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Jared Hamilton
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JD Rucker

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Exclusive Blog Posts

Women in the Dealer Workforce: Where We Are & Where We Can Go

Women in the Dealer Workforce: Where We Are & Where We Can Go

It’s no secret that women make up a small portion of the dealer workforce and turnover among women is high. By not attracting and retaining women in the …

Car Subscriptions - Q and A with Bill Playford

Car Subscriptions - Q and A with Bill Playford

I had the chance to interview Bill Playford about car subscription services, and how they're going to change the marketplace. Take a look what this ins…

Be The Exception

Be The Exception

How brilliant marketers find and follow what makes their stories different in a world full of average content DrivingSales is excited to announce th…

Keeping Up with the Joneses in Quick Lube

Keeping Up with the Joneses in Quick Lube

More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…

It Has Never Been Easier To Be Average

It Has Never Been Easier To Be Average

It has never been easier to be average. This post was written by Jay Acunzo, who will be speaking at the upcoming DrivingSales Executive Summit in Octob…

How to Handle Complaints on Social Media

Social Media Complaints

There's a rule when it comes to handling complaints and bad reviews on social media. The same rule applies for compliments and good reviews, but those are easy. Handling the complaints can be challenging and you may not want to do it, but as a rule you must reply to everyone who is talking to you publicly whether it's good or bad.

This is an absolute rule. There are a couple of extreme situations when you don't reply, but they are so rare that I hesitate to mention them for fear that it could downplay the message that you should reply to everyone.

There's another rule that is unfortunately getting broken just about every day by many social media and reputation management companies. Canned responses should never be used. Every response should be personal, written by an actual human and not repeated. It's better to make a short, sincere response than anything that came out of an automated system. People can tell. You will never appear more insincere as a company than when you reply to someone talking to you on social media with a form letter.

In this infographic by Pardot, we have a chance to take a look at five of the most prominent "complainer types" on social media. If you can identify the category that a complainer falls into, you'll have a better opportunity to handle it appropriated. One does not have to be a psychologist to understand personality types. You just have to open your eyes and ears before opening your mouth.

Social Media Complaints Infographic

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