5 Things to do When Mentoring Online Reviews

21 August 2020

Positive customer reviews are the living proof of the quality of your vehicles and services. Conversely, negative reviews, if left unmonitored, can cost you potential customers.

Here are a few things to do when monitoring your online reviews.

1. Mentor Every Day

Mentoring online reviews should be a part of your everyday schedule. Set up alerts to notify you as soon as reviews are posted.

2. Respond to Every Review

Respond to every customer review within 24 hours.

If you receive positive reviews, thank them and try to strike up a social conversation.

When someone publishes a negative review, remember to respond calmly. Apologize for the inconvenience, address the issue, offer a speedy solution and take the conversation offline.

Remember, a professional, emphatic response to negative reviews can actually earn you accolades online.

3. Promote Positive Reviews

Promote positive reviews to your marketing advantage. Share them on your own auto dealer website, marketing collateral, and social media channels, to showcase your good work.

4. Don’t panic when dealing with Negative Reviews

Negative reviews are a fact of life. Not even the best run business enterprises are entirely free of it. What is important is to respond to negative reviews professionally.

Stay calm, understand your unhappy customer’s concerns, and help to resolve them. More importantly, never ever vent your anger on customers online.

5. Use Customer Feedback to Improve Your Services

Reviewers will usually have more to say about your services. Try to get more feedback, look for trends, and act on them.

For more insights into mentoring your online reviews, Contact Us.

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