Social media – for many of us – is a way to publicize exciting news, daily information or other fun elements that you would like to show to your followers. To others, however, it is an avenue to express their honest feelings about you or your business. In the auto industry, people can take to your social media profile to express possible dissatisfaction with a good or service you provided (or to take it out on someone after having a bad day). Here are a few ways to handle negativity on social media:

  • Respond. One of the most powerful ways to handle negativity is to take it into account and respond. Keep a cool head and inform the user that their comments will be taken into consideration. If your dealership made a mistake, correct it and let them know (publicly) that it will be resolved as soon as possible.
  • Make a change. If your dealership is receiving multiple inquiries regarding the same concern, do something to change that aspect of your business. Make sure commenters know that their feedback is helpful and is changing the way your dealership operates. Always accept constructive feedback from customers that frequent your dealership.
  • Stay calm. As mentioned above, constructive criticism can greatly help your dealership grow. However, some people will make inaccurate claims that can damage your dealership’s reputation. In those situations, it is important to first stay calm and not react with anger. Keeping a cool demeanor throughout adversity is a great way to show poise and class in the professional setting.

In all, negative comments will stream through your social media sites at some point – all business in the professional world are putting themselves at risk of negativity just by being present on the internet. However, the way you handle those comments can really define your dealership in the long run. For more advice or to learn how Client Connexion can help you better connect with customers, start a Chat below! Have a great weekend, everyone!