There’s a reason that influencer marketing is popular: It’s human nature to care what others think. That’s also why online reviews matter so much—consumers are heavily influenced by other customers’ experiences with a product or business.
Managing these reviews (part of your online reputation) is essential to your business growth.
And while a hundred good reviews of your dealership is great for building trust, it can just take one bad review to dissuade a potential customer.
Unfortunately, when it comes to a bad experience, a little goes a long way. Research shows that customers dissatisfied with their experience will tell between nine and 15 people.
Your online reputation is critical to your next sale.
Heading into 2022, a couple of factors are at play with online reputation. Since the pandemic, consumer behavior has shifted. Customers have become far less brand-loyal and are open to trying something new for the sake of value. Couple these changes with the power of a negative review and it becomes clear: Managing your reputation online starts with managing negative reviews about your dealership.
One of the best strategies for dealing with bad reviews is to prevent them altogether.
Five Tips for Preventing Bad Reviews:
Tip #1: Provide Great Service
The first step is simply to ensure your customers receive exceptional service throughout their purchase journey. Like famed retailer Harry Selfridge once said: Take care of your customer, and your customer will take care of you. If your customers are pleased with the experience you’ve created for you, they’re more likely to leave a positive review.
Tip #2: Pay Attention to your Online Reputation
If you’re running a business, you simply must pay attention to what your customers are saying about you online. Reviews on Facebook, Google, or other sites specializing in customer reviews are necessary to monitor and interact with. A good social listening program automates this and can alert you to problem posts.
Tip #3: Ask for Direct Feedback
Follow each purchase with an automatic text or email campaign to the customer. Same-day check-in is critical since “post-purchase consumer regret” (PPCR) can begin immediately if anything has gone amiss in their experience.
This allows you to hear post-purchase complaints directly, and address them quickly — before the customer posts a negative review online. In short, intercept what could become a negative review before the customer gets the chance to write it.
Tip #4: Ask for a Review
Beyond just checking in with the customer on their experience, ask them to leave you a review.
It’s nice to offer an incentive, but just asking often nets positive results, and positive reviews can help offset negative ones.
Tip #5: Address Bad Reviews Publicly
If your social listening does uncover a negative review online, post a reply that apologizes for the experience, indicates it’s not up to your standards, and then take the conversation offline by inviting a direct discussion.
It’s important to address issues where other consumers can see for transparency. This is critical to building trust, and trust builds loyalty.
AutoSweet can help you protect your online reputation.
Fill out the form below for a free analysis of your current online reputation performance and a free strategy session on how you can start improving.
