How to handle bad reviews on Dealer Rater and Google
July 26, 2013 by
S2R Solutions in
automotive, Process Management
Has your dealership had a few negative reviews on Dealer Rater and Google?
Here are a few tips on how to handle them:
- Don’t ignore them!! Brands that responded to negative customers were rewarded. 18% of previously unhappy consumers turned into loyal customers. 33% turned around and posted a positive review and 34% deleted their own negative review. If you ignore the reviews it sends a message that you don’t care. They are looking for a response.
- Move fast! Respond FAST!
- Be sincere and take ownership. Don’t try to hide the mistake, you should assess the entire situation, acknowledge the problem, apologize, try to make things right, then step aside and move on when you have done everything yo could do.
- Don’t delete the review: If you delete the negative review, it means : I don;t care about my customers” and you are giving them the invitation to go somewhere else.
- Give more information to regain trust. Don’t simply say “sorry you had a bad experience, give your customers more information about went wrong. Tell them about what you are doing to resolve the problem.