Responding to Bad Reviews: 9 Important Tips
Here
are 9 important tips to follow when you respond to bad reviews.
1. Take Responsibility
When
your car dealership has received a bad review, then it’s advisable to take
ownership and responsibility. Do apologize for the inconvenience - remember,
you are not admitting to any fault on your part at that stage, but merely
expressing regret at the inconvenience that the customer is enduring.
2. Show Empathy
Let
your customers know that you understand their situation.
3. Be Objective
Bad
reviews will obviously hurt, but there is no need to panic or feel stressed. It
needs to be handled with a sense of objectivity. Clearly explain the
circumstances that led to the situation, and suggest a quick solution.
4. Do not Justify
Most
customers at this stage will not be ready to buy a justification. Show empathy
and suggest a solution instead.
5. Be Balanced
Be
balanced in your response. Let’s assume that your car dealership has received positive
and negative feedback in one review. In your initial response, thank them for
their appreciation first and then address the negative part.
6. Deliver on Your Promise
In
your response, you need to be clear about the solution. Communicate the approximate
time that you require to solve their issue. Never go back on your promise.
7. Respond without Delay
Respond
to bad reviews as soon as you can, but not later than 48 hours. Remember, a lot
of others are reading this review too, and unless you respond they do not have
a chance to know your side of the story.
8. Use Free Coupons
It
is important not only to resolve the issue at hand but also to retain the
customer. Once the issue is addressed, do not hesitate to engage the customer
with a free coupon or gift.
9. Show Gratitude
It’s
always good to thank your customers for their feedback. A negative online
review mostly sheds light on your dealership’s blind spots, and it can actually
help you if you have a process in place to assimilate and act on customer
feedback.
For more information, Contact Us.