I dont think its wise for Dealers to confront a customer on a forum, people on forums will nail you as a marketing shill real quick. I think you have to let members do it. If you know members in the forum who support your dealership, or have had good experiences at your dealership PM them. Just make sure they really are your freinds or they'll just end up posting the PM. Its a risky move.
If you go on a forum , create a user name and jump to a defensive position against a post about your dealership people are going to be all over it, and it will back fire if they know you work there, or think you work there.
So I guess what Im saying is that if you do want to do this, or do it the next time this happens you have to prepare for it and be stealth about it. ie. create a profile, and make posts for a long time just joining in the conversation so that when you do defend a post made by a customer you wont look like you work for the company when people check your profile. Sounds a little evil eh? Takes some planning and forethought. Personally I don't think its worth it. Members who know your company will defend you if they like you(your dealership).
Thats why I sometimes think its better to just let the thread die, every response only gives it more life.
What you want is for it to be off the front page as fast as possible.
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(I just want to add that the reason Im chiming in so much on this forum topic is because it is actually something I have many years experience in, I was a moderator for a couple years on what was at the time one of the top 10 most visited forums. I think they have something like 120,000,000 messages right now)
