Online Customer Reviews : 5 Mistakes to Avoid

Many dealerships do not pay enough attention to managing their online customer reviews, and often end up paying a heavy price for it.

Here are five important mistakes to avoid.

1: Not Responding to Your Customer’s Concerns

If you ignore online customer reviews, then over time your dealership will show up as uncaring and not really interested in listening to customer issues.

On the other hand, responding proactively to both positive and negative reviews can help your dealership immensely. Read more about it: benefits of positive online customer reviews.

2: Failing to Engage with Negative Reviews

Negative reviews are a fact of life. When your dealership receives negative reviews, it is important to engage proactively. The best approach is to apologize for the inconvenience, listen to their concerns, outline a speedy solution, and then take the conversation offline by sharing your contact details.

Never react to online reviews in haste or use insulting or defensive verbiage.

3: Overlooking Attention to Details

Never ignore the root cause of negative customer reviews. Just fixing the obvious problems will not help in providing good results.

4: Taking Customer Reviews Personally

Take customer reviews seriously but not personally. Reviews are about the quality of vehicles and services and not about your self-esteem.

5: Not Observing Trends

Recent online customer reviews offer a good indication of trends and you need to pay attention to the signals hidden in it.

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