Many times customers have frustrations with a vendor or business. There are many ways to deal with that – or try to deal with that. Frequently it involves being on the phone (or trying to find a live person in the phone) and “talking” with “customer service.”
Having a blog, and having had it now for a number of years, I know that I can always go here and say whatever I want. I know that. However, as I have said before - because I can, does not mean that I should.
To the best of my knowledge, I have only complained about one company by name. I have written about frustrations, but I’m pretty sure that I’ve only mentioned a name one time. (Notice how I’m not using that name here?) I have been with that organization since 1978. I felt like I was betrayed. And, I didn’t think anyone would ever notice, because they are a giant organization. Well, I was wrong there. My stats showed that a senior VP did find my blog and did find that particular post. They didn’t respond to me, but I’d bet $100 that they did read. They are trying to listen… trying…
I think it can serve a purpose to air some dirty laundry. I think it is a choice that anyone can make, when they decide how they want to deal with concerns or frustrations. I just don’t think it works very well to air dirty laundry – in public.
Ooh. I just remembered that I actually have named more than one company when complaining in pubic, via my blog. So, maybe there is more than the once or twice. That’s all that I can remember right now. – - The other company responded in minutes and offered suggestions and clearly listened. We disagreed on some things, but they really listened. That company has been around a while, and is also huge. The product I’m speaking of is fairly new, and their response was fitting for the product, and fitting for the subject of this blog post.
UPDATE: In checking my Rants tag, I noticed a few other names mentioned. I think I’m learning more every day, and more about what may work and what may not. This post is more about what works, than what does not. Well, that’s the spin I’m putting on it, right now. 
This morning I needed to check on a few trouble ticket issues with another vendor I work with. I’ve been having some issues for a few weeks now. Those issues are not resolved, and the end result is that they are causing additional pain. I have talked with 3 different representatives on the phone. I have submitted several trouble tickets and have updated them frequently. But, now the frustration has run it’s course, and I am going to move on. I am going to take a decent amount of business and move it to another vendor. Even if I have similar frustrations, they will be starting with a clean slate, and there will not be “years” of baggage there, as I begin to work with the new company.
So… in this case, and in most cases, I don’t really think it is a good thing to complain (in specifics) about a company or an organization. I think that it says more about the person launching the complaint, than it does about the recipient of the complaint – - even if I am right.
I am trying to affect change, not just voice frustration. I am trying to influence others, not just aggravate people who disagree with me. I am trying to get things done, not spin my wheels – - even if I am right.
That is why I don’t often use my blog as a weapon.
Filed under: Blogging, Leadership, Listening, Perspective, Rants, Writing
[...] However, I have since made some other posts on my own blog here. I realized that I don’t want to get into a tizzy about criticizing things. I know that blogs can be used as weapons. I’ve been there before, and I ain’t goin’ back. So, I removed some of my critical posts, and I noted that. So, when some of the pingbacks on my Cut’s comments go to a page not found, that is why. [...]