May 7, 2021
Tom Kline is the Founder and Lead Consultant at Better Vantage Point. He has 30 years of experience in the automotive and RV industries and has worked with both public and private dealers to solve problems, keep customers happy, and stay out of court.
Tom is also an Endorsed Expert for Dealer Marketing Magazine, the Recreational Vehicle Dealers Association, the VIADA, and the CIADA.
In this episode…
Although reputation is very important for car dealerships, many tend to ignore this — and in the long run, their businesses are negatively affected. These dealerships fail to establish effective reputation management strategies and don’t realize that customer feedback can help a dealership improve its operations. Not only that, but tending to your reputation can also help you provide better products and services to future customers.
According to Tom Kline, the first step is preparing a cohesive policy or procedure document that outlines what needs to be done and can be revised as time goes on. He also encourages dealers to track their reputation on certain websites, following either a monthly or daily schedule of regular check-ins. This should also include responding to customer complaints, avoiding generic responses, and using the information gathered to improve their dealership's operations.
Tom Kline, the Founder and Lead Consultant at Better Vantage Point, joins Ilana Shabtay in this episode of the InsideAuto Podcast to discuss his strategies for handling reputation management in dealerships. Tom explains why problem mitigation is important and talks about the need for compliance management and documenting customer data. Stay tuned!