October 2020 Edition

5 Reputation Management Mistakes To Avoid

by Dawn Varga

October 20, 2020

These days it is a well-known fact that your company's online reputation and reviews matter when it comes to consumer engagement with your business. Consumers do their due diligence when looking for a company to do business with by searching online and evaluating what they see and read from both the company and it's customers.

So how do you keep your company's reputation from driving potential customers away? Here are 5 reputation management mistakes to avoid and suggestions on what to do to create a positive brand image:

MISTAKE #1: NOT INVESTING IN YOUR ONLINE BRANDING

Take the time to invest in your online branding by making sure your online presence makes a good impression. Your website, social media profiles, review site listings, and advertising should reflect the personality of your brand and should be professional and consistent. This will help to build interest as well as trust in your business.

MISTAKE #2: NOT PROVIDING VALUE IN YOUR ONLINE CONTENT

If you always focus on SELL-SELL-SELL, your audience will become disinterested. Provide valuable solutions that your products or services can provide. Share helpful information or tutorials geared toward solving problems. Convey what differentiates your company from the competition and what motivates you to do what you do.

MISTAKE #3: NOT SHOWING CONCERN FOR YOUR CUSTOMERS

Make sure you always take the time to promptly respond to customer inquiries and feedback. Publicly thank customers for taking the time to write a review - positive or negative. Address negative feedback and reviews by apologizing and, if appropriate, taking the steps to make things right.

MISTAKE #4: NOT MONITORING YOUR ONLINE PRESENCE

Ignorance is not bliss. It is vital that your monitor your digital presence. Put a plan in place with either your own employees or an outside agency that includes checking social media, search engines and review sites for consumer comments on a daily basis. It is better to handle issues as they arise rather than letting them grow and build into something unmanageable.

MISTAKE #5: NOT LISTENING TO YOUR CUSTOMERS

The feedback you receive from your customers is valuable data. If the same complaints seem to come up over and over again, then you should take a deeper dive into the root causes and make changes to the way you do business so that they doesn't happen in the future. Involve your team by sharing customers comments so they can participate in fixing the issues.

Your brand reputation is integral to the success of your business. By investing in professionalism, sharing useful information, expressing customer concern, listening to feedback, and having a solid reputation plan, you can avoid making these reputation management mistakes. By actively managing your reputation, you can gain valuable insight, find opportunities to improve your brand and gain loyal customers who will share their love of your brand with others.   

Keeping Your Dealership’s Reputation Beautiful

by Tom Kline (BLOG post on RV PRO)

October 5, 2020

When everything runs smoothly, it’s beautiful. But the opposite of beautiful is ugly. Customer complaints that are posted online can appear to be terribly ugly. But underneath, if you are paying attention to them, they can actually save you money, make your operation better, point out the bad apples, and hone your policies and procedures. I would say, in their own way, they are “beautiful.”  My argument is below.

Bronx Honda has been in the news recently because of a Federal Trade Commission action. On the FTC website, at the bottom of the press release, is a little-noticed statement: “NOTE: The Commission files a complaint when it has “reason to believe” that the named defendants are violating or are about to violate the law and it appears to the Commission that a proceeding is in the public interest.”

The regulators are watching, and they should be. There are two sides to every story, but it appears that Bronx Honda was not doing the right things. If the FTC has “reason to believe” that you are being deceptive or not treating your customers fairly, then they will come knocking on your door. They are there to help the public and to keep you on the right path.

Regulatory issues almost always start with customer complaints.  READ MORE

Instructions:

1. Carefully dip a Milano cookie into the melted white almond bark.
2. Place on a silicone baking sheet or parchment paper.
3. Place 3 mini chocolate chips onto the 'ghost'. Two up top, close together for the eyes and then one in the middle below for the mouth.
4. Repeat with remaining cookies. Let cool to set. Store in an airtight container at room temp for up to 3-4 days. 

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