Are your clients concerned about their online reviews—or lack of them? If not, they should be. Key statistics from the 2020 Local Consumer Review Survey reveal that online reviews continue to grow in importance.

  • 93% of consumers used the internet to find a local business in the last year
  • 87% of consumers read online reviews for local businesses
  • Only 48% of consumers would consider using a business with fewer than 4 stars
  • 72% of US consumers have written a review for a local business
  • When writing a review, 20% expect to receive a response within one day

A business’s online reviews tell a story that we, as media sellers, must listen to, including what it’s like to do business with them—good and bad. The bad reviews give us a window into how the business responds in tough situations. If the negative reviews are left unanswered, it indicates how they’ll deal with you. Every business has screw-ups once in a while. What’s more important is how they respond and follow up with the person who gave the bad review.

Here’s an example of a response gone wrong:

Reviewer on Facebook:

The food portions were small and descriptions did not meet expectations. Grilled cheese Buffalo chicken sandwich, ummm cheese? With fruit salad, 6 grapes is not a salad…burger was the size of a slider. So glad did not order sliders might not have been able to find them. Ordered a Vodka with soda water, flat soda and vodka was barely detectable flavor wise and it was blackberry or something. Kind of a bummer since we love our downtown eateries. On the upside loved the heated toilet seats

Business owner’s comment:

Jamie, I’m sorry you were unhappy with the portion sizes and vodka flavors. We strive to meet our customers expectations. Please keep in mind that this is a business and as such we have a large amount of overhead expenses like rent, alcohol taxes, utilities to heat the toilet seats and wages to pay employees. Those employees have families and sometimes in order to keep the doors open and those employees working and supporting their families, we have to make cuts somewhere. Kind of like the government does with its budget.

Perhaps we should remove the heated toilet seats in exchange for larger portion sizes. I’m kidding. Actually there is a way you can help. Did you know that over half of the bottle price that you pay for liquor in the liquor store goes to the state? That leaves very little for the manufacturer to develop a business on. Most distilleries in the state do not have a tasting room because it is not cost effective. I pay hundreds and hundreds of dollars each month to the state for the privilege of selling and serving you alcohol like the blackberry vodka you drank. We have an opportunity right now, this week, to possibly change some of those payment structures so that we can keep more of the profits at our tasting room and not go to the government. That would mean more opportunity to grow and expand or more money to increase wages or hire more staff or increase portion sizes. The liquor industry has not been given the same allowances that the craft beer or wine industries have.

If you write a letter to any or all of the state representatives or senators below, there’s a chance that we could get a break from these debilitating taxes (he then lists all the representatives).

Please ask for support for SB1561.

And please the next time you are at my tasting room please let me know and I will personally buy your meal. Hopefully we can win you over on the second try.

Oh, one more thing. We were voted one of USAToday’s top 10 craft vodka distilleries in the country because of how clean I make my vodka. I filter it more times then my servers work hours in a month. That could be why you couldn’t taste it.

My name is Kevin by the way.

Note the line in the response where the business owner insults the customer’s taste buds, goes down a rabbit hole of how hard it is to own a business, and indirectly insults his employees:

“I filter it more times then my servers work hours in a month. That could be why you couldn’t taste it.”

Would you want to work for this guy? How about doing business with him? How nice do you think he’d be in dealing with you as a salesperson?

No thank you. Move on. Call on their competitor.

By the way, their bourbon is incredible—go figure.

Make sure you are doing two things when it comes to prospecting and online reviews:

  • Looking at them before each call.
  • If there are negative reviews, sellers should take that opportunity to have an in-depth conversation about reputation management, PRIOR to executing a marketing plan.

If reviews are nonexistent, or worse, have fewer than 4 stars, more than half won’t visit or purchase from that business. And if you secured a marketing plan from them, there’s a good chance your client will come back and tell you your ads didn’t work. So do some work with the client or prospect beforehand—cleaning up negative reviews, adding positive ones, creating a reputation plan along with a marketing one.

And my final piece of advice? Shy away from calling on a business that has a 3.8 score or lower because hiding in that number is the truth. I would spend my time with those 4.2+.

For more on the importance of reputation management to share with your clients, go to 2020 Online Review Statistics

Ken Marks is a Senior Marketing Consultant for JDA.media.

Ken’s media experience spans 27 years in marketing, sales, and sales management. Working closely with hundreds of small and mid-sized business owners, he’s helped them navigate and leverage the ever-changing media landscape of television, radio, digital and streaming.

Ken started his career in radio advertising in Central Florida. A successful seller and General Sales Manager of several Cox Radio stations, he was recruited across the street by Gross Communications where he eventually became the VP/GM of the company’s radio, print, and digital divisions.

Prior to joining JDA.media, Ken spent nine years as a marketing consultant with the Hearst Corporation at WESH 2 NBC and Hearst Digital in Central Florida.  While there he earned the company’s prestigious Eagle award three times(!), given to the most valuable marketing consultant in each Hearst market annually.

Marks grew up in St. Louis, Missouri and graduated from Missouri State University.  He played professional racquetball briefly after college, then began his media career.  He and his wife, Jennifer, owned a retail franchise called “Once Upon a Child”, which they sold in 2018.  They also currently own and manage several short and long-term rental properties.

Ken and Jennifer reside in Orlando, Florida and have three children, two boys (a Senior at the US Naval Academy and a Senior at Cornerstone High School), and an amazing eleven-year-old girl in the fifth grade. When not working Ken loves to spend time with his family, boat and fish on Lake Conway, play guitar, piano, and golf.

Brittany Tomjanovich is the Director of Operations at JDA.media.

Brittany has a passion for data and details. That passion, coupled with her healthy respect for broadcast and digital’s powerful marketing platforms, has led to a fun and growing career in media.

In January 2011, Brittany joined Madison’s ABC affiliate, WKOW, as a sales assistant.  Immersing herself quickly into the sales process and organizational flow, she thrived and by the time she moved into a corporate role, she had supported local sales, national sales, and the programming department reporting directly to the station’s General Manager.

As the Broadcast Group Sales Coordinator at Quincy Media Inc., her role consisted of training and supporting the sales support staff in Quincy’s 16 markets.  She also handled communication and reports for the company’s VP of Sales.

Brittany is a quirky, creative, introverted-extrovert, focused on solving problems and dedicated to producing high-quality results.

Brittany is a graduate of The University of Wisconsin – Madison (On Wisconsin!), and currently lives in Blue Mounds, WI with her husband, Tyler, and two children, Hailey and Mason.

When she’s not behind her computer, you can find her spending time outdoors with her family.  She enjoys camping, kayaking, fishing, crafting and growing food in their backyard garden.

 

 

 

Kathrine Glass is a JDA.media Senior Marketing Consultant.

Kathrine Glass, PMP, ACC has been inspiring individuals and leading teams for over 25 years with her “we can make it happen” attitude. She is a successful entrepreneur, sales and marketing expert, Project Management Institute certified Project Management Professional, and International Coaching Federation certified coach.

Kathrine is an idea person with the resourcefulness and grit to get things done. For much of her career, she has worked on behalf of local broadcast stations to develop campaigns and sponsorships for clients of all sizes. Having served in production, marketing, sales, events, and syndication, she has a unique perspective that stations and clients welcome. In addition, she has worked side by side with sellers across the country, helping them create new revenue streams by identifying non-traditional marketing decision-makers.

She started her career producing commercials, music videos, and corporate films. And was soon recruited by The Dallas Morning News, an A.H. Belo newspaper, to run a multi-million-dollar advertising budget.

After fine-tuning her marketing chops, she moved to oversee business development, equipping sellers with tools and ideas to secure incremental local and regional advertising dollars. It was in this role Kathrine had the ability to employ all platforms in Dallas-Ft. Worth owned by Belo with new advertisers ... from local broadcast (television) to cable to digital platforms including extension products like weather.com and cars.com.

In 2005, she founded C&S Creative Solutions, Inc., an innovative project management and marketing firm and one of her first clients was WFAA-TV, the Dallas ABC affiliate. Since then, Kathrine has worked with a myriad of local broadcast stations across the country, both television and radio, in the generation of new and incremental revenue on all their platforms. Joining JDA.media was a natural fit for Kathrine, her station partners and their advertiser clients have embraced her collaborative style and results oriented thinking.

Kathrine is a graduate from St. Edward’s University in Austin, Texas, and received a Graduate Marketing Certificate from Southern Methodist University in Dallas, Texas. She is an avid dog lover and fosters pups in need. In addition, she and her husband are foodies and love to travel. They currently reside in Dallas, Texas.

 

 

 

 

Margie Chilson is a Senior Marketing Consultant for JDA.media.

Her vast experience includes nearly three decades in broadcast television and digital sales marketing, working in and with multiple markets and affiliations including Dallas-Fort Worth at WFAA, Denver at KUSA-KTVD, KMGH, KWGN, and as a team manager at Millennium Television Sales.

Margie’s years as a local seller were award-winning and inspiration for her jump to JDA.media. She exceeded new business and digital goals on a consistent basis at Belo Corp., Scripps, Tribune, and TEGNA Inc. stations. A true innovator, Margie pioneered job-sharing positions in Dallas and Denver, balancing hectic work schedules and family, paving the way for working parents with careers in media sales.

Margie is well known and respected for her diligence, drive, and new business results. Due to her years in the business as an account executive and sales leader, she knows the station environment well and can easily relate to local sellers as well as the most senior managers.

An alum of Oklahoma State University who graduated with Honors in Journalism Advertising, Margie boasts an outstanding track record of helping business owners strategically grow their revenue through broadcast, streaming and digital solutions.

Margie and her husband Tim have been married for 23 years. The couple and their two children live in Littleton, CO, a suburb of Denver. Their son, Ryan, attends the University of Colorado Boulder, and their daughter, Mary, is in high school.  In their spare time, the Chilsons enjoy travel, hiking in the picturesque Rocky Mountains, cooking, watching movies, and cheering on their kids in various sporting events.

 

 

 

 

 

 

About Jim Stoos

Jim Stoos is SVP, Revenue Drives at JDA.media.

For over 20 years, Jim has crafted successful marketing programs for hundreds of local businesses.

His expansive media experience includes delivering significant advertising results utilizing broadcast, digital, cable, and radio.

His specialty is helping small-to-medium-sized businesses address sales and marketing challenges while developing game-changing strategies with real-world creative solutions.

Prior to joining JDA.media, Jim held strategic management positions as Regional Vice President, General Manager, and Local Sales Manager at television and cable companies in the Midwest.

His leadership roles give him the opportunity to apply JDA.media principles in helping sellers and media marketers develop campaigns, combining broadcast and digital solutions, to positively impact local business owners’ success.

The media veteran’s skill set also includes web design, email marketing, audience extension and targeting using display or video, as well as OTT and Streaming platforms. This extensive digital background allowed him to launch a suite of digital solutions for an entire sales division.

He lives in Bettendorf, Iowa, with his sweetheart Stacy, and his two sons.

For years Jim has worked as a dedicated member of Iowa’s Big Brothers Big Sisters program. Jim was a multi-sport college athlete and today enjoys running in competitive track meets for “old guys”.

In his spare time Jim enjoys working out with his boys (both scholarship track athletes at St. Ambrose University in Davenport), camping and riding his horses.

 

 

 

 

 

 

 

holly allenHolly Allen is a JDA.media Senior Marketing Consultant.

With nearly 27-years in the industry, including over five years as President & General Manager of FOX23 and MY41 in Tulsa, OK, Holly has developed a deep expertise in many facets of media. However, her true passion is working directly with clients.

Her “no box” thinking and creative mind allow her to design effective marketing strategies that drive significant results for advertisers.

Holly believes the first step to helping a business grow is to “peel back the layers” to uncover their unique needs, goals, and opportunities.

Next, she formulates and executes a thorough, well-rounded marketing plan that exceeds their expectations.

She enjoys the brainstorming process and seeing clients get enthusiastic when her strategies bring their businesses to unprecedented levels of success.

Experts say the greatest predictor of success is past success, which rings especially true with Holly’s career. Starting as an effective ad agency rep, she quickly moved into broadcast sales and marketing.  Moving up through the sales ranks, Holly eventually became the President & General Manager of a pair of dominant broadcast television stations in Tulsa, OK.

Most recently she founded All-en Media, LLC, where she works with clients in various categories, including auto, banking, retail, and more.

A proud graduate of Oklahoma State University, she lives in Tulsa with her high school aged daughter Lila, while her son Henry attends the University of Michigan in Ann Arbor.

Holly enjoys long walks outdoors, visiting with family and friends, and volunteering her time to local causes whenever possible.

 

John Hillary is a Senior Vice President at JDA.media.

Since 2006, John has worked directly with thousands of small-to-medium-sized businesses, developing fully integrated, results-driven media marketing strategies that have consistently helped meet and exceed client goals.

John began his career with New Revenue Solutions (NRS) in Atlanta, GA. During his tenure with NRS, John consulted for 25 different media outlets in television, digital, radio, cable, and print, throughout the U.S. and Canada. As one of NRS Media’s lead consultants, John helped hundreds of local businesses grow through innovative and creative advertising campaigns.

Due to his success at helping businesses and stations drive revenue, he was recruited to join WCIU-TV in Chicago as an Account Executive. There, he worked with local, regional, and national businesses collaborating on innovative ways to make advertising messages resonate with customers in a large, competitive marketplace.

In 2017 John joined JDA.media as Senior Marketing Consultant, and in 2023 was promoted to Senior Vice President.

John’s energy, passion, creativity, and understanding of results-oriented marketing strategies have consistently made him a vital asset to clients and company colleagues in every phase of his career.

A native of Grand Rapids, Michigan, John graduated from the University of Michigan and remains an avid Wolverine fan.

John and his wife Katie reside in Roswell, GA and are proud parents of daughter Nora and son Henry.

 

Billie Adkins is a Senior Marketing Consultant for JDA.media.

She is an expert at crafting innovative, creative strategies that get dramatic results for advertisers.

Decision-makers appreciate Billie’s unique ability to ask the kind of provocative questions that lead to the development of distinct and effective TV and/or digital creative that gets viewers’ attention and drives consumer action.

Through her 25-plus years in media, Billie has developed an extensive professional portfolio with a depth of experience that includes a variety of management positions in sales, and important posts in news, production, station promotion, and market research.

As a General Sales Manager at WDTN, the NBC affiliate in Dayton, Ohio, she led a multimedia marketing team that specialized in achieving clients’ marketing and operational goals with a client-centric approach.

She embodies all aspects of the JDA.media philosophy recognizing that each business is unique, with its own challenges and opportunities. In order to build a results-driven advertising plan for clients, you must first understand the business and then formulate a strategy to make the company stand out from competitors.

Billie resides in Carlisle, Ohio with her husband and two children. When not traveling the country for JDA.media, helping business owners increase their sales, she enjoys family time, reading, and coaching soccer, often cheering for kids that need a special someone in the stands just for them.