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Brilliant post, Carol! So many companies and their personnel say no when they could so easily say yes, talk instead of listen, and defend instead of rectify. I try to treat each and every one of my customers, or prospective customers (which is everyone I ever meet), as someone whose needs I am happy to be able to fill. It makes me nuts when I am the customer, and I still find I am the one trying to make the transaction work to everyone's satisfaction, rather than the other way around. This hotel obviously thought going through the motions was good enough.

3 years, 11 months ago on How to Piss-Off Your Customers without Really Trying

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@Doug_Davidoff You know what's really ironic is that use of social media like Twitter seems to actually make (young) people feel connected in the sense that Harrison uses it. I am of a different generation and doubt if I would feel differently towards big organizations like the NFL, Goldman Sachs, Democratic party, etc, even if they were very effective in communicating with individual followers. But I guess that to a large degree, entities that aren't active on these social media don't exist to today's young adults. I guess it's kind of like the Yellow Pages for us old folks, ha ha.

3 years, 11 months ago on Two-Minute Drill: NFL’s PR Mess Goes from Bad to Worse

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@Doug_Davidoff Good point, but I think Harrison's comments speak to the visceral reaction that fans have to high-profile players, and to the impact their lack of social responsibility has on impressionable individuals. The ever-lowering standard of behavior expected of these millionaire athletes feeds into the growing divide in our society between the have and the have-nots, between the entitled and the productive, and between the caring and the amoral. Of course, the same can be said of corrupt politicians and business leaders, but what they do really damages us. Sports is entertainment, and perception is their main product.

3 years, 11 months ago on Two-Minute Drill: NFL’s PR Mess Goes from Bad to Worse

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