I checked out the facebook pages for Payne and Sarah, the angry patron. It is really a one-sided argument. Twitter is all abuzz with it too. It is difficult for anyone to get behind the management of an industry that must rely on consumer support when they berate their customers like that. Even if it was after a rude, complaining letter, there really is no excuse for it. When I read the “support Payne” page, there are a couple of kids saying something stupid like “he yells at customers, that’s cool.” Now I’ve lost even more respect for his supporters. Most of his supports admit that he lost his cool when faced with a particularly visceral complaint. They don’t remove his blame completely, but rather try to show that the customer shares it. I’m not sure this approach is working, aren’t they continuing to remind everyone how inappropriate his action was? As far as facebbok itself, and the execs are concerned, they should be the happiest of everyone. Both Sarah and Payne are receiving less than favorable attention for their actions, but facebook is the champion, free-speech medium! I bet facebook's advertisers are happy too.
Here's another piece on the story. It's interesting to note that this story has a link to the movie's website where an apology is supposed to be posted. I think they're having technical difficulties, because the apology is missing.
I guess a person can forgive the movie VP for being human and making a bad, rushed mistake, but I think it’s foolish and irresponsible to try and support the guy. A better approach may be to let it pass. Time heals all wounds, and if he is released from his employment, he would do well to let the world forget about his folly, otherwise he will be hard pressed to find future employment. He issued his apology; now leave it alone. I don’t think anyone is doing him favors by trying to stand up for him. In the world of customer support, a “big” business owner is not going to win a popularity contest against a wrongfully berated consumer.
I guess my advice is “let it die, and movie on with life.”
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Good points Jim. Facebook and Advertisers are definitely winners. But obviously the little guy has won this one.
ReplyDeleteThe VP should be fired immediately because there is just no excuse for that period. The stupidity for the man to actually press send on that email is beyond me. I mean, if you are in person, that's one thing, but to put it on wax like that is just unfathomable to me.
I totally agree with you that the VP was WAY out of line. Not only is he suppose to compose himself as a professional individual as the Vice President of a company, but you also make a good point when you said that,"It is difficult for anyone to get behind the management of an industry that must rely on consumer support when they berate their customers like that." Isn't the first rule of running a business, "the customer always comes first?" I guess no one ever told Payne that.
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