Why I Respond To Every Review - Good or Bad

I respond because I genuinely care. The great reviews are the easy ones to respond to for obvious reasons, but we learn more from the negative ones. If a customer has taken the time to write a review about his/her experience regardless of whether it was a good or bad experience, I believe we have an obligation to respond.

I personally wish I could do it face-to-face, because I feel so strongly about developing relationships in our industry. Companies grow because of those nurtured relationships when a customer develops trust, loyalty and friendships with those who represent the business. In fact, it is why I continued to buy Lexus vehicles from this dealerships many years ago. I purchased three vehicles from this very dealership before ever considering to work here. Why? Because I felt like I was being cared for. My sales consultant took the time to make me feel comfortable with the selection and purchase of my vehicle. However, I must admit I am extremely decisive, so his job was not that difficult, but I would not have returned had I not received the customer care I expected. To me it meant he simply returned my phone calls promptly and was available to answer questions as they came up between service appointments. It meant stopping by to help me get the garage door programmed when I had some initial difficulty. I realize these are small things to ask but not everyone will do them. Does your dealership do these things for you?

So back to why it’s so important to respond to every review. I believe what is most important when taking care of customer's needs is listening to what they have to say. It is how we learn what is important to them and at times where we may have dropped the ball. Reviews are often a report card on how our team is doing. What I have discovered in managing reviews is some unhappy customers may paint a negative picture because they did not get what they wanted. Even when they are leaving out many of the facts, it is not the place to get into an argument. No one wins in that situation. Instead, find out what the real issue is and direct them to a decision-maker in your dealership if they would like to discuss further. Most of the time they just want you to listen instead of making excuses or become defensive. We realize we won’t be able to please everyone, but if we do our best and the customer is reasonable about their expectations, nine times out of ten we can make them happy. Believe me, we want to sell everyone a car, but more importantly we want them happy with their experience! Lexus is known for providing amazing customer service and we want to do our part in maintaining that legacy.

In closing, I’d like to suggest the next time your business gets a negative or positive review, think about responding to them. Many times you will win over the unhappy customer by simply problem-solving a poor communication issue. The fact you took the time to not only acknowledge their comments, but thanked them for their feedback goes a long way, especially with potential customers watching how you and the business you represent respond to such reviews.

SusanLexus

?#ExperienceAmazing #CustomerService #Relationships