No matter what we do as dealers, there is always one person that takes it upon himself to create a situation that I feel is a form of bulling - customers who threaten to 'Post, blog and Yelp' about their experience at a particular dealership until they get what they want no matter how unreasonable.

We are all very concerned about our ratings in one form or another and a ‘rouge’ customer can be very damaging.  We seem to have very little recourse in these events and invariably give in to the customer further perpetuating the problem.

Example:  Customer brings in a 2007 complaining that the Sunroof is making a noise.  The car is out of warranty by the way.  We inform the customer that indeed there is an issue and it will take $1800.00 to replace.  Customer is not happy and calls manufacturer who offers to pay half.  Customer still not happy and sends dealer an email explaining that they are going to blah, blah, blah till it gets fixed. By the way, customer brought car used from ANOTHER dealership.

Example:  Customer complains that they could not pick car up from service ay requested time and posts on Yelp.  This was an event that happened in December of last year and its now July (we closed early for Christmas Party).  Yelp would not remove post.

This is driving me nuts, as I really want to be firm with these 'bullies'.  Does anyone have any ideas how we can mantain some dignity and protect our reputations?