is no distinction between an online and offline reputation, both parts make up the whole. As an example, the negative online results of a Bait & Switch or just get em in mentality in the store cant possibly be managed by an outside vendor because they are powerless to fix the source of the problem.
There are 3 Ps you need to consider when it comes to your dealerships Reputation Management strategy:
Your dealerships reputation is yours to Protect:
You protect your online reputation in the store and in your digital interactions. Management must set standards for customer experience, online and off, and hold the team accountable to those standards. The common opinion -- the way in which people think about your dealership -- must be an internal priority worth protecting.
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