The age of the Internet, with always-on ubiquitous connectivity to everyone, has created a friction-free path to exposing the worst of people: attacking others for their own failure. It's ugly and mean, but ultimately only smears the person doing the attacking. I saw an example just today posted to a support site for an app I really enjoy. The smear didn't just complain about the app, but used an expletive and called it the "worst ... app ever." Now, this is obviously an exaggeration. And the expletive just gave it a bigger barb to do greater damage to the indie developer who wrote the app. It worked. The developer was hurt by the attack, although he responded with grace and humility in the best way possible, and that's really hard to do. I already respected him. I now respect him even more.
That said, what's behind this is an attitude that may be missed, so I'd like to underscore it: many people today want to blame others for the consequences of their choices, but only when they don't like them.
So, in this case, for some reason, the customer bought the app but doesn't like it. I'm not sure why. I love it. But, to each his own. Regardless, even though he can easily get a refund from the Apple App Store, he chose to blast the developer and the app on Twitter. Instead of owning that he bought something that he doesn't like, or going on to the developer's (very active) support site to get help, he just slammed it on social media.
When I read it, I just thought, "Here's a guy who isn't willing to accept the consequences of his choices and expects others to agree that they are wrong and then fix them when he doesn't like it."
This isn't healthy. It hurts the one who is using it to feel better. It represents an abdication that cannot actually be made: your life is your life. Your choices are your choices.
"I am tomorrow, or some future day, what I establish today. I am today what I established yesterday or some previous day." --James Joyce (1882-1941)
When we try to blame our consequences (regardless of how harsh or challenging) on someone or something else, we give up our power. We convince ourselves that we cannot control the outcomes of our lives. Instead, we try to stay risk-free and "undo" the consequences that turn out different than we expect or want.
But, it never works. And therein lies the rub.
We know. Under it all, we know what we did, we know what we deserve as consequences, and over time it eats away at our character. Our integrity is stained by the cheating. Even if no one else sees it, we know. And we die a little each time.
Take back your power. Own your choices and their consequences. Succeed on your own merit.
When you apply this reality to customer success, you begin to see a few things. One of them is that the old adage "The customer is always right" is clearly false. This is the first principle I discuss in my customer relationship success program. While the customer isn't always right, it's critically important to show respect and humility. This is a first step towards success as a business, especially in the age of the Internet.