DealerRater Panel

Dealer Panel: Email Templates

Email Templates


Requesting a DealerRater Review

Dear (insert customer name),

Thank you for your recent (Vehicle Make purchase / Vehicle Make service) at (Dealer Name). I truly hope we have exceeded your expectations and that we were able to provide you with an excellent experience.

Your feedback is very important to us. If you had a moment, would you mind please leaving a review for us on DealerRater?

Please click the link to find our DealerRater review page: (insert your “Write a Review” page URL*)

I appreciate your consideration and look forward to working with you again in the future.

Sincerely,

(Sales/Service signature)

__________________________________________________________________________________________________________________________________________________________

Dear (insert customer name),

From the team at (Dealer Name) we’d like to extend a big “Thank you” for the opportunity to recently assist you with your (Vehicle Make purchase / Vehicle Make service). It was a pleasure working with you and I hope we were able to provide you with an excellent experience.

We take your satisfaction very seriously, and would truly appreciate any feedback you may wish to share. If you had a moment, would you mind submitting a review regarding your experience with us on DealerRater?

Here is the link to our Review Us page: (insert your “Write a Review” page URL*)

Thank you again for the opportunity to earn your business. I look forward to working with you in the future!

Sincerely,

(Sales/Service signature)

__________________________________________________________________________________________________________________________________________________________

Dear (insert customer name),

Thank you very much for your recent (Vehicle Make purchase / Vehicle Make service). Our primary goal is to ensure you are completely satisfied.

If you have any concerns, please contact us at (phone number). We value your feedback! Please take a moment to review us on DealerRater:

(insert your “Write a Review” page URL*)

Sincerely,

(Sales/Service signature)

__________________________________________________________________________________________________________________________________________________________

Email Template - Asking for reviews from past customers

Use the template below to reach out to your past customers, and ask them to share their story on DealerRater. Try contacting last quarter's customers. Going forward, be sure to use LotShot to build more reviews, faster.

Note:  please be sure you customize the information below with your own employee profile link, contact info, etc.

Subject: Please Review SALESPERSON NAME at DEALERSHIP

Hello <{CustFirstName}>,

I wanted to check in and see how your new vehicle is doing and thank you for becoming a member of our DEALERSHIP family.

I’m working on building my online reputation and would really appreciate it if you took a few seconds to write a story about your experience with me and DEALERSHIP.

Please click on the "Rate me" link below: THANK YOU!

CLICK HERE TO RATE ME :)

Also, please remember to refer your friends and coworkers so I can provide them with the same great service.

Thank you,
Name
Position
Dealership

Cell 555-555-5555
Email Address

__________________________________________________________________________________________________________________________________________________________

Response Templates - Asking a reviewer to edit their 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 DealerRater 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. If you need assistance with sending a private response, you can click here for instructions.

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]


__________________________________________________________________________________________________________________________________________________________

Private Responses to Negative Reviews


Dear (Username),

We are disappointed to read that your recent experience was not satisfactory. It appears as though we mishandled your situation, and for this, we apologize. We do not want anyone to leave our dealership believing we have not made every effort to earn their business. At (dealer name), our focus is to provide consumers with excellent customer service. You may contact me anytime to voice any additional concerns.

Sincerely,

(contact name)

(title)

(phone #)

__________________________________________________________________________________________________________________________________________________________


Dear (Username),

Thank you for taking the time to share your comments and feelings about our dealership on DealerRater.com. Even though your comments did not shine a positive light on our dealership, it is helpful to us in finding out where some of our weaknesses lie, whether in our personnel or our processes. We apologize for your experience and we appreciate your feedback. We hope for a future opportunity to make this right for you. You may contact me anytime to voice your concerns.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________


Dear (Username),

On behalf of (Dealer Name), I would like to apologize for your frustrating experience with our (service/sales) department. The situation you’ve described is not typical for our dealership, and your feedback has been taken into serious consideration. Your business is very important to us and we’d like to regain your trust. If you are open to discussing this issue in further detail, please contact me at your earliest convenience so we can work towards a resolution. Thank you for alerting me to this issue and I look forward to speaking with you soon.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________


Dear (Username),

(Dealer Name) participates in the DealerRater Certified Dealer program. We are committed to providing high-quality customer service, but based on your DealerRater review, you did not share that experience. This is very disappointing to us, and through this program, we have the opportunity to work with you to resolve any issues with our dealership. You can reach our (sales/service) department at ___________, or if you provide additional contact information we will try to contact you during business hours. Thank you for taking the time to provide feedback and we hope to resolve this for you in a timely manner.

Sincerely,

(contact name)

(title)

(phone #)


________________________________________________________________________________________________________________________________________________________________________________


Dear (Username),

Thank you for bringing this to our attention. We are concerned about your comments and would like to get in touch with you to discuss this matter further. At (dealer name), we take customer reviews very seriously. Please contact me, ____________ (title) (phone). We look forward to working together with you to come up with a solution.

Sincerely,

(contact name)

(title)

(phone #)


________________________________________________________________________________________________________________________________________________________________________________


Dear (Username),

My name is __________, (title) at (dealer name). I’m very sorry to hear about your recent (sales/service) visit. If you could please give me a call at (phone #), I would like to see if I can offer some assistance with the _____________ issue. I look forward to hearing from you soon.

Sincerely,

(contact name)

(title)

(phone #)


________________________________________________________________________________________________________________________________________________________________________________


Dear (Username),

We are sorry to hear that you had a less than excellent experience in our (sales/service) department. Each of our customers is a valued part of our operation and should be treated as such. Your experience is not normal practice for us and we apologize that you did not receive the level of service you expected. We would appreciate the opportunity to speak with you regarding your experience. Please contact me at your earliest convenience as I would like to discuss your experience with you in further detail.

Sincerely,

(contact name)

(title)

(phone #)


________________________________________________________________________________________________________________________________________________________________________________


(private response to ask more details about the visit, when the review seems unfamiliar)

Dear (Username),

I would like to first personally thank you for your business, and also apologize that you did not have a fully satisfactory experience at our dealership. In order to look into this issue, can you please provide me some details about your visit such as your name, and date of purchase or visit? I am here to help and hope to provide a resolution.

Respectfully,

(contact name)

(title)

(phone #)


________________________________________________________________________________________________________________________________________________________________________________


(private response offers a complimentary oil change & detail – could also be a discount, gift/gas card, etc)

Dear (Username),

My name is (contact name) and I am the (title) here at (dealership). I would like to invite you to call me so I may personally handle your vehicle concerns, and make sure your experience lives up to the standards we have set here. I would also like to offer a free oil change and vehicle detail at a later date of your choice. Please call me directly to set up a time to make this right for you. Once again, I am sorry you had an unsatisfactory experience, and thank you for any opportunity you would allow me to make it right!

Respectfully,

(contact name)

(title)

(phone #)


________________________________________________________________________________________________________________________________________________________________________________


(responding to an older negative review on your review page)


Dear (Username),

Thank you for taking the time to provide feedback regarding your experience here at (dealership). Since your review was posted we have made significant changes to our business and staff. We are asking if you will give us the opportunity to make this up to you for service needs, or when you are in the market for a new car. Please contact me directly and I can assure you that we will provide a positive experience.

Sincerely,

(contact name)

(title)

(phone #)

__________________________________________________________________________________________________________________________________________________________

Public Responses to Negative Reviews


Thank you for the candid feedback on your experience with my staff at (dealer name). I sincerely apologize for the level of service you received. I realize we are not perfect, and feedback like you have provided is one of the only ways we can improve. I have already set up a meeting with the involved parties to review your experience with them, and see how we can prevent this from happening in the future. Congratulations on your purchase, and thank you for the opportunity to work with you. I know you will enjoy your (make/model), it is a great vehicle.

Respectfully,

(contact name)

(title)

(phone #)
__________________________________________________________________________________________________________________________________________________________

It pains us to hear your feedback regarding your recent dealership experience. I can assure you that our team goes to great lengths so that customers like you have any and all relevant information they need to make the best, most informed ______ decision. Please do not hesitate to contact me here at the dealership. I would welcome the opportunity to speak with you in more detail about your visit.

Respectfully,

(contact name)

(title)

(phone #)
__________________________________________________________________________________________________________________________________________________________

On behalf of the ________ team here at ____________, I sincerely apologize that you had an unpleasant experience. Thank you for taking the time to provide us with this feedback. The frustration you encountered due to the _____________ is understandable and your experience is unacceptable. We would like to discuss this further with you, please do not hesitate to contact me at your convenience.

Respectfully,

(contact name)

(title)

(phone #)


__________________________________________________________________________________________________________________________________________________________
(Customer posts negative review expressing dissatisfaction/miscommunication with pricing)

We apologize for your negative experience. At (dealer name) we are committed to fair, honest pricing. It’s unfortunate that there was a miscommunication and you were unhappy after pricing was discussed. We value our customers and truly appreciate the time to share your opinions. Please contact us at your earliest convenience so we may fully understand your grievances and work to change your opinion of our dealership. Again, thank you for taking the time to write this review. We look forward to hearing from you.

Respectfully,

(contact name)

(title)

(phone #)

__________________________________________________________________________________________________________________________________________________________
(Customer posts negative review expressing dissatisfaction about something the dealer is unable to do)

Thank you for taking the time to write your review, we are truly sorry we were unable to _______________. Despite our dealership’s commitment to accommodate customer needs and request as much as possible, we were not able to ______________. We take pride in our customer service and have always put the interest of our customers ahead of our own when possible, even when ___________.

We empathize with your situation, and hope that you are able to find resolution for your _________________ needs. If we can assist you with any other matters, please contact me directly.

Respectfully,

(contact name)

(title)

(phone #)

__________________________________________________________________________________________________________________________________________________________


Private Responses to Positive Reviews

Dear (Username),

Thank you so much for your thoughtful review! We appreciate your time and the extra effort it takes to provide your feedback. We feel strongly that it’s vital for our customers to hear firsthand from other customers about their positive experience. We are striving to ensure that everyone who visits us will recommend us to their friends and family, and we’re happy to hear that you agree! On behalf of your friends here at ___________, enjoy that ride!

Sincerely,

(contact name)

(title)

__________________________________________________________________________________________________________________________________________________________

Dear (Username),

Congratulations on your new (make/model)! We welcome you to the family. We strive for customer experiences like this, and could not be more pleased. We truly appreciate your business and hope to work with you for years to come. I will make sure that ________ and _________ know how pleased you are with their service. Once again, welcome to the family and we sincerely hope you enjoy every mile in your new (make/model)!

Sincerely,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


Dear (Username),

Thank you for taking the time to share your comments and feelings about ___________. (He/She) is a valuable team member that goes above and beyond to meet our client’s needs, and we are so pleased that was your experience. It is truly rewarding to see your comments as they reflect a customer who takes the time to focus on the positive. Thank you very much for your feedback!

Sincerely,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


Dear (Username),

On behalf of the (dealer name) team, we thank you for allowing us to earn your business. We appreciate you sharing your sales experience with us and others, and we look forward to servicing your new (make/model) in the future.

Sincerely,

(contact name)

(title)



__________________________________________________________________________________________________________________________________________________________


Dear (Username),

We’re glad that _________ was able to address your purchasing needs and to place you in a (make/model) that met your specifications. We appreciate you choosing (dealer name) as we recognize that you had many different dealers to choose from, and we hope that you enjoy your new (make/model)! Please come back and see us again soon!

Sincerely,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


Dear (Username),

It’s great to hear that your visit with us earned a 5-star rating! It’s also great to know that it’s an experience you’d recommend to friends and family as well. We couldn’t ask for more admirable feedback, and thank you for taking the time to share it!

Sincerely,

(contact name)

(title)

__________________________________________________________________________________________________________________________________________________________

Public Responses to Positive Reviews

We are happy to hear that you got exactly what you wanted out of your car-buying experience with us at (dealer name) in (city). We wish you safe travels in your new (make/model) and look forward to seeing you again soon!

Respectfully,

(contact name)

(title)

__________________________________________________________________________________________________________________________________________________________


Congratulations on your new (make/model)! Thank you for taking the time to write about your experience. It is wonderful to hear that _____ and _________ were able to provide you with the excellent experience we strive to provide all our customers. We look forward to working with you again in the future.

Respectfully,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


On behalf of us at (dealer name), I would like to thank you for sharing this great review about our dealership! We are thrilled that you enjoyed your experience with __________. We will be sharing your feedback with our team. Enjoy your new (make/model), and please revisit us soon!

Respectfully,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


Hearing that you had “______________________” experience is the best thing we could hope for! Your recommendation means a lot to us. Thank you for choosing (dealer name) in (city). We wish you many happy miles in your new (make/model). We look forward to serving you for many years to come!

Respectfully,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


Thank you so much for sharing your experience with (dealer name) and _____________. Our goal is 100% customer satisfaction, and it sounds like we achieved that goal with you. We want every experience to be “five stars”! Glad to hear you love your new (make/model). ___________ and the team will be thrilled to hear your feedback!

Respectfully,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


We would like to thank you for your recommendations and this fantastic review. Our team of professionals is dedicated to providing you and everyone else who visits (dealer name) with only the best there is to offer. It’s so lovely to hear that ________ and _______ helped to make your experience such a positive one. Enjoy your new (model/make)!

Respectfully,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


We couldn’t be happier that ________ provided you with a great car buying experience. She is a real asset, and we are lucky to have her on the (dealer name) team. We hope you are enjoying your new (make/model), please come back to visit anytime!

Respectfully,

(contact name)

(title)


__________________________________________________________________________________________________________________________________________________________


Thanks for making the trip from (city/State) for your purchase of your new (make/model)! ___________will be here next time you need another vehicle, so come see her! We appreciate your business, thank you again!

Respectfully,

(contact name)

(title)


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