Jeff,
I realize you posted this awhile ago, but I just came across it and had to jump in on the action. Reputation management is a hot topic, and I couldn't agree more about how crucial it is to know what others are saying about you online.
My social media marketing company marks off time two days a week for a member of our team to run through our list of aggregated rating and review sites customized for our automotive dealership clients. We check for new mentions, opinions, ratings, and reviews of experiences with the dealership. Brand reputation monitoring is absolutely essential; if you don't know what others are saying about you, you certainly can't correct any misconceptions, or address any misunderstandings. And whether you want to hear about it or not, word about your business will get out fast. Moral of the story: offer your best service from the get-go, and then pay careful attention to how your consumers respond.
On a side note, having an excellent social presence will also help; customers with questions or issues sometimes feel most comfortable contacting you on social sites they often use (like Facebook or Twitter), and being available, personable, and having consistent interaction with potential clients will boost your positive ratings and encourage others to get to know you. Thank you for an insightful article. Cheers! -Nannette
