5 Best ways to Deal with Negative Customer Reviews
Negative
reviews are inevitable, and if left alone, just a single negative review can
cost your car dealership tens of thousands of dollars in lost business.
Here
are 5 ways to manage negative reviews.
1. Check for Common Factors
Go
through all your negative reviews and look for common factors. Once identified,
take prompt action to redress them and watch the results.
For
instance, if most of the negative reviews are about ‘disappointing customer
service’, then you need to analyze exactly what is wrong with your customer
service, and let your sales and service teams know what should be done to improve
their interaction with customers.
2. Respond ASAP!
Respond
calmly and professionally as soon as your car dealership receives a negative
review. In no circumstances should you fail to respond to a negative review within 48 hours.
If it is indeed a fault on your side, then apologize, offer an acceptable solution, and share your phone number or email address to take the conversation offline.
Never
let your frustration and anger take over the conversation.
3. Be Authentic
Do not automate your replies. An actual staff member should respond to every review.
Make it honest, conversational,
and real.
4. Offer a Solution
Always
offer a satisfactory solution to disappointed customers. Then take immediate
action to deliver on your promise.
After all this is done, contact them over the phone or email to check if things are
indeed working as promised.
5. Be Polite & Sympathetic
When
responding to negative reviews, you need to be polite and sympathetic. Always
try to see things from the customer’s perspective, before responding.
For
more information about the best ways to deal with negative automotive reviews
and to know how Buyerater can help, Contact
Us.