Hi Sara,
We’ve been hit with a few negative reviews, and it’s dragging us down. How do we respond and turn things around?
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Negative reviews are like that annoying fly at the summer barbecue — they’re a pain, but they don’t have to ruin the whole event. The reality is that most people who walk into a dealership are already in a bad mood. Why? Because something they need is broken, and simply having to deal with your business feels like a major inconvenience in their day. It’s not personal — it’s just life.
That said, how you handle these reviews can make or break how others perceive your dealership. Let’s break it down into three simple, doable tips to turn those negative reviews into an opportunity to shine.
- Respond Quickly, Calmly, and Don’t Take It Personally
First things first: don’t let that review sit unanswered. Responding quickly shows you’re paying attention and that customer feedback matters. Keep your tone professional, calm, and friendly. And let’s be real for a second: your business is probably your baby, so it’s easy to feel like negative reviews are personal attacks. But here’s the truth — they’re not! Take a deep breath and remember that this isn’t about you; it’s about their experience.
Here’s a simple response formula to keep things cool:
- Thank them for their feedback: Show you’re listening.
- Apologize (if appropriate): A little “I’m sorry” goes a long way.
- Offer to make it right: Let them know you care about fixing the issue.
For example:
“Hi [Name], thanks for bringing this to our attention. We’re sorry to hear about your experience and want to make it right. Please reach out to us directly at [contact info] so we can help.”
This approach shows professionalism and lets future customers see you’re proactive and customer-focused.
- Take It Offline with “I” Statements
After responding publicly, don’t let the conversation turn into back-and-forth drama in the comments section. Invite the customer to connect with you offline, but do it in a personal way — “I” statements are key. It’s not the dealership apologizing; it’s you showing them you care.
For example:
“I’m sorry this happened. I’d like to help resolve it. Please contact me directly at [number] or [email address] so we can sort this out.”
Taking ownership makes it personal (in a good way!) and often diffuses tension. Plus, once you’ve resolved the issue, politely ask if they’d consider updating their review. You’d be surprised how many people will come back with a more positive outlook once they feel heard.
- Learn From It and Highlight Improvements
Negative reviews are like free advice — not the kind you asked for, but still useful. Take a step back and look for the lesson. Ask yourself:
- Is there truth to their complaint?
- Is this an isolated issue or a recurring theme?
- What can we change to make this better for future customers?
Then, use your response to show you’re taking action. Here’s a lighthearted example:
“We’ve shared your feedback with the team (nobody likes a long wait!) and are working to improve our scheduling system. Thanks for helping us get better — we appreciate it!”
This tells potential customers you’re not just sitting back; you’re actively improving to serve them better.
Final Thought: It’s Not About Perfection — It’s About Progress
Negative reviews don’t have to be the end of the world. By responding promptly, taking things offline, and showing you’re learning from the experience, you can turn even the grumpiest customer into someone who sees your dealership in a positive light.
Remember, most people come to you frustrated because something’s already broken. It’s not about you; it’s about their bad day. Respond with empathy, focus on solutions, and you might just surprise them (and everyone else reading the reviews) with how much you care.
You’ve got this! 🌟
Sara Hey
