5 Tips to Manage Negative Online Reviews That Goes Viral
The
worst nightmare for dealerships is negative online reviews that go viral. Negative
word-of-mouth spreads like wild fire. If these reviews are not handled
properly, then your online reputation can be seriously dented.
Here
are 5 tips to manage negative online reviews that have gone viral.
1.
Your Dealership Shouldn’t be the Reason for Bad Reviews to go Viral
When
a dealership receives bad reviews, the way the dealer responds to it can
influence the outcome to a large extent. If the dealership writes a careless
response to negative customer reviews, then the chances of it going viral shoots up.
Instead,
try to respond professionally and offer a convincing solution. Remember, prospects
who read the review are also likely to read your response. These negative
reviews will be eventually pushed down, once you receive more positive reviews.
2.
Ensure You are the First One to Know
It
is critical to regularly track and monitor your customer reviews on online
platforms.
This
way, you will be able to easily tackle online reviews that may cause damage to
your reputation before they go viral.
3.
Know the Truth
No
dealership can keep all of the customers happy all the time. No matter how hard
you try, negative reviews are bound to happen.
If
your business abides by its strong values and manages the customer lifecycle professionally,
then your positive reputation in itself will be able to handle the damage
caused by the occasional negative review.
4.
Accept Issues, Take Responsibility
Negative reviews are usually triggered by customer
issues. Own responsibility for the customer's inconvenience when you respond to the review.
Then outline the problem in a professional manner and offer a solution.
In most cases, this will work to prevent the review
from going viral.
5. Repair the Damage
If
a negative review had indeed gone viral, then you need to respond proactively
to repair the damage. One way of doing this is to actively encourage positive
reviews.
For more information on the tips to manage negative online reviews that go viral and to know how Buyerater helps you manage reviews, Contact Us.