How to Deal With a Negative Online Reputation

1. Never Ignore Negative Customer Reviews

Negative customer reviews can be depressing, and dealers often end up ignoring them. Left alone, these negative reviews can seriously dent your online reputation.

Instead, respond to negative reviews calmly. Apologize for the inconvenience, and outline a plan to get things back on track.

2. Be Available to Customers 24x7

Many dealerships are not always active online. Do not make this mistake and lose customers.

It takes little more than a CRM to create an omnichannel communication process, and most dealers already have one.

3. Try Refunds

One of the ways to prevent a negative online reputation is by promptly refunding unhappy customers. Try to fix the issue and if that doesn’t work, then go ahead and refund the money. Doing this can save you from serious embarrassment later.

4. Always Stay in the News

Try to stay in the news in your local area. Leverage events, collaborate with local luminaries, author blogs, articles, and guest posts, and stay on top of customer conversations.  

A lively and positive image can handle most negative impressions on its own.

5. Focus on Your Content

Work towards creating content that engages your local audience and provides them useful information.

If they are aware that listening to the dealership can be useful, then it helps build recall, trust, and a positive reputation.

6. Request More Customer Reviews

You cannot entirely avoid negative reviews but they can be buried in the back pages if you have a steady stream of positive reviews flowing in.

Whenever you get an opportunity to request a review, go ahead and make that request.

7. Showcase Your Milestones

Promoting your milestones with success stories can help shore up your reputation. Never lose an opportunity to try it.