Turning complaints into a positive
Social media can work very well for businesses in the automotive sector but it should also be remembered that it can also work against you.
If customers have complaints about issues such as reliability or poor service they will often let off some steam on sites like Twitter, Facebook and user forums where everyone, including potential future customers, can read them.
Of course in an ideal world businesses would be best served by not having anything to complain about and failing that, should provide a robust complaints procedure whereby customers are not compelled to take their grievances elsewhere, but if they do, then it is often far better to engage and attempt to solve issues head on than ignore such comments in the vain hope that they will be ignored.
There are plenty of examples of how complaints on social media sites can be turned into positives, such as this one reported on econsultancy.com.
Monitoring sites like Twitter will help you to become aware of such issues and it’s easy to do. Even better, having your own presence and thereby a point of contact on social media sites can provide another channel for such issues.