There is no way to avoid complaints in the automotive industry (or in any other for that matter). You can’t make all of the people happy all of the time. No matter how much effort you put into top-notch customer service, there will be those who simply won’t accept it as good. They may even want to complain about it online. This is where automotive reputation management comes into play.

As dealers pay more attention to the world of online reviews, handling the upset customers professionally and with empathy is a key. However, the ways that you go about achieving this is different from customer type to customer type. Identifying them can be extremely important.

This infographic by Pardot breaks down the different types of complaining customers you may run into on the internet. Knowing who they are is a way to make sure you handle the situation appropriately.