Checking reviews have become a pre-purchase ritual. We can deny it, but we care what other people think. What’s scary is that online reviews are not always an accurate snapshot. It’s typically the happiest and the most upset customers sharing their opinion.
Your dealership may provide the best customer service in Texas, but at some point, you will get a negative review from an upset customer. Here’s how to handle it.
Step 1: Respond publicly A.S.A.P
Even if it’s a complete lie full of misspelled profanities, ignoring a negative online review is a terrible mistake. The best thing to do is acknowledge you’ve seen it and are working to resolve the issue.
Now is not the time to call them a liar or tell other customers to ignore it. Negative online reviews provide an opportunity to respond professionally and demonstrate your customer service.
An appropriate response would be, “We value your feedback and apologize for your experience. I would love to further discuss the issue and work towards a resolution. Please email me directly at (your email) and let’s schedule a time to talk.” Another alternative would be to include your phone number in the response in place of or addition to your email address.
Step 2: Listen to their feedback
When you have the chance to talk to them in private, listen to their story. They may have a legitimate complaint that needs to be addressed immediately. Show them you understand how they feel and apologize. Once again, this is an opportunity to demonstrate quality customer service.
Step 3: Find a resolution
After you apologize, ask what can be done to fix the situation. Acknowledging what happened and apologizing may be enough for some, but a refund or coupons may also be expected.
Do what it takes to make the customer happy. If you’re lucky, they may go back and edit their negative online review. Worse case scenario, you proved your business cares about its customers.
… So Here’s The Gist
Negative online reviews don’t have to wreck your business. The process above works. For dealerships without the resources to monitor the various online review platforms and respond in a timely manner, we have a solution.
Marketing Refresh offers affordable review and reputation management in addition to our other services. Contact us today for more information.