4 Ways to Embrace Online Customer Reviews
With more than 90% of prospective customers looking up reviews before deciding to contact a dealership, dealers really have no choice but to embrace customer reviews. Here’s how to go about it.
1. Respond to Every Review
Regardless
of your customers’ reviews and ratings, publicly thank them for leaving
feedback. It shows how much you care for your customers and that you are not
just doing damage control by replying to only negative online reviews.
2. Be Transparent
Being
transparent about customer issues like delays can be hugely beneficial in the
long run. For instance, your dealership may have agreed on delivering on a particular
date but later it may have taken a bit longer due to factors out of your
control like supply chain issues.
Under
such circumstances, try to be transparent and keep your customers updated. This
will help to save the dealership from negative reviews.
3. Showcase & Promote
Positive Reviews
Your
dealership is receiving positive reviews on most days, what next? You can use
these reviews to your advantage and promote the dealership.
Here’s
what you can do. Display your customer reviews and ratings on your website homepage
as well as social media platforms. Include reviews in your marketing collateral,
including email promotions, newsletters, and social marketing.
4. Professionally Respond to
Negative Reviews
Negative
reviews must not trigger any angry rejoinders. Remember, the only beneficiary
to a shouting match between dealers and customers is the competition. Instead, dealers
need to be professional and proactive.
Apologize
for the inconvenience, suggest a quick solution, and take the conversation out
of public preview by switching to private messaging.
Bonus Point: Benefits of
Receiving More Online Reviews
By encouraging more online reviews, you can:
- Push bad reviews out of sight in Google searches
- Enjoy improved SEO driven by user generated content
- Better star ratings
- More website visitors, leads, and customers
For more information on embracing online customer reviews and to know how Buyerater can help, Contact Us.