9 Ways to Convert Negative Automotive Reviews into Positive Marketing Strategy

Negative online reviews can be depressing and scary. However, there are ways to convert negative reviews into positive marketing strategy.

1. Do not Panic

It will be difficult for car dealerships to please every customer all the time, and there is always the possibility of occasional negative reviews.

Do not panic when someone posts a negative review. There are effective ways of handling it.

2. Flag Fake Reviews

When you read the review, you will get a fair idea if it is real or fake.

If it is indeed a fake, then you can flag the review and request the review portal to remove it.

3. Always Respond to Negative Reviews

The time dealerships take to respond to negative reviews play a vital role in containing the damage. The quicker the response, the better.

You need to:

1. Apologize for the inconvenience
2. Acknowledge the issue
3. Offer a quick solution
4. Take the conversation offline by offering your phone number or switching to direct messaging

Prospects reading the negative review will also see your response, and a convincing response can undo any harm caused by the review.

4. Always focus on your Value Proposition

What triggered the negative review? By all means address the customer concern, but do not make drastic changes to your dealer processes yet.

Remember, there are always instances when the customer is the cause. Altering dealer processes in such cases for a single customer can end up hurting hundreds of other customers.

The trick is to always stay true to your value proposition. 

5. Find the Root Cause

It is important to find the root cause of negative reviews. Never tamper with established dealer processes till you find it.

6. Always Listen

Always listen to your customers. Often negative reviews are triggered when customers feel that they are not receiving your attention to solve their issues.

7. Ask Questions

Sometimes, negative feedback can be confusing.

By all means ask questions if you have to, before taking action.

8. Remind Customers of Positive Experiences

When loyal customers post disappointing reviews, you can turn their negative reviews into positive marketing by tactfully reminding them of positive experiences from their earlier visits.  

Of course you need to resolve their issues first.

9. Learn from Your Negative Reviews

Paying attention to negative reviews help in improving your dealership and delivering better services than the competition. Pay consistent attention to the highlighted issues and see how best you can resolve them cost-effectively.

For more information on converting negative customer reviews into positive marketing and to know how Buyerater can help, Contact Us.