Skip to main content

How to Handle a Negative Review About an Auto Dealership

It's frustrating to get a negative review! You work hard to make your business the best and there are times when not every customer gets the best experience. If someone shares their negative experience in a review, there are some strategic ways to reply. Our online reputation management service is here to help shed some light on best practices for responding to a negative review. Take a look:


Always Reply to the Negative Review

Getting a negative review may be disheartening and you may write off the situation, but it's important to reply to the negative review in a calm and professional manner. Potential and current customers may be eagerly awaiting your reply to such a review to see if you're a dealership they want to do business with.

Acknowledge the Issue

Offer your understanding of the situation and try to make the upset customer feel like you understand their frustration. This simple statement can help the customer feel more validated in their feelings and may help bring down the defense barrier they may have up toward your dealership.

Publically Apologize for the Shortcomings

Include an apology for the experience your customer had in your response. Reassure the customer that this is not the typical experience for your dealership. This can also encourage a potential car buyer to see that this isn't the normal experience customers have with your auto dealership and help reduce the hinderance of lost business. 


Try to Make it Right

Depending on the negative experience, find a way to make things right with the customer. Offer free service for a vehicle (if they made a purchase) or invite them to give your dealership another try and ensure their next experience is above and beyond. This can help your upset customer see that you really are trying to make things right.

Take the Conversation to a Private Platform

Often times the conversation will simmer down and you'll need to exchange personal information to complete the process of making it right. Invite the customer to contact your dealership or let them know you'll be reaching out to further discuss the issue. If the conversation continues to get heated, invite the customer to contact your owner or manager to discuss the problem. The quicker a heated conversation gets taken offline, the better. You don't want to be the next viral thread going around due to a negative review catching fire.

Ask Customer to Change Review 

If your customer seems satisfied with what you've done to make the situation right, take that opportunity to ask them to change their negative review. A customer is the only person who can change a review online. Many times someone who left a negative review and then received a positive follow up experience is more than willing to delete a negative review or even better, change the negative review to a positive one. 


Negative reviews can be detrimental to your dealership's online reputation. Our platform offers automated review prompts to be sent to your customers and there's even an option to have negative feedback sent directly to your email (instead of being posted publically). This can help cut back on the negative reviews that are left online and gives your team the chance to make things right as soon as a negative experience happens!

Monitoring your auto dealership online reputation has never been easier than with BlueJay Reviews. Our online reputation management service creates a space that captures your online reviews so you can easily respond to positive and negative reviews with ease. While we hope your dealership doesn't receive a negative review, you'll know exactly how to reply if it does happen!

www.BlueJayReviews.com
Like us on Facebook
Follow us on Twitter
Follow us on LinkedIn

Comments

Popular posts from this blog

EASY Customer Engagement Touch Points for Auto Dealers to Improve Online Reputation

Online reviews can make or break an auto dealer. There are a limited number of factors consumers use when choosing a place to buy a vehicle and online reputation is one of them. If you aren't taking control of your online reputation, you may be missing out on a number of potential buyers and closed sales. BlueJay Reviews offers an easy and effective way to monitor the online reputation of your auto dealership. Learn how we can help make monitoring your online reputation a breeze AND some tips for customer engagement strategies along the way.

Customer Engagement Points: Include Reviews as Part of Sale Process As your sales team is working through the sales process with your customer, have them mention leaving a review. This may help reinforce the idea that reviews DO help auto dealership. For the most part, consumers like to be asked about their experience and sometimes simply asking them can make all the difference in conversion rate of reviews.

Keep Tabs on What Customers Are Say…

Boost Your Auto Dealership Sales with Positive Online Reviews

The automotive industry is a competitive area of business and potential buyers have many options available when it comes time to buy a vehicle. Not only is price point an important factor, how customers are treated is another big deciding factor potential buyers look into. The online reputation of your car dealership can have a big impact on the number of potential customers who turn into buyers. Check out some of the ways a positive review can help up your auto dealer sales with our reputation management service!


Showcase Happy Customers: People like to see the experience of others who've worked with your car dealership in the past. Customer experience is a big selling point. Encourage your happy customers to leave reviews. You can seamlessly prompt a review for your customers as they are entered into your DMS if you integrate that DMS with BlueJay Reviews. BlueJay currently integrates with many DMS systems. An automated review request text/email message will be sent out asking h…

See How BlueJay Reviews Can Boost Your Business's Online Reputation

A vital key to the success of any business in this day and age is managing online reviews for your company. The majority of possible customers will base their final choice using the online reviews they read. You can easily monitor your online reputation with help from BlueJay Reviews.


Our reputation management service not only helps you to monitor those online reviews but also generate and manage their exposure. It's very important to stay aware of what is being said about your business online. This allows you to react to comments in a timely manner. Here is a breakdown of what BlueJay reviews can do for you. 

How Does BlueJay Reviews Work?
BlueJay Reviews automates your review management making it simple to respond to reviews quickly, promote great reviews automatically, and turn your existing customers into a referral engine. From our dashboard, you can:  Send personalized texts or emails to every customer automatically.Automatically send customers to review sites such as Google, …