Shetterly's Three Laws of Reputation

1) Reputation is advertising. Good or bad, you don't buy it, but you pay for it one way or another.

2) Reputation begins with customer service that people must talk about. If you fail at great customer service and you fail to be talked about positively, you are going to fail at great reputation.

3) Reputation is something you own as far as responsibility, but your customers always own it as far as content--it's what they say, not you, that is your reputation.

(from the dealership series "Shetterly's Three Laws of...")

Keith Shetterly, keithshetterly@gmail.com
Copyright 2011 All Rights Reserved
www.keithshetterly.com
www.twitter.com/keithshetterly
www.youtube.com/keithshetterly

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Comment by Michael Abrams on May 4, 2011 at 10:02am: Keith: that's exactly what I have done, packaged Presto Reviews. In order to keep everything completely transparent, the dealer signs up with Presto Reviews directly and we set up a review collecting program using the tool. You must have read my mind.

Comment by Keith Shetterly on May 4, 2011 at 12:40am: Aw shucks, A.J., you shouldna. ;) Thanks!

MIchael, have you ever looked into packaging www.prestoreviews.com in-dealer reviews?

Thanks!

Comment by A. J. Maida on May 3, 2011 at 3:49pm: I'll give you three....Simple, Smart,

Shetterly

Comment by Michael Abrams on May 2, 2011 at 9:00am: Keith: Concise. The trick now is to have a say in the volume of content, in order to have reputation translate into meaningful 'advertising' on some kind of wide spread level. The Rep and social media management program I have put together works with tools from third party vendors that allow us to not have to reinvent the wheel, just manage where the wheel is going.

Comment by Keith Shetterly on April 30, 2011 at 3:55pm: Thanks Marsh!

Comment by Keith Shetterly on April 30, 2011 at 3:15pm: Thanks Tom!

Comment by Tom Gorham on April 30, 2011 at 2:57pm: You boiled it down well Keith. Love it!

Comment by Marsh Buice on April 30, 2011 at 11:26am: Your reputation is what customers say based on what you do (for them)

Comment by Marsh Buice on April 30, 2011 at 11:13am: Nice post Keith, I love #3!! I could not agree more, thanks for sharing

Comment by Keith Shetterly on April 30, 2011 at 12:25am: Eeek! I've been outed by no less than Joe Webb!! :) Seriously, yes, I do like the idea of a message I can "own", so thank you--but I am really trying to get things boiled down to points we can agree on. I was struck this week by an online conversation I was having on a blog with a VERY smart person who wasn't getting the importance of the phone. Then we have Cobalt coming out right after with a "It's still the PHONE, Stupid! ":) kind of blog, which I agree with.

SO, I decided this week, after my first "3", that I would start tackling the basics so that we can all agree how to advance.