" I on the other hand think a Facebook rant is an opportunity to engage with a customer and either, Resolve, Clarify or explain. "
However, having a rant isn't the way to get anything done, for a start it makes it difficult or impossible to get a sensible, official response.
The problem with the social media approach, especially the unmoderated social media response, is that the mass of opinion is not balanced by fact, and anyone presenting fact is howled down, often by those who have an agenda in 'leading' the anarchy.
On this thread we have already had the view expressed that Clubs and Committees don't represent drivers because, on the whole, drivers can't be bothered to contact their clubs or committee members even on days when they may be in close proximity in the pits.
Apparently it has to be the clubs and committees who sit and read through the many rants and raves and try and make sense of 'what their drivers want', even when what they want is often contradictory, even from the same person on the same day!
It would also help if the opinions expressed in social media were coherent or based on experience, but too often they are not. And there is little to indicate whether the person writing the rant is a young, possibly very young driver or the person who finances their driving. Should the clubs take more notice of the wants of the driver or the person who pays?
These problems exist even at the level of governing the country. You elect an MP who is expected to
1) Try and understand what the voter wants, even if the voter cannot express that rationally.
2) Try and integrate that into what is possible, while being fair to everyone.
Of course it feels good to lead a complaint, it is much more difficult to resolve those complaints satisfactorily, and when decisions don't go the way that a small percentage of people want, then they will simply make a louder noise and create their own splinter groups.
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