How to Handle Negative Customer Feedback and Improve Your Online Reputation: 6 Tips

No car dealer wants to come across negative reviews or feedback about their business. While responding to positive feedback is super easy, handling negative feedback is a challenge.

Here are 6 tips to handle negative feedback and improve your online reputation.

1. Respond quickly

Customers who leave negative reviews tend to do it right after they have had a less than ideal experience, and they do expect you to respond with some urgency. Doing so allows you an opportunity to limit the damage.

2. Don’t get defensive

The bottom line is: Don’t take the negative feedback personally.

When customers leave negative feedback, chances are you’re feeling defensive. This is a natural reaction, but it is advisable to accept criticism with openness and respond proactively.

3. Apologize

Even if you know that you haven’t done anything wrong, try to apologize for the inconvenience.

Your apology should be sincere and convey the assurance that you are doing all you can to make things right.

4. Be thankful

All feedback is useful. Be thankful to someone who has made an effort to give you feedback that can help you succeed.

5. Take the conversation offline

One of the most effective ways to handle negative feedback is to assure speedy action, and then take the conversation offline Get their contact details, resolve the issue online and then request the reviewer to consider altering the review to accommodate the solution.

6. Look for process issues

Analyze every negative review to identify process issues which may go beyond an individual reviewer, and make the necessary changes.

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