Handling Negative Reviews

Bad reviews happen to every business.  They're an opportunity to shine.

Deal with reviews both online and offline.  Solve the problem if you can, and get the customer to leave an update or respond and tell what you did to solve the problem.

If the customer is not an ideal customer for you, then learn that lesson from the bad review and adjust your customer intake procedures. If it's a one-off bad review, potential customers will understand.  If it's becoming a trend, there is something you should think about changing in regards to your business. 

Communication before, during and after a repair experience helps to ensure you won't get as many bad reviews because you're keeping in touch with your customer to understand what they're thinking and feeling.

Responding to a bad review:

  • Be empathetic and really listen to the customer's concern
  • Don't be defensive
  • Be human and use it as an opportunity to show your personality and sense of humor

Drown out bad reviews with good ones: 

  • Make sure you're getting regular feedback from your customers and that it's showing up in places that matter
  • Prioritize and invest in your online profile so you don't end up with bogus reviews from your competitors or disgruntled ex-employees
  • Making sure your profile is complete and has current data which will cause it to show up higher in Google search results

Negative reviews are inevitable. Learn more from automotive industry experts, including RepairPal's Shop Network VP/GM, Kathleen Long.

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