12 Do’s and Don’ts of Managing Online Reviews
Here are 12 Do’s and Don’ts to help manage your online reviews better.
Do’s
1. Claim Your Business
Listings
Claim
as many local business listings as possible and always update your information
on these listngs.
2. Keep a Close Eye on Your
Online Reviews and Mentions
Keep
a close eye on your reviews and brand mentions. Set up Google alerts to receive
real-time notifications. Acknowledge positive reviews, and address negative
reviews promptly.
3. Request Reviews Regularly
Request
every happy customer to review your car dealership. Recent online reviews are
quite important for both sales and better SEO.
4. Respond to Every Customer
Review
It
is important to respond to every single review inside 48 hours. Always thank
your customers for the review. Address negative reviews as soon as possible,
and offer a speedy solution.
5. Showcase Your Positive
Reviews
Showcase
recent positive reviews on your car dealer website and social media pages.
Always
make space for positive reviews on your marketing collateral.
6. Invest in a Review
Management App
An
app like Buyerater can make the entire process of publishing and sharing
reviews easy and seamless, for both you and your customers. Invest in it.
Don’ts
1. Never Ignore Customer
Reviews
Ignoring
customer reviews may prove to be disastrous for any business, including
dealerships. Your customers invested their time in writing it. So, respect it!
2. Never Argue Online
Never
ever argue with customers online. Negative reviews can get you into an argument,
but don’t fall for it. Instead, respond calmly and professionally. Apologize
for the inconvenience and offer a solution.
3. Don’t Delay Responding to
Online Reviews
A
quick response to customer reviews in itself conveys that you care for your
customers and appreciate their views. You will see better results if you
respond to reviews within six hours.
4. Avoid Using a Common
Template for Responding
Your
staff members are not robots, so please don’t make them behave like one. Instead, personalize and customize your
responses.
5. Don’t Overlook Negative
Reviews
Negative
reviews may be inconvenient, but did you know that they can earn you loyal
customers if you handle them calmly and show that you care?
Conversely,
ignoring negative reviews can cause significant damage to your dealership.
6. Never Publish Fake Reviews
Never
publish fake reviews.
First,
it is unethical. Second, customers are smart enough to tell a fake review from
genuine reviews, and your dealership stands to lose its credibility.