Automotive Reputation Management
Feedback and Benefits
By Brian Pasch
Pasch Consulting Group
45 W River Rd
Rumson, NJ 07760
I was copied on an email from our Internet Reputation
Management (IRM) manager to one of our clients
today. The email struck me how helpful a consistent
monthly reputation management program can be for car
By contacting a dealership's customers as a third party,
my staff has the ability to be an agent for building
customer satisfaction and also to "hear" and
document what their customers are saying.
Take a moment to read an excerpt of an email that Jessica wrote to one of our clients after her
calls from the previous night:
On another note there was one customer that seems to be a loyal customer to you
(purchased 3 cars from you) but mentioned a few things to me that could cause him not to
write a totally positive review at this time - I did not send him details on how to post as a
result. Here are the details of his comments:
I spoke to a gentleman named David, who was with Jennifer _______ during her
purchasing experience - Jennifer is the name on the customer list you provided to me.
First, David mentioned that he felt as though the Sales Manager over-estimated things
during the process, even after they were already finishing up the contract.
Second, they are still waiting for a new key remote for the vehicle because the original
key remote doesn't seem to work all the time - he mentioned 8 out of 10 times it doesn't
work. After a couple weeks now, they still never got the other key and the one time they
went in to get the service done they were told that they didn't have the key. David dealt
with John, the service manager - red team, that day.
David did not seem extremely angry, just concerned as to why this hasn't been taken care
of yet. I felt as though he would not be able to give you the high rating we are looking for
in this IRM campaign, at this time. However, if things get s