This is the worst experience I’ve ever had buying a car! They are HORRIBLE!
Ouch. A bad review of your car dealership can ruin your day and possibly hinder future business. No matter how gracious and accommodating your dealership may be, there will be times when a customer walks away unhappy and decides to share with the world their dissatisfaction by slamming your business in a negative dealership review. It could be due to a misunderstanding about pricing, additional fees, financing, etc. Or, perhaps it was unrealistically high expectations on the customer’s part. Whatever the reason, your reaction to a negative review is the key in preventing future damage to your online reputation. How can you make the best of a negative review? Here are a few tips that may be helpful.
Do NOT ignore a bad review. That review won’t be going away any time soon. It will be seen by countless consumers researching dealerships in your area. Lack of response signals a disregard for customer care.
Speak to your employee( s) that dealt with the customer. Determine what may have caused this customer to walk away less than satisfied.
If possible, use the opportunity to re-open communication with the consumer. Devise a calm response that addresses all of customer’s complaints. If there were mistakes made, acknowledge them.