Latest / Connor with Honor: AI, Real Estate and Real Life / Reputation, Listings, and CRM Systems Explained by Santa Clarita Artificial Intelligence

Transcript

Reputation, Listings, and CRM Systems Explained by Santa Clarita Artificial Intelligence · Connor with Honor: AI, Real Estate and Real Life

• 0:00
  SPEAKER_00: Reputation listings and CRM systems.
• 0:03
  SPEAKER_00: A lot of businesses believe they have a reputation management system because they have a review link, a Google Business Profile software dashboard with a five-star graphic on it.
• 0:12
  SPEAKER_00: But reputation management is not asking for reviews once in a while.
• 0:17
  SPEAKER_00: It's the ongoing process of making sure the business is accurately represented, consistently visible, easy to trust, and responsive when customers provide feedback.
• 0:28
  SPEAKER_00: I'm interested in this because businesses are often buying software without understanding the structure underneath it.
• 0:34
  SPEAKER_00: I build and connect these systems, and I want business owners to know what they should be evaluating before they pay for another platform.
• 0:41
  SPEAKER_00: The first question is whether their views are coming from.
• 0:44
  SPEAKER_00: Where are they?
• 0:44
  SPEAKER_00: What's the origination point?
• 0:46
  SPEAKER_00: Are customers being asked at the right moment?
• 0:48
  SPEAKER_00: Is the request connected to a real transaction?
• 0:52
  SPEAKER_00: Does the system make it easy for a satisfied customer to leave honest feedback?
• 0:56
  SPEAKER_00: Does it also provide a responsible path for an unhappy customer to communicate privately?
• 1:02
  SPEAKER_00: Review system should not fabricate reviews, pressure customers, or manipulate feedback.
• 1:07
  SPEAKER_00: We also need to understand where the reputation is being monitored.
• 1:11
  SPEAKER_00: Google may be the most visible platform for a local business, but depending on the industries, customers may also look at Yelp, Facebook, Industry Directories, the BBB Better Business Bureau, ZillowRealtor.com, Tripadvisor, or Specialized Marketplaces.
• 1:27
  SPEAKER_00: The businesses need to know which platforms matter, which profiles it controls, and whether the information is accurate.
• 1:34
  SPEAKER_00: A real reputation management system should monitor new reviews, notify the correct person, suggest an appropriate response, record whether the response was approved and escalate serious complaints.
• 1:46
  SPEAKER_00: Artificial intelligence can also help draft a response, but it should not invent facts, admit liability, argue with a customer, or reveal private information.
• 1:56
  SPEAKER_00: Sensitive responses should be reviewed by a human.
• 1:59
  SPEAKER_00: Another overlooked issue is consistency.
• 2:02
  SPEAKER_00: Is the business name correct everywhere?
• 2:05
  SPEAKER_00: Is the phone number current?
• 2:06
  SPEAKER_00: Is the website correct?
• 2:08
  SPEAKER_00: Are hours, services, locations, categories, and descriptions also accurate?
• 2:13
  SPEAKER_00: One incorrect phone number, outdated address, can cost more business than a weak advertisement.
• 2:19
  SPEAKER_00: Now this connects directly to listings management.
• 2:21
  SPEAKER_00: Listings management means controlling how a business appears across search engines, maps, directories, social platforms, and industry databases.
• 2:30
  SPEAKER_00: It's not just entering the name one time.
• 2:33
  SPEAKER_00: It's maintaining accurate information over time, watching for duplicates, correcting unauthorized changes, and making sure the business is associated with the right services and location.
• 2:44
  SPEAKER_00: Now, before you hire a listing service, ask what directories does it update?
• 2:49
  SPEAKER_00: Does it create duplicates?
• 2:51
  SPEAKER_00: Who owns those profiles?
• 2:53
  SPEAKER_00: Can that business reclaim them later?
• 2:55
  SPEAKER_00: Are changes made automatically or approved first?
• 2:58
  SPEAKER_00: How are duplicate listings found?
• 3:00
  SPEAKER_00: What happens when the business changes its phone number, address, hours, or service area?
• 3:06
  SPEAKER_00: Now we come to the CRM, which stands for Customer Relationship Management.
• 3:11
  SPEAKER_00: Many businesses purchase a CRM and use it as an expensive address book.
• 3:15
  SPEAKER_00: A real CRM should help the business understand who the customer is, where the relationship began, and what has happened and what should happen next, and who is responsible.
• 3:26
  SPEAKER_00: A useful CRM should capture source, contact information, consent, conversation history, appointments, tasks, pipeline stage, service interest, ownership, notes, follow-up dates, and outcomes.
• 3:39
  SPEAKER_00: It should help a business answer which leads are new, which have not been contacted yet, which appointments are coming up, which customers need follow-up, which marketing source produces revenue.
• 3:50
  SPEAKER_00: Where are opportunities being lost?
• 3:53
  SPEAKER_00: Automation must be designed carefully.
• 3:55
  SPEAKER_00: A CRM can send reminders, assign tasks, trigger review requests and route leads, and notify staff.
• 4:02
  SPEAKER_00: But automation without judgment can create embarrassing messages such as asking for a review before the service is complete, sending that same message after a customer has opted out or allowing two employees to contact the same person.
• 4:15
  SPEAKER_00: Data ownership, it's critical.
• 4:18
  SPEAKER_00: Can you export the contacts?
• 4:19
  SPEAKER_00: Can you export the notes, the tags, the activities, the campaigns, the appointments?
• 4:24
  SPEAKER_00: Who owns the phone numbers, domains, forms, and automation?
• 4:28
  SPEAKER_00: If you change vendors or brokerages or companies, can the actual business continue to operate?
• 4:34
  SPEAKER_00: A platform that traps the businesses, customer relationship is a risk.
• 4:40
  SPEAKER_00: When I audit a business, I look at reputations listings, CRM structure, data quality, permissions, automation, attribution, reporting, and handoff.
• 4:49
  SPEAKER_00: I look for the broken leaks, duplicate records, miss follow-ups, incorrect listings, unanswered reviews, and disconnected systems.
• 4:56
  SPEAKER_00: Now, the goal is not to collect software.
• 4:58
  SPEAKER_00: The goal is to build a reliable customer information system that makes the business easier to find, easier to trust, and easier to do business with.
• 5:07
  SPEAKER_00: If you want me to audit your reputation management system, listing CRMs or follow-up process or build the correct system and connect it correctly, book time with me at BookwithHonor.com.
• 5:18
  SPEAKER_00: I can show you what's working, what's leaking, the opportunities, and what should be fixed first.
• 5:23
  SPEAKER_00: This is general education information, not legal advice, and businesses should follow the rules for each platform and applicable privacy requirements.
• 5:31
  SPEAKER_00: I'm Connor with Honor.
• 5:33
  SPEAKER_00: Thanks for watching.
• 5:33
  SPEAKER_00: We'll see you in the next one.