Everyone has a bad day at work and sometimes that spills over to the web. Sometimes a customer will get a snappy sales person or had to wait an extended period of time in the service department. That being said, sometimes a customer is disgruntled simply because they didn't get what they felt they deserved. With reviews showing up with a simple Google search, management of any negative feedback is key. Many viewers that read the reviews will use it as a first impression of the dealership and will decide accordingly.
At smart web we say Reach, Engage and Profit. This is as true of reputation management as it is of any online marketing strategy. It is important when you find negative comments that you engage them in a positive way and ask them if you can discuss this offline. This will give you an opportunity to show that you are genuine in your concern and interested in making things right. If there is no response from the writer (Perhaps it was fake) you will still be seen in a positive eye.
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