How to Respond to Online Customer Reviews

Your customers would have invested their time in reviewing your vehicles and services. That's why every customer review deserves a response, 

Here’s how to respond to different reviews.

1. Responding to Positive Reviews

Many marketers forget to respond in time to positive reviews. It is important to acknowledge these reviews and thank them.

Try to use location-specific keywords in your response, in order to promote these reviews in Google local search results.

2. Responding to Negative Reviews

Your dealership shouldn’t miss out on responding to negative online reviews ever. Try to respond inside 6 hours, so that people who read these reviews will also see your response.

Remember to respond in a calm and professional manner. Empathize with their negative experience, try to provide a solution, and show others how much you care for customers. 

3. Responding to Neutral Reviews

Responding to neutral reviews is tricky, since often there are no specific issues to address. 

Start by thanking them for their time. Let them know you welcome their feedback. Conclude the review response with an invitation to visit your store or avail the latest promotional offer.

4. Responding to Google, Yelp, & Social Media Reviews

Before you can respond to any reviews on Google, Yelp, and social media platforms, you must sign in to your account. Once you sign in, go to the reviews section and respond to the reviews with a calm mind. 

Yelp provides two options to respond to your customer reviews: it can be either a personal response or a public response. Always try to make the response public and let others know that you are always ready to engage with your customers.

For more information on responding to online customer reviews, Contact Us.