> **TL;DR:** Negative reviews are inevitable, but your auto repair shop can leverage them for growth by responding effectively. Respond promptly and empathetically, apologize sincerely, and offer a clear path to resolution. By taking the conversation offline and demonstrating your commitment to customer service, you can turn detractors into loyal customers and boost your shop's reputation.
# How to Respond to Negative Reviews
As [auto shop owners and managers](https://auto_shop_digital.dudasites.com/), we’ve all been there. No matter how effectively you manage your business and focus on the [customer experience](/services/managed-google-business-profile), chances are, at one point or another, you will find yourself fielding a negative review.
While it’s easy to take these reviews personally and either ignore them or respond with vitriol, stop and remember one thing. Those that take the time to leave a negative review are usually some of your most engaged customers.
Think about it, if someone had a bad experience in your auto dealership they could easily walk away and quietly make the decision never to deal with you again. By leaving a review, they are reaching out and giving you an opportunity to deal with the situation and rectify the problem. Use this opportunity to not only mend that relationship but promote your business to new clients at the same time.
In the digital age, more and more of [your customers will find your [business online](/services/managed-google-business-profile)](https://auto_shop_digital.dudasites.com/). For this reason, it’s more important than ever to stay on top of these reviews and use them to your advantage. Read on as we take a look at the best things you can do when you receive a negative online review as well as some things you should avoid.
## What Not To Do
As a business owner, it’s easy to get upset when you see a negative online review of your business. Take a look at this list of what not to do when you find yourself in this situation.
### 1. Take it Personally
Now, this is easier said than done. When a less than stellar review from a customer threatens your business, it’s easy to take it as a personal hit, especially if you feel the review is unjustified. The problem with this attitude is, when you view negative reviews as a hit to you personally, you are more likely to come from a place of defensiveness and deliver a less than ideal response.
Rather than looking at negative reviews as a hit to you personally, try and look at the situation objectively and remember that the feedback is a result of the customer’s experience with your business as a whole, rather than you as an individual. It’s important to [have a positive attitude](http://corp.yonyx.com/customer-service/importance-of-a-positive-attitude-in-customer-service/) when dealing with complaints.
### 2. Get Defensive
Many business owners have fallen into the trap of [getting defensive when responding](https://www.linkedin.com/pulse/customer-service-people-skills-10-non-defensive-responses-kate-nasser/) to a poor review online. As well as antagonizing the customer who left the review, this will leave a seriously bad impression on all the future customers who come across the review, and your response to it.
Remember, the review is from your customer’s perspective, so regardless of how things usually run in your business, the review reflects their experience.
### 3. Hope it Goes Away
When you see a negative review directed at your business, it’s mighty tempting to bury your head in the sand and pretend it never happened. No matter how appealing that strategy may seem, it’s a bad move for a couple of reasons.
First, think about the number of potential customers that will see the review when they search for your business. When you take the time to write a well-formulated response to a negative review, it’s this response that will stand out to your customers.
If you ignore the review, it sends your potential clients the message that you don’t care about customer service and they are more likely to believe the negative review is factual.
### 4. Get Nasty
One of the biggest mistakes a business owner can make when [responding to online reviews](https://www.helpscout.com/helpu/customer-complaints/) is play dirty. Whether the poster is a garden variety online troll or just a genuine customer having a bad day, some reviewers will try and lure you into battle by using poor language or hitting below the belt.
The key takeaway here is that engaging in online fights will never leave you or your business in a good light. Regardless of who is right and who is wrong, refrain from stooping to the level of the reviewer. Instead, use the opportunity to thank the customer for leaving a review but explain you won’t engage based on their language or behavior.
### 5. Be Generic
You’re busy, we know. But taking the time to [craft a personal response to any negative reviews](https://blog.grade.us/one-worse-generic-vs-authentic-response-negative-review/) your business receives is well worth the time and effort. We’ve all seen the businesses that reply to their online reviews (both negative and positive) with the same generic spiel. This not only makes it clear the business doesn’t value the review, but it also sends the message to customers that the feedback **isn’t** being taken on board.
### 6. Post Fake Reviews Yourself
It should go without saying, but owners or staff posting fake positive reviews for their own business rarely ends well. First and foremost, it’s usually easy to [spot these faux reviews](https://www.inc.com/jessica-stillman/heres-how-to-spot-fake-online-reviews-with-90-perc.html) from a mile away. From overly descriptive language to insufferably positive experiences, fake reviews stick out like a sore thumb. Review platforms like Google, Facebook and Capterra often link through to a personal profile as well, increasing the chances that you will get sprung for posting a bogus review.
If potential customers come across one of these reviews and realize it was posted by you or a member of your team, not only will it make them question the quality of the experience your business provides for customers, it may make them think you have something to hide.
## What To Do
Now you know what not to do, read on for a round-up of the simple steps to take when replying to negative reviews to turn those customer relationships around.
### 1. Respond ASAP
This is important. When a customer leaves a negative review for your business, they often do it in real-time. Maybe they visited your auto shop this morning and had a poor experience with one of your sales team. By [responding to their review as soon as possible](https://smallbiztrends.com/2013/10/respond-to-customer-feedback-quickly.html) and taking steps to make it right, you can often catch the customer before they make a purchase from a competitor instead and ensure you save a client.
### 2. Think it Over
When viewing particularly bad reviews or ones that mention individual team members by name, it’s easy to respond in the heat of the moment and make rash decisions. This is almost never a good idea and can lead to you making some or all of the mistakes we outlined above.
Instead, when you receive one of these reviews, stop, take a deep breath and **think about the implications for your business**. While it may feel amazing at the time to fire back and give the reviewer a piece of your mind, the long term impact of that decision could have serious consequences for your business.
### 3. Read Carefully and Acknowledge the Problem
Customers who take the time to leave a review for your business explaining the situation are a blessing in disguise. By bringing a negative situation to your attention, they are giving you an insight into your business and the client experience you may not have had otherwise. Most customers who have a bad experience don’t inform the business owners of the issue, so appreciate the ones that bring it to your attention!
Use this to the [benefit of your business](https://www.helpscout.com/helpu/customer-complaints/) by taking the time to read the review, we mean really read it and address the specific issues raised by the reviewer in your response. Not only will this help you understand the problem and make any necessary changes, but it will also make the customer feel heard and go some way to repairing the relationship.
### 4. Reframe it in a Positive Light
Despite your best intentions as a business owner, sometimes things just happen. Maybe the reviewer caught you and your team on an off day and your normally top-notch service just wasn’t there. Remembering the number of potential customers that may see these reviews, [use your reply as an opportunity](https://www.helpscout.com/helpu/customer-complaints/) to call out the positive aspects of your business.
If the reviewer is diplomatic and references any positives in their review, make sure you emphasize these while also detailing the normally high levels of service you aim for in your business. This is also a great opportunity to thank the customer for their feedback and let them know that you appreciate their business.
### 5. Take it Offline
Once you’ve responded to the review, make sure you take the conversation offline. There’s nothing worse than seeing a business owner and a customer going back and forth in the comments section of a review site. Provide a direct email address or phone number for the customer to contact you directly and resolve the issue. This not only shows you are serious about resolving the issue but also prevents any further negative comments from being aired publicly.
### 6. Make it Right
This is the most important step. Once you’ve taken the conversation offline, make sure you do everything you can to make things right. This could involve offering a refund, a discount on future services, or simply apologizing and acknowledging their frustration. The key is to show the customer that you value their business and are willing to go the extra mile to ensure their satisfaction.
## The Takeaway
Negative reviews are an inevitable part of doing business, but they don’t have to be a bad thing. By following these simple steps, you can turn a negative experience into a positive one and even strengthen your relationship with your customers. So next time you receive a negative review, don’t panic. Instead, see it as an opportunity to show your customers that you care and are committed to providing the best possible service.
By Daniel Harman • August 24, 2020
Trusted by Auto Related Businesses
Focus on Your Business, Not Your SEO
As a dedicated automotive SEO agency, we understand the challenges auto shop owners face. You're experts at fixing cars, not navigating the complexities of digital marketing. That's where we come in.
Turn Visitors into Customers
Our marketing services attract qualified traffic and convert them into loyal customers for your shop.
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Our team of SEO experts handles everything - from strategy to implementation to reporting.
Proven Results
90-day performance promise. If we don't improve your rankings, we work for free until we do.
Everything You Need
Our marketing services are designed to attract more web visitors and ultimately leads for your auto shop business.
Marketing Services
Completely turn-key marketing service where our team of experts handle everything needed for your website and digital marketing.
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Detailed technical audit of your auto shop's website and competitors to identify growth opportunities.
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We Serve All Types of Auto Shops
From repair shops to detailing, we have experience working with a wide range of automotive businesses.
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Our simple 4-step process gets your auto shop online and growing in just 2 weeks.
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Request Free Strategy Call
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Complete payment and answer questions about your business, competition, and SEO goals.
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Client Success Stories
Real results from real auto shops. See how our marketing services transformed their businesses.
Auto Repair Shop • Los Angeles, CA
From Invisible to #1 in Local Search
287%increase
Organic Traffic Growth
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Lead Generation
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Local Search Rankings
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"Before Auto Shop Digital, we were barely getting any calls from our website. Now we're booked solid two weeks out. The ROI has been incredible - we've more than tripled our revenue from online leads."
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Owner, Rodriguez Auto Repair
Before & After Snapshot
BEFORE
Page 4
Google Rankings
AFTER
Page 1
Google Rankings
BEFORE
450
Monthly Visitors
AFTER
1,742
Monthly Visitors
BEFORE
12
Leads/Month
AFTER
54
Leads/Month
Before & After Snapshot
BEFORE
Not Ranked
Google Maps
AFTER
Top 3
Google Maps
BEFORE
8
Phone Calls/Week
AFTER
47
Phone Calls/Week
BEFORE
2.1
Star Rating
AFTER
4.8
Star Rating
Auto Body Shop • San Diego, CA
Dominating Local Competition
488%increase
Phone Call Volume
From 8 to 47 calls per week from Google
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127reviews
Google Business Reviews
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"We were struggling to compete with bigger shops in our area. Auto Shop Digital not only improved our rankings but helped us build a strong online reputation. We're now the go-to body shop in San Diego."
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Transmission Shop • Phoenix, AZ
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90-day performance guarantee
No setup fees or hidden charges
Why Auto Shops Choose Us Over Competitors
We're not just another marketing agency. Here's what makes Auto Shop Digital different from the rest.
No Setup Fees
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Clear 4-tier structure. No confusing 5+ tier systems. Know exactly what you're paying and what you get.
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What Our Clients Say
Don't just take our word for it. See what auto shop owners are saying about our services.
"We hired Auto Shop Digital in November to help more people find our shop on Google, they laid out a clear plan and handled the SEO so we didn't have to keep up with it. About two months in, we started getting more calls and more website traffic."
Sean Collins
1 review
a month ago
Posted on Google
NEW
"We've been here for years, but as the neighborhood changed, we weren't getting the new folks. The team at Auto Shop Digital helped us shake up our Google Maps, and now we're seeing a steady stream of new local customers. It's been a game-changer."
Vannessa
5 reviews
5 days ago
Posted on Google
"Auto Shop Digital has been great to work with. They fixed up our website and our Google Business Profile, and helped us show up better in local searches. They also helped us focus on the searches that bring in real customers. We're really happy with the results."
Luke Cooper
1 review
a month ago
Posted on Google
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