Primary Care, Special Guest Jamie Oldershaw of DealerRater, FTC Comments.

September 8, 2022
We have a special show for you today as we welcome special guest, Jamie Oldershaw, GM of DealerRater. We also talk about changes to primary care, as well as your closing window of opportunity to weigh in on the new FTC proposed rules for Dealers.
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How will the reputation of primary care services in the US change as a result of the well-known, new-entrants? This is a key question following CVS’s recent announcement of CVSs definitive agreement to acquire Signify Health in an all-cash deal valued at around $8 billion.

  • Signify uses proprietary technology and analytics to support doctors, nurse practitioners and physician assistants who make house calls to 2.5 million patients across all 50 states
  • Care providers spend an average of 2.5x more time with patients
  • Rivals Walgreens, Walmart, and Amazon are all making moves into the same space

Today we welcome Jamie Oldershaw, GM at DealerRater and VP of Reputation Strategy at Cars

  • What is the overall sentiment you are seeing across dealer reviews on and off platform? Are there %s that you can share?
  • There are 4 days left in the FTC commenting period and we need to mobilize NOW. Currently 7,761 Here are the most recent:
  • Anon: We have too many forms as it is. My goal, always, is to make the purchase experience as easy and uncomplicated as possible for my customers. We are a franchise dealership in a small town and repeat customers are a large part of our business. More forms, and complicating the purchase process will simply make things worse for the customer. The customer's interests are protected by truth in lending, buyer's guides, privacy rights, credit disclosures, approval/declination letters, etc. Any issues seemingly addressed in the above regulation are already covered, established and in place.
  • Bibich Zabaleta: To the FTC.I am not anonymous! My Name is Bibich Z. I've been a car enthusiast before I could even drive! I owned enough vehicles that it has become a joke that I rotate vehicles every 4 months. I even started renting out vehicles on Turo which has had me visiting dealers even more regularly. Your proposed rules are !!!"DESPERATLY NEEDED"!!! in fact I would state that they are only a beginning! Saying that we need dealers to state the true price of a vehicle is mind boggling how have we let this go on for so long! The fact that NADA and dealers are trying to sabotage this proposal with "anonymous against" statements shows that this needs to be concrete and enforced by the FTC! thank you.

LEAVE YOUR COMMENT HERE: Suggestions for comments:

  • Don’t be anonymous!
  • Talk about the great things dealers are doing. Give specifics.
  • Talk about the great overall reviews on Dealer Rater and other sites
  • Suggest amendment to the rules and not trashing them altogether
  • Get friends and family and customers to leave reviews of their great experience

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SPEAKERS

Kyle Mountsier, Paul Daly, Jamie Oldershaw


Paul Daly  00:23

Kyle, I don't know if you've noticed this. But September 11, is only three days away from September 8. And September 11 is the first day of a soda con. We're counting down the hours at this point.


Kyle Mountsier  00:37

People who, who I kind of every hour I go


Paul Daly  00:48

like someone, like someone just played a great guitar riff, you know, like, why is it? Why is the response when a great musician does something or someone just plays like to pull it off something magical making you laugh? You get a little stank face? Why is that the reaction? I don't know, we hope that reaction people have that a lot as a sort of con as as the the people are going to be on stage, like just dropping what they're going to drop. And I know people would be like, maybe we should give some white hankies. Right, yeah, and then just like, just have a little church


Kyle Mountsier  01:15

just go to church a little bit. I love it. You know what's crazy. So we've done some live shows, like outside of our office, before we've sat at va da and that type of stuff. This will be the first time in what four days time that you and I will sit on a stage and let people kind of peek into the BCS the behind the scenes of that we've never


Paul Daly  01:38

done that before. I wonder how that's gonna go. I mean, if you're listening, if you're going to be at a soda con, we are doing the automotive troublemaker every morning from the mainstage that may just be Kyle and I in a big empty room to everybody. So I'll just keep the camera shots tight, we'll put in some B roll of some very interested crowd, right, you know what I mean? We should know we're gonna do but either way, there's still time, if you're dealing you want to go to a soda con, you can still get tickets at a so to conduct calm. If you're like within an hour or two hours of driving distance, you really should just be there. Just trust us if you're listening to the show. And if you're listening to the show, and you know a dealer who is in that area who should be there, everyone's got 20 groups and dealer networks, right. You don't have to be in the same state. But if you know people that are in that area, let them know what's going on. Because that's part of the cool thing about bringing a national level auto conference and the national level speaking roster to a new city. I can't think of one auto event that's been in Philly. That's been that national level. Can you


Kyle Mountsier  02:36

keeping one eye one eye? SG 20. Was there a couple years ago?


Paul Daly  02:40

Oh, that's right. That's right. So okay, we can think of one. There we go. Got one, only one, but only one. And also, we've never ever in the industry seen an event that opened its doors to everyone in the industry from the top to the bottom rank and file. I don't care


Kyle Mountsier  02:56

gonna die almost 2000 people there on Monday night, there's still


Paul Daly  02:59

a few days and there's still that whole thing that's going to happen. Like where people are sharing with their friends. Right? That all happens last minute what you doing this weekend? I'm going to this thing. Oh, that exists. My wife last night was like, What do you even do? And again, I was like, Yeah, this group with a couple 1000 people there, you know, and she's, and she was like, Man, that's right down your alley. I was like, yeah, it is good it is we're gonna whisk out of the VIP dinner over to go up on stage and try to get some more people fired up about being in the industry that they're in, because that is one of our missions that is so to draw a big circle around everyone in the industry, because the more people in the industry that are paying attention, I don't care if you're a lot Porter, BDC, rep receptionist service advisor, it whatever the more people that are paying attention to what's going on in the industry, the faster innovation is going to go. And the more we can get the great things that dealers are doing out into the open and out into the wild. So yes, it's why we're doing we do it, and rant go.


Kyle Mountsier  03:57

Oh, all right. Look, real quick. If you've been paying attention to auto collabs one, the Dan Moore episode is out live on podcast platforms. It's also going to drop live at noon, from a video podcast perspective that that conversation so good. It's one of my favorite intros ever. Yeah, he's


Paul Daly  04:17

come so much fun.


Kyle Mountsier  04:19

Yeah. Like it's, it's just a good one. You're gonna want to you're gonna want to listen to it. If you're if you're going about your day to day and a podcast listener for sure. No doubt


Paul Daly  04:27

stick stick with it, stick with it through through the middle and the end because the it just gets it's one of those conversations they get like deeper, more and more substantial. As the conversation goes on. We had to cut it off at like 25 minutes. Just because you know, everyone doesn't have all day walking the dog doesn't take that long. There'll be a DeSoto con too so it'd be great way to follow up on the conversation speaking of following up Alright, today, we you know, we didn't talk about we actually have a special guest today. Wow, like 10 minutes talking with them backstage. We have a special guest coming up in just a moment Jamie Aldershot, GM DealerRater. VP reputation strategy at cars is going to come and share some very Switzerland like data on customer sentiment toward dealers great way of putting it. Putting it. I think that should be the title provider of Switzerland like data on customer sentiment toward auto dealers. Love Esquire, I don't know. Okay, so first story today speaking of following up, how will the reputation of primary care services in the US change as a result of these well known new entrants to the game? This is a key question following CVS, his recent announcement of seat of their definitive agreement to acquire signify health and an all cash deal valued at about $8 billion dollars now signify the 8 billion. So basically, what they do is they use proprietary technology analytics to support doctors, nurse practitioners and physician's assistants who make house calls, let's get house calls to over two and a half million patients across all 50 states. And here's the kicker signifi says that when primary care is delivered this way care providers spend in addition, they spent two and a half times more time


Kyle Mountsier  06:21

with the patient. I you got to think that that's a good thing. Right?


Paul Daly  06:25

I don't know. Have you ever had a primary care experience? Kyle?


Kyle Mountsier  06:30

Primary care? Like you mean, like a primary? I mean, I've been to primary care doctor, but yeah, like and how


Paul Daly  06:37

much? No, I bet that and how much time do you feel like the doctor really spends with you? Not just not just in physical time, but actually like mental time they walk in? All right. Um, okay, I'm not giving


Kyle Mountsier  06:50

Well, that's what I'm saying is like, is like, the two and a half more times seems like a good thing to me. Because when absolute when I visited a doctor, I'm like, Okay, you just looked at my tongue and diagnose my toe somehow in the last 33 seconds, right?


Paul Daly  07:06

Walk in and go something like this. Right? They walk in? Got the clipboard thing. All right. Get them to get the sound.


Kyle Mountsier  07:13

Yep, yep. And then it's like, it's like, Alright, so tell me a little bit about what's going on. Okay. Take you got a prescription for you.


Paul Daly  07:20

Yeah. All right. So obviously, we are we are going grossly high level on this. But I think I searched on this, right, because it's so applicable to the next thing we're going to talk about, which is consumer perception of the automotive industry. Exactly. I could not find a single score metric, overarching figure on customer satisfaction or patient satisfaction with primary care. Everything was some like, like, way over my head study, you know, doctorate level published document that is like, I don't have six years to read this. And like no one was like, it's actually three stars on average, or it's actually this. And I would bet I would bet interesting, that if you got some honest reviews on the entire primary care experience, they'd be pretty low.


Kyle Mountsier  08:12

Yeah, it's like long wait times,


Paul Daly  08:16

crappy scheduling systems, right? Like calling like the whole situation, dealing with


Kyle Mountsier  08:22

it. He's in the background. He's actually on the thing right now. He's like,


Paul Daly  08:25

the magician, writer.com. Primary Care writer. No. And I couldn't find a single thing. And I was like, you know, I wonder if it has something to do with the fact that it's healthcare. And if people feel better, right, you kind of like forget the rest of the experience or you just accept it as a terrible experience. So it doesn't take that much to just know like, that is not true. Love it that's not true. Not true at all. There's no way that's true. I bet there are some that have gotten it right like the the troublemakers in primary care who got the scheduling component down and they have the experience component down right? But the whole process is terrible right? First of all, you start off sick it's almost like a service experience. I'll tell you this


Kyle Mountsier  09:11

primary care could learn a lot from dentists, dentists have scheduling timing, attention assignment they got it my


Paul Daly  09:20

dentist has the best like has the best sales funnel I've ever seen in my life


Kyle Mountsier  09:26

ever and their customer retention capacity is out of this world it's I don't want to be st needs to be like what our dentists doing


Paul Daly  09:33

i know i don't i don't like being sold on my health. Whoa, your your tooth can be fine or it could run out of your face. I mean, let's get that enamel coating should we? So, but but all that to say like the rivals, you know, CVS has rivals like Walgreens, Walmart, Amazon, everybody has a big push into primary care. And there's a big push into personalization, you know, access to telemedicine. And, and I think like the scheduling of it, the payment of it, right insurance is a nightmare to navigate. Um, it'll be interesting to see how this starts to translate into maybe some actual patient reviews because I feel like people are going to be much more willing to rate CVS than they are, you know, family practice associates, lol


Kyle Mountsier  10:19

Yeah, and not just that. But like, whenever you whenever you have like this, this obviously comes with an app based system. So you've got to look at retention, you've got to look at things like customer sentiment. And so whenever you visit, or, or in person visits, you start to widen the capacity for technology to be involved. And I think that it's prime for just figuring out hey, what's the best, best way that the primary care industry can serve as customers? So speaking of the best way in industry can care for customers?


Paul Daly  10:56

I bring them in Isaac.


Kyle Mountsier  10:58

Come on comes. There's Jamie. He's already smiling. We got him laughing so that


Jamie Oldershaw  11:03

I just found that I was just kind of checking this out. Dr. Reiter is available. So


Paul Daly  11:09

you know what you mean, it was available five minutes ago is what you mean?


Jamie Oldershaw  11:13

Well, yeah, I just yeah, just got it. Yeah.


Kyle Mountsier  11:16

I haven't secured that on GoDaddy. Just know, like, we get 10% of the company.


Paul Daly  11:22

In the overlap agreement already.


Jamie Oldershaw  11:25

Right there. So it's great. That's


Kyle Mountsier  11:27

great. Well, hey, so we a couple of weeks ago, and just to set the stage here a couple of weeks ago, and really, for the past couple of months, we've been talking about the story around the FTC and the comment section that they've allowed on these FTC guidelines. And we we've just been kind of, you know, talking to dealers, talking to industry partners, through auto collabs, through some of the content that we've been that we've been putting out about, you know, what the overall sentiment, what actually is going on in the industry, like, are the things that the FTC is bringing to the table, actually going to help solve for a better customer experience? Are they going to inhibit that? And an even more our question has been, Paul, my question has been, hey, is, is it really in need of like an overhaul and, and in fixing, and we know that there are segments of our industry that are in need of overhaul? And yes, we continually have to push the boundaries of customer experience. But one of our questions has kind of been like, hey, what, what do customers really think about their sales and service experience? Like, what's the real sentiment is, is the Net Promoter Score of our industry as a whole, like, positive or poor. And so a friend of mine, Jaime Aldershot, the GM of DealerRater, and VP of reputation strategy at cars is now here with us. He's sitting right below Paul. And if you're watching on video, and if you if you're listening, he's joined us. And I asked him to kind of come on, I've asked you, Jamie, to kind of come on and give us a little bit of overview, because DealerRater how many reviews are you up to as a platform at this point?


Jamie Oldershaw  13:10

Oh, gosh, so it's a platform on DealerRater up to just under 9 million. And if you kind of zoom out and look at cars, Inc, which is DealerRater. In cars, it's about 11 and a half million reviews. And so just to maybe, you know, back up for a sec, it's just a kind of a quick disclaimer and context. I've I've read all the same articles you guys have read? And I mean, look, you know, no industry No, business is perfect. Automotive is certainly no exception. Kyle, as you just mentioned, there are pockets of areas where dealers need to improve there are, you know, bad actors, there are things that we certainly need to focus on, and fix as an industry. You know, DealerRater has been around since 2002. That's when we collected our first consumer review. So we're about 20 years into this. You know, we we take a lot of pride in the fact that we are an open transparent platform. We started collecting reviews before Yelp was even a company before Google had any reviews.


Paul Daly  14:10

open and transparent platform me and explain that for


Jamie Oldershaw  14:12

me. So we have all the dealerships across the country new and used represented on the site. So any consumer who has had a dealership experience is free to come to the site, share their experience, and have that out and available for any customers who come you know any shoppers who come to our site to do dealership research can read all those reviews. So there's that


Paul Daly  14:36

that is unfiltered reviews, there's no combing there's no dealers pay to get bad reviews removed any of that, right?


Jamie Oldershaw  14:44

Absolutely not. And that's it's been very important to us since day one. Content moderation is important. So we want to make sure that we can filter out the fraud and certainly there's been a fair share of fraudulent reviews, you know, over the years, you know, consumers who didn't have an experience He's there but had a grudge or dealership employees writing reviews? We've we've, you know, we've seen it all right. We take a lot of pride in the fact that we have very strict content moderation, we have community guidelines. So there's there's certain things that you can't write about just because, you know, obviously it's and these are things that are sort of specific across all review platforms, you know, referencing crime or other things like that. But you know, so so we have an open platform, so anyone can share their experience, it's very important to us, because we want to make sure that we're that, you know, dealers can leverage our platform to get better, right. And I think our mission from day one has been to improve the automotive retail experience for buyers and sellers, right. And we take a lot of pride in the fact that we are the definitive voice of the customer for automotive. And that's what we want to continue to provide innovations on. We can also rate the specific employee at the dealership that you did business with. So it's not just the dealership, but it's also the person who do I ask for when I go to the dealership, which is something that you know, only we do on our platform. So we are deep in automotive. We're not collecting reviews on hotels or restaurants or salons. We are specialists in automotive. That's


Kyle Mountsier  16:15

our doctors, right? Yeah. Yeah, yeah. Oh, that


Jamie Oldershaw  16:19

could change after today. But but you know, all joking aside, yeah, we we've collected a lot of content. So if you just sort of zoom out and look at, you know, just over the past 10 years, right, 8 million reviews across 30,000 dealerships in the US. Wow, 94% positive feedback from consumers. So almost 6% Negative. So again, that is that's a lot of content across a lot of dealerships, and 94% positive, and you sort of take one sort of step further into that. Service Lane feedback is about 91% Positive sales, use, it's about 92 and a half and sales new is 96. The average is about 94.


Kyle Mountsier  17:04

So when Okay, that's, that's a great, that's a great point, because especially when we think about like franchise dealers and the FTC and not in and I do want to be clear, like Paul and I are not asking you, Jamie and for the for the listening audience, we're not asking Jamie to kind of comment on whether or not the guidelines of the FTC are right. But a lot of the conversation around these FTC guidelines has been about the overall customer experience, transparency, honesty of the dealer, all of that type of stuff. And so the sentiment of the dealer is an important has an important part to play in how and how our culture and the government perceive the retail auto dealer. So for me seeing that interesting, it's kind of wild to me, like, I would have probably flipped all those numbers, if you would have just asked me like, where's the average around 94%? I probably would have flipped that seeing like, new car purchasing being the lowest overall sentiment. But what you're saying is that new car purchases are expressing the highest overall sentiment for dealers, is that right?


Jamie Oldershaw  18:11

Yeah, I mean, people walk out of the dealership, generally very happy with their new car, and they want to share that experience. Now, we also get our fair share customers who aren't happy, who drive off the lot if something's wrong. And the dealer 6%


Paul Daly  18:25

of 8 million is a lot.


Jamie Oldershaw  18:29

Still, you know, that's 500,000 people over the past 10 years, who came to DealerRater and said, something went wrong, and I'm not happy. Now, you know, I'm sure that many of those negative experiences have turned positive in the meantime. And I think, again, we'll maybe we'll talk a bit about some of the hallmark of a good dealer, someone who sort of takes that feedback and uses it to actually change processes. But yeah, I mean, it's still a fair share of customers who have walked off the lot, not happy with what they just experienced, I think, the more we can sort of encourage dealers, and train the industry to sort of leverage feedback as a gift and use it to change their processes. You know, train employees, just do things differently. Those are the dealers that ultimately win in in their marketplace and the dealers that we want to reward on our platform to make sure that we're giving them the lion's share of the leads on cars.com and others so


Kyle Mountsier  19:26

well. And I love the way you position that because whether you're getting reviews on Google or DealerRater, or Facebook, or any any review platform that's out there, or you're sick, or you're reading these 7761 comments on the FTC guidelines, wherever you're at, if you're a dealer or industry partner taking that and learning from the comments that are being made, especially the ones that have some sort of negative sentiment. Whether it's of your dealership or of another dealership or of dealerships as a whole isn't important. Like, I used to always say, like, I loved the bad reviews it as as a marketer, and as a business development person on the on the retail side was because that's the time where we got to spring into action in the make things right or fix a process that was clearly broken. Because if if it broke for one person, then it probably broke for more. Yeah, and others that never left the review. Exactly. And so those are the golden opportunities that we have right now as an industry to kind of look at and, and zero in on.


Jamie Oldershaw  20:33

Yeah. And I think you'd be surprised at the number of dealers that still don't read the reviews on a regular basis. Right?


Paul Daly  20:40

I don't think so. I don't think we'd be surprised. Many might be, I don't think we would.


Jamie Oldershaw  20:47

Yeah, I mean, it's, it's if you're not, it's a missed opportunity. And if you want to know where to focus. I mean, we tell dealers, just google your dealership name, and see what shows up on the first page of search engine results. You know, spoiler alert, it's probably going to be Google cars.com, DealerRater, and Facebook, and just pay attention to those sites. And most importantly, you got to respond to these reviews, too. It's an open door, to provide great SEO value for your dealership to have that conversation. So it's not a one sided conversation. And it's free to respond on all these platforms, DealerRater and cars, you don't need to, you know, pay us a dime to respond to your customer and engage with them. Particularly if it's negative review. And, again, not allowed to dealers, you know, on our platform, only 40% of dealers are actively responding to reviews. That's not enough. And when you look at dealers Yeah, you know, when we look at dealers who are perennial Dealer of the Year Award winners on our platform, 80% of those are responding. So if you sort of talked about, like the healthy habits of a dealer that's providing a good experience, and gets rewarded for it by being scored highly on our platform and others, they're not only reading reviews, they're actively responding. And they're mean they're


Kyle Mountsier  21:59

engaging with their customers. Like crazy have a better customer experience.


Paul Daly  22:07

Oh, well, here's, here's through this. Yeah, good. This morning. We all know this FTC proposed legislation commenting on this proposal is closing in three days or four days, it's actually closing on September 12, first day of a full day of asoto con, I checked in with a site this morning, and they're currently 7700 Plus reviews on the site, I actually grabbed the the top four, right just in there in chronological order. So most recent first, and I was like, Well, let me check in and see what people are saying, actually, the top four were more substantive than ones I'd seen in the past that it only been like a line or two. And so I'm going to read a couple of them now. And then we're also going to make sure that you have the link, everyone listening and we have some suggestions on how to weigh in on the FTC. We'll probably make a separate post about this. But all the links are in the show notes. So you can go right to the proposal and the comments section. But we'll we'll we'll talk about couple of these comments for a second. So here's the first one from an anonymous commenter. By the way, our first suggestion is don't be an anonymous commenter, because they get discount. So here we go. We have too many forums as it is my goal always is to make the person's experience as easy and uncomplicated as possible for my customers. Obviously, this is an anonymous dealer. We are a franchise dealership in a small town of repeat customers are a large part of our business more forms. And complicating the process will simply make things worse for the customer. The customer's interests are protected by truth and lending buyers guides privacy rights, credit disclosures, approval, declination letters, etc. Any issue seemingly addressed in the above regulation is already covered, established, and in place. So obviously a very, very clear


Kyle Mountsier  23:46

comment. You could literally take that copy it out of our show notes, edit a few things take put your name on it, and, and probably like the just saying, that is a suit that is dialed in.


Paul Daly  23:59

I wouldn't approach it that way. I mean, I wouldn't quite approach it that way. Because Because what I'm just like put your empathy hat on it, like how's the consumer a consumer frustrated with the process gonna read that I'm a dealer and don't change anything? Because you're already fine. So shut up. Yeah, maybe? Yeah, no, I'm just saying if I'm the customer, you know, if I'm the customer and I have a qualm or I have a stigma in my mind already, like, of course, you're gonna say that. So they're just making this proposal up because nothing's wrong and everything's fine. Right. Okay. The next very next comment, this is from, I'm gonna miss the name of Mr. Zubaydah. He says to the FTC, I am not anonymous exclamation point. This is my name. I've been a car enthusiast before I could even drive I own enough vehicles that has become a joke that I rotate vehicles every four months. I even started renting out vehicles on Turo, which has to be visiting dealers even more regularly. Your proposed rules are all caps desperately needed. In fact, I would state that there are only a beginning saying we need dealers to state The true price of a vehicle is mind boggling how we have not let this go. We've let this go on for so long. The fact that nada and dealers are trying to sabotage this proposal with Anonymous against statements shows that this needs to be concrete and enforced by the FTC. Thank you. Now, that is a credible comment, right? When you read that you're like, that's a real person with a real story, right? And real legitimate experience with dealerships. And they articulate themselves? Well, if I'm the FTC, people reading these comments, I'm like, we're gonna weigh that one heavy. What are your thoughts? I mean, I'm open to thoughts on that. Well,


Kyle Mountsier  25:39

I mean, like, when I when I read something, and I see spelling errors, and I see all caps with three exclamation points, and, you know, calling out na da, and then saying they're being anonymous about it, it that's, that's kind of interesting to me, you know, I don't know who this person is. But like, Jim, right now, when I, when I read that I, I become very curious, you know, the first statement for me was very well approached, it says, you know, hey, look, I'm trying to provide a great experience. But if we put more and more things in place, it's going to cause a lengthened experience. And all of these guidelines are in place already, and we follow them. Like, that seems, you know, that that seems really strong. And, and, and I would say, you know, the problem is, is, this is this is similar to probably what Jaime sees is like, the, the people that leave bad reviews are typically anecdotal, they are based on a single or a few experiences, now, I get rotating vehicles every four months. But like, I mean, my response to that is probably that that guy has a hard time trading in and out of cars, you know, and, and that's, that's something that and so it's going to lengthen his process, it's going to be tough for him from a pricing perspective. And, and it's just something like, you go deeper into those sales processes, and it's hard to derive exactly what's going on. So I don't know, it's, it's tough for me, you know, I come from 12 years of of being on the retail side. And so I read these with a particular bent, I get that. But I think that we can, I think that approached maybe not anonymously, that I think that that's a big deal. Like, if you are a dealership or work for a dealership, you probably shouldn't post anonymously, because that's the fear already, that we're not transparent enough as an industry. So that's, I mean, that's the biggest thing that I see in his it's a


Paul Daly  27:35

great counterpoint, um, research. I mean, it's such a unique name, Berbick Zeblaze, Zuleta. I believe he's a firefighter in Miami Dade. And I'm looking on Facebook right now. And I have a letter to a GM about some Chevy Equinox. Talking about his dealership experience in the service department. It's actually got his email address on this interest. Let's get him on the show. We're gonna get him on the show. That's how this works. We noticed you. Jamie, what is your perception of just when people leave comments, right, you have just in general not about this comment in specific, but what insights can you give us about the way people leave comments, either the positive or negative? What makes them seem more credible? What makes them seem suspicious? Right, you have 8 million to go on? Yeah, I


Jamie Oldershaw  28:30

mean, you know, there's Gosh, that's probably a whole nother show. I mean, I think, share, you know, we do see a lot of very detailed reviews, which I think is important. And we actually encourage reviewers to write more where you've got to write at least 15 words. So, you know, unlike Google, where you can just do like one star and then nothing. If you know, if you're going to share your experience on DealerRater, we want you to share the story, because I think the story is what's important. You know, negative reviews can take all different shapes and sizes, I think you know, it largely and again, this is not necessarily scientific, but just kind of anecdotal, from what I've observed. Negative reviews tend to be a bit longer than positive reviews, because they want to share the whole story from start to finish to make sure that there's context that lends credibility instead of just walked into the showroom had a bad experience, you know, was not a great salesperson, one star, right? That's maybe not great for Bob, generally not helpful for the dealership, it doesn't tell. It doesn't give me as the GM or the GSM any information for how I can make things better. And so I think the best negative reviews that we get on the site, are those that actually sort of, you know, provide actionable things for dealers to do and I will say that the sort of primary bucket of negative cotton that and again, to sort of like zoom in and even further, like just over the past three years, the primary bucket of negative content that we get It is around poor communication. So like, oh, calls back, long hold times misunderstandings, in fact, over the past couple of years, we've seen a pretty sharp rise. In fact, the number of reviews of constructive reviews that have been written on the site negative, that sort of, you know, reference the fact that that consumers didn't get any any call back, those have doubled over the past year. And so I think that's probably symptomatic of the supply and demand imbalance that, you know, dealers are getting all these leads for limited amount of cars, and they're selling it and they're not calling the other people back. And I think that's, it's, you know, as a dealer, I would sort of take note of that, and take heed that like, these are consumers that are walking away unhappy that when you know, you need these folks down the road, nine months year, you know, you're, you're gonna have later, they may not come back to you, because you're just fine with the sale. And, again, this is sort of my interpretation of Sure. But I think it's instructive for dealers to hear that we're going to start to collect feedback from lead submitters on cars. So we can provide that information back to dealers, so they can help to train their BDC and get better, and then ultimately use that data to kind of curate the marketplace on cars. So we're making sure that when we push people to vehicles, we are pushing them to dealers that are really good at responding in a timely fashion.


Kyle Mountsier  31:30

Well, let me say this for years and years and decades and centuries and millennia, there are two things that every single relationship breaks down because of, there are two primary things now you put


Paul Daly  31:46

the toilet paper on the roll. Sorry, I couldn't help myself.


Kyle Mountsier  31:52

One is finances, and two is communication. And you and dealers are dealing in finances and a communication every single day. So if those aren't your primary ways in which you're explaining and making sure that you have great customer experiences, then shame on you. Shame on you. That's that, that that comment? Right there? Got me all fired up. Man. Jamie, thank you so much for being on today. I think that I think that dealers are well served by some of the sentiment and the analysis and the understanding that you've given us and, and thanks for allowing us to kind of weave you into this this story and bring some analysis to the overall sentiment of the of the industry. It's it's a, it's a well placed guidance that you've given us. So appreciate you.


Jamie Oldershaw  32:40

My pleasure. Thank you, Paul. Thank you, Carla, what you guys are doing and have a great show.


Paul Daly  32:45

Thank you so much. Take care. All right. So we could easily do it to our special to our special. I have so many comments that I want to read. But we don't have time for that. We'll probably make a post on LinkedIn, if you're not following us on LinkedIn, go to LinkedIn, follow us so to and hit notifications on and we're going to do a post about this and try to just continue this rally of people posting good comments for just listening, have a few suggestions for leaving a comment here the link is in the show notes, it'll get it'll take you to basically takes you to the homepage of the proposal. And the upper left hand corner, there's a little button says comment, you can do that. A couple of things. Number one, don't be anonymous. Right? That doesn't really work. Don't be anonymous. Number two, I don't see a lot of this. Talk about the great things that dealers are doing and give examples. Right? I think the focus is so myopic, on, you know, like whether a product brings value or not or some bets, we need to broaden the lens out a little bit and just talk about the good things that dealers are doing and contributing. Talk about the great overall reviews on deal. DealerRater right point people say this, you know, open platform has 94% positive sentiment, 8 million reviews, right, not 7000 on the FTC proposal, but 8 million reviews of verified buyers that are properly moderated and open to anyone no reviews are deleted, that are negative dealers can't pay to adjust their ratings. Talk about that, I would say suggest amendment of the rules instead of strike them all right, because they're good things in there, right? Because the second like these all are terrible. That's gonna get discounted, right? Because Kyle, like there are things in here that that need to be that


Kyle Mountsier  34:29

need to happen without a doubt. Yep, there's things that need to happen. And there's some things that are going to harm all dealers, some things that are going to like let the good rise to the top, which is good, you know? Yeah, for


Paul Daly  34:39

sure. Finally, look, get your friends and family to leave reviews on this FTC proposal, honestly, right. Like, tell them why you're trying to do it. And if they've had good reviews total to like make that known. The commenting period is only three more days or four more days, whatever it ends on September 12. Three, so it ends on September 12. What we want to make sure that we can do is make sure The last couple of 1000 comments right on this are ones that really expressed the nature and desire of auto dealers in the automotive industry to truly serve consumers to give them what's best, but to let them know like this is half baked, right? We need to fully bake this. So I know a little longer of an episode today. But we think there's no better reason to have a long episode. Kyle and I are about to go dive right back into a social contract so we can make sure we're ready for you in Philly. If you're not going to be there. Try to get there. Even if it's Monday night come for the party. It's free. We'll let you in. We promise