responding to on line reviews

[carnut2]

Anyone else get burned by the invisible reviewer?

I have, on two occasions, tried to be proactive about negative reviews posted on line. Both times it turned out to be a circular no win situation. I try to find out if the person told an attendant at the time that he was dissatisfied, he says no. I offer to leave a free wash in the office for him to try us again. He just keeps trash talking.

Is it better to leave those alone and hope they dissappear? It seems like the more you engage some of these people the more aggressive they become.

BTW the other guy was posting that we double our prices and had a misleading guarantee. The terms of the guarantee are on every receipt we print.

 

[madscientist]

In my opinion you ignore and let your good customers counteract with good reviews, but I have self serves and automatics. Their problems are usually the result of their own inability to read instructional signs. I don't know how many people check web reviews before visiting a SS for the first time. It's more of a convenience decision, usually. After their first visit, they can decide for themselves. With an express exterior or any type of full service wash, you may have many more potential customers checking web reviews before their first visit.

Maybe someone else can chime in with some knowledge in this area?

I've looked at lots of online car wash reviews and management responses, which led me to my decision to ignore the few complainers who resort to a Yelp review rather than a phone call and quick resolution.

 

[Earl Weiss]

I've responded in polite terms to idiotic posts like "Go in the morning because the soap is better" only to have my response pulled by the site. It's a no win situation. Enlist people to make positive reviews.

 

[Whale of a Wash]

Just make a complaint to the online-bitch website like yelp or whatever and they usually remove it. Those websites seem to be tailored to trash talk. There are also companies for so many dollars a month will Manage online reviews. - another scam
I get calls all the time. For only $129 a month we Manage your online reviews--- or never look at the Mafia type sites. Don't respond as it will either get removed or altered