Prince Knight

2015-10-10 17:36:00 -0400

My opinion (for whatever it’s worth which, admittedly, ain’t much):



This is a combination of an older public relations mantra, coupled with the web’s (and mobile communication’s) ability to comment publicly, and anonymously, and then be hijacked by anyone who’s feeling inferior and self-righteous.



There was a time when those in PR, particularly sales, but including retail and food services, where employees were taught to fix a client’s problem to the client’s satisfaction — a method of bringing the client/customer back for repeat business. This mantra was/is, “The Customer Is Always Right”, even when the customer is wrong. Initially, it DID do wonders for repeat business in the retail and food services industries. And then, like any principle taken by those with little conscience, it was abused. People started complaining in order to get something free, or upgraded free, or just to be able to take advantage.



Enter the anonymous wireless communications and the web. Now such complaints can be aired by any Harry Hardluck or Sally Sobstory (sorry, Disney and Pixar) who feels their “rights” (whatever those appear to be) have been infringed.



It’s beginning to seem that the consequences outweigh the benefits for business… and I would tend to agree. Even when the “customer” is wrong, the public appearance has to be assuaged, to retain sales and profits. But it would seem to be at the expense of decent investigation. How many false claims have been made in the last year? Does anybody remember the big furor over the family founder of the Duck Commander call? An article was written last year, selectively taken out of context, and the family and founder was soundly condemned in the media — to the point of their A&E program being cancelled. But why was it re-instated? (For one, I emailed both NAACP and A&E and lambasted both organizations for their lack of investigation — particularly as I found the entire written article, and read the whole thing… which, obviously, they hadn’t.) But what else was A&E supposed to do, the media would ask? Well, how about making a public statement that whatever “claims” or “complaints” were being thoroughly investigated, and the appropriate action would be taken at the appropriate time.?

But they didn’t do that. They just reacted. Everybody just “reacted”.



And therein lies the problem.



Everybody (so it seems/feels) is claiming or otherwise demanding their “rights”, and completely neglecting the corresponding “responsibilities”. And we see the results. Daily.

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