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I was on the phone with a dealer friend of mine in our 20 group. About a month ago, there was a nasty post on their Facebook page about a deal that went south and the dealer wouldn't refund their money to them. I just happen to be on Facebook at the time of the post and sent her a text to make sure that she saw it right away. Initially while she was doing some investigation, she couldn't find this customer anywhere in her system. She responded to the upset customer on Facebook to contact the General Manager to get this issue resolved. They didn't hear from the customer right away and thought that this was maybe a bogus post and was going to delete it from their page. Low and behold, a call came in. After a message back and forth, they finally got a hold of the customer.
Here is what happened. The customer wanted out of the deal for some reason. He called the salesperson and let him know, but he didn't want to lose the deal and said that they couldn't have their money back and actually hung up on the customer. The hang ups happened a few times. Since the customer didn't have a Facebook account, he decided to open one up since this dealership has a good presence on Facebook to voice his concerns and that he would never do business there as a result of this incident. He was heard and the situation was resolved. The customer ended up deleting the string of comments on his own.
So what is the correct way to respond to that upset customer online?
Let's face it, we all will have them come in and it all boils down to how you handle that upset customer. Not everyone can be happy and it happens.