Dealership Reviews: How to Respond Properly

As a company that deals every day with dealership and car buyers, we understand how car dealership reviews can often be critical. Whether you are selling cars or adding service and car financing to your offerings, the opinion of your clients can mean so much to your business. Study shows that online reviews can significantly influence a consumer on whether they will use your service or not. With more than 90% of the consumers relying on online reviews, you should know how to respond to each review appropriately.

The Best Way to Respond to Positive Car Dealership Reviews

Responding to positive car dealership reviews and rating is less stressful and more straightforward than replying to negative reviews. However, not a lot of car dealers will be taking their time to comment on positive reviews. You may not be aware that proper responses to excellent reviews can deliver astounding benefits to your dealership. Perhaps the most immediate use is that it improves the relationship between you and the consumer. It increases the likelihood that you will transform them into repeat customers. Understand that this is not a one-time interaction; your client will return to you for the monthly payment, regular maintenance, and service. You should convince them that you are taking some time to engage with them and show how you appreciate their lovely words.

Make it Personal

When responding to a positive Google dealership reviews, acknowledge them with their name. It adds a personal touch that will help them see your business in a positive light. Moreover, it is far more respectful and admirable than using the average ‘Hello’ or ‘Hi.’ In addition, you can easily capture the interest and attention of the people if you call them by name. It means that they will be more engaged with the conversation. Your client will also think that you remember their name and make them feel like a valued customer. Never give them the idea that you forgot their name as soon as they drove off your car lot.

Show Them That You are Grateful

Expressing your gratitude to your client will paint you a picture of humility and professionalism. Moreover, it gives them the notion that you are not only paying attention to dealership reviews full of complaints. All customers want to feel that they are appreciated. You can quickly achieve this by responding to their review with a simple ‘thank you’ and the reason why you are grateful to them. It also gives them a feeling that they are special.

Add Keywords and Dealership Name to Your Response

Google Dealership Reviews can have an impact on your search ranking. Therefore, you should consider adding the name of your dealership and a focus keyword to your response. Adding these terms increases the likelihood that the positive review will appear higher on the search result. It will help you push the negative review down to the last page of the search result.

Should I Be Formal?

You want to leave an impression that this is a friendly conversion, so you don’t want to be too formal. You need to show the personal side of your dealership to your audience. Use a more informal or chatty manner when you are writing your response. Moreover, you should not repeat your reply. Make sure that each of your answers to the positive dealership reviews will be unique. It shows that you have taken enough time to write and respond to your customer, which will mean a lot to them and those who are considering your business. No customer wants to receive a message that is copied and pasted.

How Should I Respond to Negative Car Dealership Reviews?

No one will be thrilled at the idea of getting negative reviews. However, these things are bound to happen if you are running a dealership. All car shoppers will experience a certain level of stress and anxiety; it will be impossible to avoid negative dealership reviews and rating from time to time. Ignoring these reviews can cause great harm to your company. However, if you choose to respond to them in a timely, pleasant, and professional manner, most of your prospects will be forgiving and will still choose you as their ‘go-to’ company in anything related to cars.

Sympathize and Apologize

Most customers will be forgiving if you show them that you authentically care for their satisfaction. If you show them that their bad experience with your company deeply saddens you, it acknowledges their feelings. Even if you think that you are not in the wrong, it is still essential to apologize. Customers are willing to give a dealership a second chance if they show that they genuinely feel bad about the terrible service.

Remind Them of Your High Standards

There is also a chance for you to take away the attention of your prospects to the negative Google Dealership reviews. For instance, you can remind them of the usual positive things that your customers will experience when doing business with you. Mention some of the positive words that your previous customers commonly share. Tell them that you regret to hear about their terrible experience. Follow this statement with ‘we have a reputation for delivering top-notch customer service’ and then acknowledge that you have failed them this time.

Communicate Privately

When handling a negative review, it will always be best to keep it short. You don’t want it to attract attention; it would be best not to give too many details to the public. You also do not want to encourage your other customers to leave negative car dealership reviews about you. With this, it would help to move your conversation away from the public’s prying eyes. For instance, you can provide them with your phone number or social media account to help you settle the problem privately. Any negativities that the client may say will now be strictly between the two of you. However, there are still some things that you need to remember when responding to them.

• Demonstrate that you are taking the necessary steps to address their problem. You should also remind them that this will not happen again.

• Never be embarrassed to admit that it is your fault. Your honesty will make you more trustworthy in the dealership industry.

• Replying to negative reviews is a chance for you to straighten things out and iron the misunderstanding between you and the customer. Think carefully about how you will respond.

• Remember that your reply will not only be for that person who leaves the negative review; you are speaking towards all your digital audience. Potential clients are also observing how you are replying to negative reviews.

Why Is It Critical to Respond to Online Car Dealership Reviews?

Now that you know how to respond to your car dealership reviews appropriately, we will enumerate some of the reasons why you should do it.

Letting the Customers Know You Care

If you are searching for your company name, you will usually pay attention to positive reviews. However, there are also instances when you will encounter negative reviews. Usually, you will take time to craft your response to negative reviews. You are more willing to invest your time in negative reviews; however, this should not prevent you from appreciating the positive reviews. 

Imagine how the customers will feel when you only pay attention to negative reviews and ignore their positive dealership reviews and rating. It leaves the impression that you care more about your business reputation than the customer experience. Instead of just managing negative reviews, use this opportunity to market your brand. If you take your time and respond to all reviews, you are marketing your company to existing and potential customers.

Increasing Your Customer’s Value

When you are responding to your customers’ Google dealership reviews, you have this opportunity to advance your marketing strategy to your existing customers. The customers will usually be aware of it when you respond to their reviews. Most listing sites, databases, and review platforms will notify the customer when your dealership responds to them. It will make them feel that they are appreciated and that you authentically care for them. It also increases the possibility that they will be a repeat customer. Most dealerships are just too concentrated on drawing the attention of new customers, ignoring their current customers in the process. Your customers will choose to do business with you once more if you publicly express your gratitude to them.

It Improves Your SEO

Whether your customer will leave you positive or negative feedback, it allows you to advance your SEO efforts. Most search engine sites, especially Bing and Google, will look for the most up-to-date and relevant information about your business. When responding to the car dealership reviews, be sure to highlight the experience and add keywords. For instance, you may be a dealership in New Jersey. You add the keyword ‘best car dealership New Jersey’ into your response. Nonetheless, you should avoid overdoing this, making the review sound robotic, and your customers think you are not authentic with your reply.

It Protects Your Business Reputation

If you don’t respond to negative feedback, you leave yourself more vulnerable to malicious comments and a poor reputation. It only takes a single poor review to cripple your dealership. However, companies with a solid reputation marketing strategy can quickly drown a few negative reviews. Customers are now savvy, and they understand that you cannot please 100% of your customers. The secret is to have a healthy collection of positive reviews in a way that makes the negative reviews almost negligible to your prospects. When you have hundreds of positive testimonials, they will usually ignore the occasional negative feedback, especially if you took your time to respond to all these dealership reviews.

Attracts Customers Who Will Leave Reviews

91% of the customers will read online reviews before choosing their provider. Additionally, 78% of the public trust online reviews; therefore, you should consider responding to every review. Your prospects will easily be convinced why they should choose you over your competitors. Replying to the car dealership reviews is a sign that you genuinely care about your customer and their experience. More and more people will start to trust your car dealership, and you will eventually become the leader in the market.

Do Your Business Need Negative Dealership Reviews?

While no one wants to receive a negative review on their social media channels, listing sites, and Google, it will be unavoidable, especially in the car sales market. You probably think that it will ruin the reputation that took too long for you to build. However, you will be surprised to know that it comes with some surprising benefits.

It Builds Customer Trust

Most customers will hesitate to work with a company with a perfect 5-star rating and glowing positive reviews. Customers understand that you can satisfy customers all the time. They may become suspicious of your company and that you are using paid reviews. About 95% of the customers will suspect that you are censoring the reviews or that you have fake dealership reviews and rating if you don’t have any negative testimonials. Additionally, 65% of the public will have a higher trust in a dealership with a mixture of positive and negative reviews.

It Provides Information

People aim to understand if their chosen dealership is suitable for them or not. They know that you can’t excel in all areas. It helps them consider if your advantages outweigh the possible drawbacks. When customers know what they’re getting themselves into, it will help them manage their expectations and avoid disappointment. It also increases the chance that they will have a satisfying experience with your dealership.

It Saves Your Relationship

Some experts will advise you to embrace the negative comments since they allow you to save the situation. It won’t be easy to salvage your relationship with your customer if you don’t hear back from them. The negative Google dealership reviews show that they still trust you and rely on you to turn around their situation. You don’t want to lose your customers without knowing the reason why.

It Makes You Look Good

The primary reason why most dealerships will not respond to negative reviews is that they are afraid that others will think that this will escalate. Responding to negative comments will make you look good and professional. Even if you cannot salvage your relationship with them, your prospect must see that you are willing to address the issue and treat all your customers with respect.

Leaving a thoughtful response to every review will help you earn the loyalty of the customers. It is an opportunity to build a solid reputation and to show the prospects that you care. Responding to all car dealership reviews will have a positive effect on your business.