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Responding to Reviews?

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#11
kevinfrye said:
I look back to my eBay experience - if I looked at a PowerSeller on eBay that had 1000 positive reviews and few negative reviews, it didn't bother me at all. There is always a person who can never be satisfied, and most everyone recognizes that. When we get a negative review, we work to first see if we can resolve any problems with the customer, second - we train to fix any problems and become better, and sometimes finally, we realize that we will at times have a situation that can never be resolved to the customer's satisfaction, and we share our apology that we did not meet their expectations and move on...
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Probably the best example/way to put it.
 

✨ AI Highlights

A dealership seeks advice on responding to a false negative review where a customer claims they were promised new tires but received slashed ones. The consensus among industry professionals is to avoid defensive or confrontational replies—instead maintain professionalism, acknowledge the concern briefly, and focus on building a strong overall review base rather than engaging in debate with unreasonable customers. The key insight is that responses are written for potential customers, not the reviewer, and any defensiveness will backfire; if you have solid reviews overall, one false review matters little and shouldn't be "paid off" through appeasement.

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