LL - Asking a customer to edit their bad review
Asking a reviewer to edit their review can feel like a difficult task or, or seem like you are inconveniencing the reviewer, however editing a review is a quick and easy process for the reviewer who submitted the review. Reaching out with a private response asking a reviewer to edit their review can be an important final step in working with reviews, so to help you get started, copied below are some templates based on successful messages our dealerships have used in the past.
Please note that some of these templates require you to fill in specific information, and should not be copied and sent without first looking them over to make sure they deliver your intended message.
Response template asking a customer to update a negative review after resolving their complaint: Template one
Dear [Customer Name], Thank you for working with us to resolve the problems you experienced. Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. We appreciate the chance to work with you to resolve the situation, and remain available if you have any further questions or concerns. Our customer reviews are very important to us, and we hope that you will be willing to revise your review based on your further experiences. You can update your review by logging in to your DealerRater account here: https://www.dealerrater.com/login/ and then accessing "My Tools" to edit your review. We appreciate your time and your business. Sincerely, [Signature]
Template two
Dear [Customer Name], This is [Your name] from [Your Dealership], following up on your DealerRater review. We appreciated your feedback about your experience, and just as we are glad that you let us know something had gone wrong, we also rely on you to help let people know that we have made things right. Would you be willing to update your review to reflect your most recent experiences working with us? Our reviews are very important to us, and we want to make sure that your review reflects your current feelings. If you would like to edit your review, all you need to do is log in to DealerRater and access "My Tools" to edit your review. You can log in here: https://www.dealerrater.com/login/ If you still have any questions or concerns, please let me know and I will be happy to assist. Sincerely [Signature] Response template asking a customer to update the employee(s) tagged in their review: For a positive review:
Hi [Customer Name], We really appreciate your taking the time to review your experience here at [Your Dealership} and are thrilled to hear your kind words! However, I think you may have accidentally selected the wrong employee when you submitted your review. I believe you worked with [Name of Employee Customer Worked With]. Would you please take a moment to edit your review so that [Name of Employee] can get the credit they deserve? To edit your review, all you'll need to do is log in to your DealerRater account and access the "My Tools" section, where you can edit your review and update the employees worked with. You can log in to your DealerRater account here: https://www.dealerrater.com/login/ We appreciate your time and we look forward to working with you in the future! [Signature]For a negative review:
Dear [Customer Name], My name is [Your Name] with [Your Dealership] and I wanted to get in touch regarding your DealerRater review. We're very sorry to hear about your experience, and want to do everything we can to make things right. Please contact me so that we can discuss this further and work towards a resolution. The last thing I want is to inconvenience you further, but we take our reviews very seriously, and believe that you may have listed the wrong employee on your review. You have listed [Employee Tagged Incorrectly] on your review, and we wanted to check if this is who you meant to select? If not, would you please consider updating your review to list the correct person? All you need to do to edit the employee is to log in to your DealerRater account and select "My Tools" where you can edit your review, including the employees worked with. We remain committed to doing anything we can to fix the issues you experienced, so please contact me as soon as possible so we can discuss this further. Sincerely, [Signature]
Response template asking a customer to edit information in their review:
Hello, Thank you for taking the time to write a review about your experience. We really appreciate your feedback. We know your time is valuable, but wanted to ask if you would please consider editing your review. [Information] is incorrect, and we would really appreciate it if you could edit your review [explain desired edit]. You can edit your review at any time, all you need to do is login in to your DealerRater account: https://www.dealerrater.com/login/ and access the "My Tools" tab. Thank you for your time any your business, and let us know if there is anything else you need. [Signature]
Example:
Dear Kathy,
This is Lori and I’m the Director of Customer Happiness at Del Mar Laboratories. I wanted to reach out again and offer my sincere apology for the inconvenience you experienced with your purchase of Sanctuary SunScreen.
For all your trouble, we found a product that might be a better fit for you and we’d like to send you a complimentary bottle. It doesn’t contain any of the ingredients you were trying to avoid. You can read all about it here: Alastin SunScreen.
As we mentioned in our previous email, upon receiving your feedback we immediately processed a full refund for your Sanctuary order and updated the Sanctuary web page, with accurate information about the ingredients. We also contacted all of the customers who had purchased Sanctuary, to let them know what happened, and offered them a full refund as well.
As a small company, negative customer feedback has a very significant effect on how our business grows and improves and Dr. Chasan takes his good reputation very seriously.
Of course, we truly appreciate you bringing our mistake to our attention so we could have the opportunity to correct it ..and just as we are glad you let us know something had gone wrong, we also rely on you to help others know that we have also made things right.
Would you be willing to update the google reviews you left for Dr. Chasan and Del Mar Laboratories to reflect your most recent experience in working with us?
I’d really appreciate your help and understanding.
Please know that we deeply value your relationship with Del Mar and are committed to providing you with the highest level of service simply because our customers deserve the very best, so I hope we can regain your confidence.
If you still have any questions or concerns, please let me know and I will be happy to help. I’m also looking forward to hearing from you about receiving the Alastin SunScreen.
To edit your reviews, all you need to do is log in to your google account then click each of the links below and then on the 3 dots beside each review.
Sincerely,
Signature