Reputation Wisdom from Dealer of the Year
In case you missed it, Shuman Motors in Walled Lake, Michigan was named DealerRater’s Dealer of the Year for 2013! We couldn’t be happier for them.
In the spirit of full disclosure, Shuman Motors is a Naked Lime customer. The dealership currently uses our Targeted Marketing, SEO and Social, and Digital Reputation Management services. However, that’s not the only reason why we’re happy for the dealership to win this award.
Mr. Shuman is a fine example of a dealer who embraces the idea of making the dealership’s online reputation a focus for everyone on the team. He attributes much of the success to a culture that sets clear expectations and rewards positive results. He also emphasizes the impact the dealership’s reputation has on the people who work there, understanding that “a strong online brand attracts and retains employees.”
“In 2011, we stunk at reputation management. We had two reviews on Google and they were both horrible,” he admitted while speaking in Los Angeles at the Automotive Social Media Summit.
In an interview that you can read in full on WardsAuto, Mr. Shuman lets us in on some secrets behind his dealership’s stellar online reputation:
WardsAuto: How do you deal with a negative review?
Shuman: First we try to find out who it is. Then we ask, “Can we solve the problem?” If it’s a service matter, let’s get them back in here and fix the car, give them a loaner and do whatever we can do.
Sometimes it is a disagreement and we just have to agree to disagree. If you are responding, it is a dangerous path when you get into, “Those are your facts, these are mine.” As a lawyer, I want to say this, this and this. But it really doesn’t help you. It is better to acknowledge that you can make mistakes, take that in and fix the process so we do better next time.
Want to know more about how your dealership can secure your place in the market and create an award-winning experience for your customers? Call 855.NKD.LIME or email firstname.lastname@example.org to speak to a consultant today.