Turner 4 dealers's Blog

October 28, 2009

Be proactive not reactive

Filed under: Uncategorized — Joe Turner @ 12:17 pm

Had a conversation yesterday with a friend of mine that owns a Nissan store.  We were talking about how social sites like Facebook can be used by dealerships. 

  He was not excited about the prospect of engaging upset customer in the open on Facebook.  I certainly can understand his trepidation.  We are used to settling a customer’s issues in an office not in the showroom. 

  But the reality is that while we may have discussed and settled an issue with an upset customer behind closed doors in the past they still talked to their friends and family about what happened.  Social media today actually represents a better opportunity to earn the future business of not only their friends and family, but many others as well.

  By engaging the customer in an open forum you demonstrate to potential customers that you are a reputable dealer and can be trusted.

  So don’t be afraid to open up and engage your customer base online, you’ll be planting the seeds for future customers as well as retaining existing ones. 

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