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Turning Unhappy Customers Into Raving Fans

Handling Customer Complaints

In the world of reputation management, we’re often focused on the important star reviews and how they look in Google searches for our name. While this is an extremely important aspect of automotive reputation management, it’s not the most crucial goal of a strong reputation management service. At the end of the day, we want to make people happy.

This might seem like a no-brainer statement, but it seems to be missed by so many companies in our industry. The primary reason that my company acquired a stake in eRepBuilder was because we have found that their way of addressing unhappy customers’ needs for the dealers is the best first step in preventing reputation disaster.

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Why Dealers SHOULD Ask for Yelp Reviews

Touch

If you listen to Yelp, they will tell you that you should never ask customers to review you. Their perspective is on that says that if people want to leave a review, that they will do it on their own without prompting. This is true when it comes to some businesses – restaurants, hotels, services such as hair salons. In the automotive industry, Yelp and other review sites seem to have a misconception of their role on the internet. For most business types, they are not a place where people leave reviews. They’re a place where people vent.

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Can Reputation Management and Social Media Marketing Co-Exist?

Faceyelp

Ever since the rise of the two separate disciplines of social media marketing and reputation management, there has been an open debate about whether or not to cross-classify the various platforms encompassed by them. Is Facebook a component of reputation management? Is Yelp part of social media marketing? Are they really just a singular entity with different components?

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