Nobody likes to hear negative reviews, whether it’s about their business or something of a more personal nature. Negative reviews can also be detrimental for car dealerships. But what can you do about them? One of the first moves you can make is to seek out a competent internet marketing agency. They can help you in several ways, but one of their specialties is often handling poor reviews that might surface about your dealership online or on social media.
Yes, Reviews Matter
Before you say “What do reviews matter, anyway?” think about this for a moment. How often do you make a significant purchase without learning at least a little about the reputation of the merchant or company from whom you are buying it? People do look at both positive and negative reviews online. If you were mulling over going to a new restaurant but the reviews online were uniformly bad, would you still go? Probably not. The same is true for car dealerships.
What Can An Internet Marketing Agency Do For Me?
Internet marketing agencies know how to be diplomatic on social media and online, and that will come in handy if someone says that they had a negative experience at your dealership. Hopefully, if the person sees that a representative of your company wants to reach out to make amends and try to rectify the situation, they will be willing to change their review.
When you read whatever the message was, the next step is to speak to the team member who was involved. Get their side of the story and see if the complaint was valid. That will help you to determine if an apology is called for, or what else might be done to appease the angry or disappointed customer.
It’s sometimes better to swallow your pride and apologize, but if it turns out that the customer was being unreasonable, then it’s best to avoid being drawn into a fight. Your internet marketing agency should know to consult you for instruction if a reviewer uses profanity or doesn’t want to seek out a mutually respectful solution to the issue.
Try to address the situation and get it resolved whenever you can, but if it’s obvious the person involved isn’t willing to listen to reason, you might have no choice but to let it go. If a couple of negative reviews are offset by many positive ones, it will still cast your dealership in a good light. You want to strike a conciliatory tone with your customers, but it’s impossible to please everyone.
