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About Kim Clouse [caption id="attachment_375" align="alignnone" width="300"]              If you want to succeed pay attention[/caption] Kim Clouse has been involved with automotive internet sales and process...

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Can You Define Car Dealer Reputation Management? I would like to go on record and say that the term Reputation Management for Automotive is a misnomer. Vendors can only  teach Car Dealers to discover, report, and maintain their hard earned reputation...

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Dealer Report Cards Car Dealer Reviews FAQ What are the benefits of having a page on Dealer Report Cards? A. Car shoppers are going online to find not only pricing information on vehicles but also to locate dealerships who have a good reputation...

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Car Sales Still Require Professional Selling I have been pretty much silent in the realm of automotive digital chatter lately. Perhaps it is because I needed to learn more or discover what has changed on a real sales floor. Since July 2013, I have...

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Car Sales Still Require Professional Selling I have been pretty much silent in the realm of automotive digital chatter lately. Perhaps it is because I needed to learn more or discover what has changed on a real sales floor. Since July 2013, I have...

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Car Dealer Reviews and Proactive Automotive Reputation Maintenance

Posted by Kim Clouse | Posted in Dealer Report Cards, Helping Car Dealers and The Auto Industry, I Love Sales, Reputation Maintenance | Posted on 06-09-2016

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Shouldn’t Your Online Reputation Be Accurate?

For the last decade, I have watched all of the industry blogs, trade magazines and networks describing the best way to manage your reputation. If you Google car dealer reputation management the results are staggering. Pages and pages of different opinions on the appropriate way to make sure all of your good reviews show up. Then, there are the manipulation tricks to cherry pick and post only good reviews and appear in the top spots on search engines.

Uhmm, excuse me, but do we as automotive professionals  actually think that our prospective customers and previous customers are gullible enough to think we are telling the whole story? Especially if they have had problems at a particular car dealership and all that is available is customer testimonials explaining how great that car dealership is; I certainly hope not. Customers and prospects are much more comfortable seeing the bad along with the good and they also want to see what the dealer or the sales person did to fix it the issue.  That is one of the many areas addressed directly by Dealer Report Cards

If your reputation is not important to you and you do not care about customers and prospects, then you need to leave the car business. You are part of the problem that makes us less popular than visiting the dentist. The professionals at automotive dealerships on the pavement and in the service and parts departments deserve to be recognized for their hard work.

They have thick skin and are not afraid to address their mistakes then take the proper steps to correct them. They would rather have the whole story displayed and yes, the customers that are just taking advantage of them need to be exposed as well. We all know they exist and can seriously damage an individual as well as a dealer’s reputation. Wouldn’t it be nice to have someone yell foul on those individuals? Dealer Report Cards will do that too.

The main reason I started this crusade and made the decision to get involved with Dealer Report Cards is because everybody screams ” help the dealers” and we should. But more importantly, does it makes more sense to provide online tools for these professionals so it’s easier for customers to find them? Without employees and customers car dealers will not exist.

I have firsthand experience with being reviewed by an angry customer and after the dust settled it was funny how I got excellent marks in every category on Toyota’s survey. But for years my customers’ negative review, where he called me a liar, is still coming up in various web searches fed by the posting on Dealer Rater. When I requested they remove my name from the title and leave the review as it stood I was told they would check into it. I’m not sure and do not care if they ever did.

Dealer Report Cards assists auto retail professionals, the customers and the dealer by letting the truth shine through. We will do our very best to give you the tools you need to show your good reputation and  automate your social media marketing efforts while allowing you to react with your various streams like you should. We have other features and functionality that you will learn about as we go, but pitching dealers’ snake oil is not part of the plan.

Kim Clouse
Dealer Report Cards.com

About Kim Clouse

Posted by Kim Clouse | Posted in Dealer Process, Helping Car Dealers and The Auto Industry, I Love Sales, Reputation Maintenance | Posted on 05-09-2016

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Automotive Change

             If you want to succeed pay attention

Kim Clouse has been involved with automotive internet sales and process for over 20 years. He was a charter member of the AAISP while it existed and winner of the Lemons to Lemonade Award given at Digital Dealer. Kim spoke at the 4th Digital Dealer Conference in Orlando, the 5th in Grapevine, Texas in 2008 and the 6th in Las Vegas for 2009. At the 6th Digital Dealer Conference, Clouse moderated in the roundtable discussions for automotive internet sales professionals. Kim Clouse also spoke in the general session at Digital Dealer and in a separate breakout session for auto dealers and internet sales managers from across the United States the same day. Kim is managing owner of I Auto Consultants LLC. Together, they will provide new and innovative solutions that will set new standards for truly assisting car dealers. One of these solutions, Dealer Report Cards,™ provides interactive car dealer reviews, ratings, and pro-active reputation maintenance. Coupled with the social media management solution Social BDC they will help remove all of the snake oil flowing through dealerships every day. Another product, Webpush™ will change the way we interact with our customers forever. These products have been tested, improved, and tested again to minimize the current ridiculous learning curve or just “trust me” factor that has car dealers falling through what seems to be a never-ending dark bottomless pit of confusion.
Kim only works with select strategic alliance professionals who are quantifiable and share the vision of bringing about true change at the dealer level. By assisting automotive professionals with awareness of customer satisfaction levels quickly, problems are addressed in a pro-active metric rather than being reacted to. Think of it as “Daily CSI”
The company’s services also include:
*Dealer needs analysis and assistance with the development and implementation of the correct process
*Assisting in creating successful dealership policy in all departments
*Proper consequence with adherence and implementation practices. Process and policy are nothing without consequence.
*Proactive Car Dealer Reputation Maintenance including hosting customer evaluations and reviews on the Dealer Report Cards platform and all social media.
*The most comprehensive Managed Interactive Social Media Solution available for automotive (personal interaction on demand or in real-time.)
*Website design, development, and deployment with quantifiable results.
*SEO
*Video syndication with campaigns on demand including video PPC.
*Avocar, making dealer inventory appear alive for commercial broadcast and web applications
*Helping the dealer control cost, increase customer satisfaction and ROI while avoiding the Snake Oil in this industry.
Kim Clouse has been a member of Southeast Toyota Pro’s – Master Level, GM Mark of Excellence for multiple years, Cadillac e-certified and Honda i certified. His training experience is in all GM makes, Honda, VW, Mazda, Toyota, Ford, Nissan, and Hyundai. Kim has extensive experience in marketing and advertising as well.
From budget analysis and strategic planning to in studio pre and post-production, engineering and mastering.
If you want to succeed pay attention.

Can You Define Car Dealer Reputation Management?

Posted by Kim Clouse | Posted in Dealer Process, Reputation Maintenance | Posted on 05-09-2016

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I would like to go on record and say that the term Reputation Management for Automotive is a misnomer. Vendors can only  teach Car Dealers to discover, report, and maintain their hard earned reputation by allowing the customers who spend money with them to be invited to post a review. If there is a problem, everyone is alerted and it either gets fixed or explained, not deleted and covered up. It is called “Honest Exchange”(c) Dealer Report Cards was the first and only company so far to do this. Disgruntled employees, competition down the street, unfair customers who take advantage, folks who have had hard times and could not get financed, only need login to Google, Yelp, Dealer Rater or one of the hundreds of accounts online. All of these go directly to Facebook to take advantage of this new way to pass what used to be “word of mouth” along too.

I fell into this advertising funnel while trying to get auto dealers to pay attention to www.dealerreportcards.com  even while realizing it was impossible for every employee who interacts with a customer to have a good day every day. And we all know the inherent problems of customer frustration when they were unable to purchase. What about the lifetime extended warranty they bought from their local XYZ motors? Which repair shop is on the contract? Better yet,  which one are they using this month? What about the unjust maintenance schedules? Can’t blame them for finding a place to tell their friends and neighbors to beware of that kind of scam.

We must have been doing something right though because it is public knowledge now that Cars.com took this video that I sent to Ralph Ebersole in 2010 and duplicated my Talking Cars to speak about their review process in an ad titled  Cars.com Talking Cars Gas Super Bowl XLV Commercial Ad 2011 . They even had the decency to send their little talking cars much like “Hot Wheels” to my home address. I still have them in the box if anyone is interested.
Yes, they are pirates!
They gave up on that platform after all these years and acquired Dealer Rater. Have a look at their site now compared to a year ago. When I asked one of their sales reps how long they had been creating independent sales staff pages, he replied,  “about a year now”. Looks familiar, doesn’t it?

Crazy thing is that General Motors has recently adopted the exact same process without a posting site through one of their gazillion third party companies. Funny, Maritz called me a few years ago about this program before I was back at a GM store then after a meeting one of them visited the store to just watch Dealer Report Cards work one day. Funny, they now have a RepMan score so associates can get paid for asking for a review. Pardon me, “Can you give me your e-mail so I can send you a review? Make sure it is perfect in every way please, don’t let them know how terrible we really were! Really?
When I asked GM to be included in the mandatory reputation management program for dealers as a vendor 3 years ago, they declined.

I would like for anyone to tell me what their idea of the definition of Reputation Management is right here, anytime.
It has been a way to get dealers to spend money with no real record of who or why the review was placed.

I may take some shit for this but at age 57 and witnessing the fleecing of automotive and seeing ideas like Dealer Report Cards and tons of others from great minds in automotive be stolen, I don’t really care.

Snake Oil -Beware!

Dealers, wake up!

Kim Clouse

 

 

 

 

 

Car Sales Still Require Professional Selling

Posted by Kim Clouse | Posted in Dealer Process, Helping Car Dealers and The Auto Industry, I Love Sales | Posted on 13-06-2016

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I have been pretty much silent in the realm of automotive digital chatter lately. Perhaps it is because I needed to learn more or discover what has changed on a real sales floor. Since July 2013, I have been back at Carl Cannon Chevrolet in Jasper, Alabama discovering first hand again what challenges lie ahead for professionals in this field.

This is where the digital journey began for me with GM Buy Power and Autobytel in the last century. I know we all realize what has transpired since then with technology. What I have found that has not changed is; The fact that without professional sales people who have been properly trained to greet, speak, listen, and evaluate, fewer cars get sold. Whether online or in person the big numbers just do not happen. It truly seems that the more we learn, the less we do and that is the reverse of what is necessary to get to the top. This is just a quick “hell yes I am still here” shout out. Those of you who get after it all day, every day, are winning and deserve it. Those of you who are taking shortcuts and using technology to cherry pick your prospects need to find another job because your success is temporary. Stop wasting your dealers time and money and get dedicated.
If it were easy, everyone would do it!

Sell well,

KC

Dealer Report Cards Car Dealer Reviews FAQ

Posted by Kim Clouse | Posted in Dealer Report Cards, Reputation Maintenance | Posted on 12-06-2016

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  • What are the benefits of having a page on Dealer Report Cards?
    A. Car shoppers are going online to find not only pricing information on vehicles but also to locate dealerships who have a good reputation in the market.
    B. Dealer Report Cards helps you get visibility on the web by having a robust profile with good information.
    C. You will attract buyers in the market looking for a true professional to work with on their vehicle transaction.
    D. Consumers will be able to check your grade on Dealer Report Cards, and make a decision on who they want to buy from.
    E. We help promote individuals as well as dealers and we do not leak your customers to your competition like other solutions.

 

  • How does an auto shopper find my page?
    By zip code or they can also put your dealership name in to search. Your Dealer Report Cards grade can be viewed by consumers as well.

 

  • Do you put dealer or manufacturer logos on the pages?
    Yes, we do it for you with links for better branding.

 

  • When a consumer searches for a sales person how are the results ranked?
    Results are ranked by Dealer Report Cards grade. This gives those with higher grades an advantage, and motivates them to keep up the good work! It also helps those who need a boost to get with the program.

 

  • How does Dealer Report Cards insure that reviews are legitimate?
    We invite only your customers to review you. There are no random posts by
    non-customers.

 

  • What happens to my page if I leave the dealership and go to another dealership?
    The pages of the reviews for individual sales people belong to the dealer.

 

  • Can I embed any videos on my Dealer Report Cards page?

Yes, and change them at will.

 

 

Car Dealer Reviews Must Be Verified

Posted by Kim Clouse | Posted in Dealer Process, Dealer Report Cards, Helping Car Dealers and The Auto Industry, Reputation Maintenance | Posted on 26-11-2015

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I found this article very interesting. If you are a car dealer you should read the whole thing in the link below. Oh, and you reputation management consultants read this too because your days are numbered. The term Reputation Management is a misnomer. I know, I have used it too but now I have decided it should be changed.
Who can predict how any employee will feel or act toward a dealers automotive customers on any given day? Reputation Maintenance is more accurate don’t you think? I also think Car Dealer Reviews should be from verified customers instead of disgruntled employees, cheating BDC reps, competition down the street or those who created a bad situation for themselves and want to blame everyone else. http://dealerreportcards.com version 2.0 is complete
and is flawless so far. Email Kim for more info –  kim@dealerdimensions.com
http://www.webpronews.com/just-how-bad-is-yelps-fake-review-problem-2014-01

Car Dealers Need To Think About Their Review Process

Posted by Kim Clouse | Posted in Dealer Report Cards | Posted on 04-05-2012

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Dealer Report Cards is not your everyday rating and review platform for car dealers. When Dealer Dimensions set out to design and build a solution that enabled car dealers to evaluate customer issues and respond accordingly, we decided to start with the one thing that all dealers needed to know about, their true customers experience. We understand that prospects are customers too, but CSI for most manufacturers of automobiles, is dependent on how an individual or business felt their experience was up to and at the time of purchase. After that purchase, the future service experience needs to be understood as well, and this is where Dealer Report Cards differs from all other reputation management solutions.

The fact that we focus daily on deals that are closed in finance and RO’s that have been closed in service allows us to cross reference all relative customer and employee data to automate the review process. There are companies who provide dealers with templates to send to customers and they work well but automation and a controlled posting environment yield better results. If you can control where reviews are posted and make that data cache above all other search results for “Dealer Name/Reviews”,  you are much better off. Here is an example.  If you don’t think so, go to all of your current review sites and see for yourself. With one or two exceptions, every single rating and review site that is viewed by your prospects has a complete listing of all your local competition, complete with links to their websites. It is like owning the billboard on your property and asking your local competition to put their ad there. Why would any dealer or group allow links on their websites that enable the customers they are paying to attract to go directly to any of their competition?  This alone proves how important reviews have become in todays automotive environment. Car dealers have been duped into thinking their reputation can be managed in this way.  Small problems that used to get swept under the rug have become paramount to determining monthly CSI and reputation because everyone is carrying the internet around in their pocket. Why not use it to your advantage?

Another thing, if you were the customer how likely are you to create a username and password and sign up for a service to review your store? I promise, when the OEM review gets there they may not bother with it even if they love you. We all know what happens when we only get four or five responses for a reporting period and two of them suck. On the other hand, if their experience was marginal they will get right to it. Wouldn’t you rather be pro-active and handle the issue before that happens? You need Dealer Report Cards   

There are no extra usernames, passwords or sites for the customer to sign in to and create an account just to tell the dealer they had a good experience or a problem. They get an e-mail, click on their answers to five questions and click submit. Then dealers get the results with the ability to respond and ask for a review update.

So, a review webpage for every employee who interacts with your customers, SEO, video, reporting and notification or, your competitors ads?

Sell well and be professional.

Kim Clouse CEO – Dealer Dimensions

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