What seems to be an unfortunate fact about business, in general, is that no matter how good you do your job, you can’t make everyone happy. That is especially true in customer-service oriented occupations, such as vehicle sales.

If your dealership has never received a negative review on any of the review sites online, congratulations, you are part of a very small minority. For the rest, the folks at DealerRater have assembled a few tips you can follow when you need to respond to negative reviews made online.

First and foremost, the most important thing you can do is respond. While many customers will glance over negative reviews as they research a dealership, they really pay attention to the reviews that get responses due to the fact that so many go unanswered. At the very least, responding responsibly shows you care about what your customers think.

Here are the other four recommended response tips from DealerRater:

• Acknowledge and apologize when necessary.
• Use active voice.
• Use personal pronouns.
• Be specific.

Want some more insight into these tips and more advice on the topic? Check out DealerRater’s full post on the topic here.