Any business owner understands the reality, harsh as it sometimes may be, of online reviews. Sites such as Google Reviews, Yelp, and DealerRater, among many others, have given customers a platform to voice their opinions loud and clear, good and bad. While the positive reviews obviously help to boost your business’ appearance and attract new customers, negative reviews often have an even more widespread and substantial impact on public perception of your company.
Left unsupervised and unattended, disgruntled customers can create conversations with other customers on these platforms, fanning the so-called flames of dissatisfaction and even embellishing the original facts. Thus, it is extremely important to respond swiftly to negative reviews to contain the problems and turn a customer’s negative experience into a positive one.
However, it is just as important to have an expert understanding of just how to respond to dissatisfied and angry customer reviews. Time and time again, we have seen businesses retaliate angrily or crudely if they feel that the customer is in the wrong. This only furthers the business’ online reputation as potential customers are much more likely to read bad reviews than the good ones.
Today’s younger generations base their purchases largely off online reviews, spending weeks, if not months carefully researching a brand or company before committing to a purchase. If your online reputation portrays you in a negative light, you can kiss those future customers, and possibly your business, goodbye.
However, there is an easy remedy to complex process of navigating online reputation management – hiring a professional team of such as the Cajas Digital Agency to closely monitor and articulately respond to reviews as they are posted. Our public relations and social media experts are trained in how to navigate and de-escalate instances of customer dissatisfaction. We work closely with your own team of managers to ensure the correct parties notified before crafting carefully worded, personalized responses to ensure the customer is both acknowledged and a priority to your business.
The Cajas Digital Agency approach to online and social media management allows your dealership the ability to turn negative reviews into positive experiences, saving valuable business opportunities.