Automotive Digital Marketing

Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders

Loading... Be Patient!

Tip of the Day - How Do You Deal with Negative Online Reviews?

Today’s Tip: How Do You Deal with Negative Online Reviews?

You can do everything right for the customer, from the introductory handshake through to delivery and follow-up.

Everything seems perfect…until they leave a scathing review online. It comes totally out of left field and catches you by surprise.

Today’s retail industry sees it a lot.

Shoppers complete their purchase with a smile on their face. Then, when they get home, they vent any misgivings or negative experiences with the rest of the world. Their online review I posted for everyone to see: your staff, your current clients, and any potential customers that check you out on the web.

The term for it is e-thug. They are pleasant in public but love to air their grievances in front of everyone else online instead of with you directly.

Not every negative review is from an e-thug; some are genuinely unhappy customers who want to tell their experience. Nonetheless, how you deal with negative reviews online is all about you, and nothing to do with the actual review poster.

Don’t Ignore Negative Reviews

Letting negative reviews stand without a response is like an admission of guilt, whether it’s an accurate review or not.

There’s a way to turn that review into a positive light for anyone that sees it, and all it takes is a well-phrased response.

• Acknowledge the poster’s feelings. Tell them you’re sorry they feel the way they do. Whether they’ve responded appropriately to their situation or not, how they feel doesn’t change.
• Remain open and polite. Address the concern by name, whether it was poor service, high prices, or otherwise. A very specific response does wonders.
• Offer an avenue to resolution. Request that the reviewer calls or visits someone specifically so their concern can be resolved.
And that’s the Tip of the Day.
Many customers are willing to look past negative reviews and see how you responded before making any decisions. And CPI has many effective tools to help you. Contact us today at (212) 763-0016 to learn more. Thanks for watching.

  • Currently 5/5 stars.

Views: 98


Oops... You need to stop "Lurking" on ADM and become a more genuine Automotive Professional by completing your membership registration. As a registered ADM Member, you can post comments, publish your own articles (be a star!) and start Forum discussions. Stop being an online "Peeping Tom" and JOIN ADM RIGHT NOW!

Join Automotive Digital Marketing

Comment by Mark Nicholson on May 18, 2018 at 10:07am

When you don't monitor or manage, you're leaving things to chance.

Others will see reviews, or lack of, or even negative ones, and move on.

Probably to your competitor. 

Automotive retail and your online reputation revolve around customer experience and reviews.

Automotive Professional Network and Resource Exchange for Car Dealers, Managers, OEM and Marketing Practitioners seeking Best Practices.

ADM Sponsor

William B. Terry
Rated by Super Lawyers

loading ...

ADM Badge


Based On Your Interests...

ADM Consulting, LLC

Onsite/Offsite Combination ADM Consulting, LLC Professional Services
Select the maximum monthly investment you plan to make
Sign up for

Automotive Marketing Tools

Get ADM Toolbar

Click here to take the ADM Member Survey

Getting too many emails from ADM? Click mailbox below to control which types of alerts and updates you are sent......



ADM Professional Services
Phone Consultation
Topic or Issue:

Top Automotive Marketing Forum Discussions

Share the Best Content w/AutoMarketing Community

Microsoft Office PowerPoint

© 2020   Created by Ralph Paglia.   Powered by

ADM Badges  |  Report an Issue  |  Terms of Service, pub-1344093271332697, DIRECT, f08c47fec0942fa0, pub-1344093271332697, DIRECT, f08c47fec0942fa0