The Dealerist's Blog

October 30, 2009

Use Social Media to be proactive

Filed under: Uncategorized — Joe Turner @ 6:51 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.


1 Comment »

  1. Joe,

    This is so true! Being in a reputable Nissan Dealer myself and on open forum as often as possible.. It is best to deal with any problems head on. If you are not out there then I suggest you do so. Never mind the advertising end of things.. Those themselves are huge.. But the attitude you take towards these things must be positive. Why more dealers are not in this section I do not understand. Its FREE. I see it as a way to get in front of more potential customers. Service/Parts/Sales. And STAY in front of them. We all know our blast emails to our own data base just get the “please remove me” response. But when you post on Facebook… How many do you think just might click threw? Or even better.. As you stated. Someone goes home and is not completely satisfied with there visit… There is what most believe to be a third part site (weather it is facebook or not) that some will voice there opinion. And you get that chance you may have never gotten to respond and “fix” it. Its like having your own review site/advertising/ media site. I say kudos to those who are not afraid to be in the public eye.. and to possibly be weary of those who are not.

    Have a great day and keep smiling!

    Jereme Erlandson
    Bertera Nissan

    Comment by BerteraNissan — November 3, 2009 @ 2:40 pm | Reply

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