The internet can be a powerful tool for small and large businesses alike - but it can also feel like a stab to the heart when you get negative feedback. Unfortunately, it’s the nature of the beast, and if you want to get the positive reviews, there is the chance that negative ones will come as well, even if you are an exceptional business owner. Do you want to know the one thing you shouldn’t do with a negative review? Let it sit and never respond. So, before taking the negative review of your car dealership to heart, here are a few things you can do to help strategically respond and make the most of it.
It can be hard to receive negative comments about your business, but sometimes these comments can be what will help propel you into a greater company. Sometimes reviews can be based on a one-off situation, but they could also be exactly what you need to see a weak spot and help strengthen it. Just remember, you aren’t just responding to one disgruntled customer, you are responding to everyone who will read the review. How you handle it can be just as telling a potential customer as to how the rest of your five-star reviews are.
www.BlueJayReviews.com
1. Take a Break
Firstly, don’t respond while you’re heated. A bad review could be a huge misunderstanding that just needs to be cleared up, and if you respond in anger, you could risk not only turning this customer against you but others who read it as well. Do what you need to do to cool off about the review, get your feelings out, and then come back to it when you are clear-headed and calm.2. Thank Them
This may feel counter-intuitive at the moment, but it’s important to be cordial and friendly as you respond. Much like you would if you were handling a customer in person, while also having a full showroom. Thank them for taking the time to let you know what happened so that you can properly remedy the situation.3. Define The Issue
It’s important to realize exactly what the customer is upset about, and then figure out a way to remedy it. If you need more information from them, this is a good time to ask.4. Take This Offline
Finally, it’s important to take this type of situation off of the online platforms as fast as you can. You want to be cordial and friendly, but also know that this is not the place for a conversation about “he said, she said.” After you have thanked the customer for taking the time to leave a review, ask them for more details if you need to, and then kindly ask them to email you personally so that you can remedy the situation.It can be hard to receive negative comments about your business, but sometimes these comments can be what will help propel you into a greater company. Sometimes reviews can be based on a one-off situation, but they could also be exactly what you need to see a weak spot and help strengthen it. Just remember, you aren’t just responding to one disgruntled customer, you are responding to everyone who will read the review. How you handle it can be just as telling a potential customer as to how the rest of your five-star reviews are.
It’s Time to Automate Your Review Management
At BlueJay Reviews, we make it easy for you to ask for, review and even respond to your reviews. We know how important a review can be for your business, and because of that, we want to make it easier than ever for you to make sure none of them fall through the cracks. Plus, we automatically send customers to review sites like Google, Facebook, Yelp, Trip Advisor, Open Table, and more. Wherever your clients are, we are there, too. Visit our website (www.BlueJayReviews.com) to learn more about our program, watch a demo, and even sign up for a free trial. We look forward to helping you communicate with your customers and their reviews!
Comments
Post a Comment