How to Deal with Negative Customer Feedback

When asked about negative online comments I say, “Any company that has been in business longer than 5 minutes has an unhappy customer. You simply can’t please everyone all the time.” How you deal with it is more telling than the fact that the negativity exists. The lack of control over what people say about businesses makes many owners uncomfortable.

I’ll let you in on a secret

The internet didn’t take away your control. You never had control. Control is only an illusion. The only thing you actually control in any situation is how you react. Continue reading

The Lady Test: Privacy, Decorum and Online Behavior

I passed a lady test today.

You’ve heard the saying, “A lady never _____.” No one ever said this to me directly but I did take note of class all by myself. I don’t live in a world where gloves, pearls, and finger sandwiches exist but the pearls are still the sign of a classy lady.

There is an image of this lady in my head. Sometimes she looks like Audrey Hepburn, quiet and graceful with doe eyes. Other times she is Claire Huxtable from the Cosby Show. A smart, clever, funny, beautiful woman that does not suffer fools.

When I am approached about my thoughts on privacy issues and the internet, the ghost of the lady is in my head. When Google Buzz unintentionally released users’ address books to all that they contained, the ensuing uproar over loss of privacy and security was expected. I heard somewhere that it’s really about control. We were under the illusion that we had control over our information. When we lose that control, we get upset. But the question I want to ask is, did we ever really have control to begin with?

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