No good deed goes unpunished.
All too frequently I get calls from upset dealers, who, in the name of customer goodwill, provide free services or refunds for products, then despite this help, those same customers go to leave scathing reviews, or return demanding more service and products for free. So, what can you do?
The first thing is to always document in writing what you are offering to do, and be specific. It is good practice to have a “Good Will” form, for either a repair or refund. This should include that these services are for customer good will, and that they do not create any new warranties, or other agreements between the Dealer and the Customer. Also, make sure there is some language that provides confidentiality, and non-defamation. While you cannot proactively stop a customer from leaving a review, you are providing an additional service, or monies, and that will act as consideration for these new terms. For my clients I usually include attorneys’ fees as well, just in case you need to go and enforce your agreements. Always make sure they sign this agreement and keep a copy in their deal jacket.
Also, if you are communicating with the customer verbally, follow up with an email or other written communication with a summary of what was discussed on the call. This will protect you down the road if the customer claims you promised something different over the phone.
Taking these few simple steps should provide you the protections needed to help your customers and protect your Dealership at the same time. While most customers will be appreciative of your goodwill, for those looking to cause you issues stop them before they can start.