You May Be In the Wrong Business if You Think of Your Customers As F**ktards!

Now, I never went to business school, so maybe the rules for engaging your customers has changed.  Maybe 'in-your-face' is how it's done.  There are undoubtedly companies, or at least CEO's, who think their customers are "fucktards".  My own take on business acumen...and perhaps remaining in business period...is not to let your customers know that.  As I said though, maybe the rules have changed.

This whole question arises from a recent situation in the obstacle course racing (OCR) industry.  I first heard about this through a Facebook group I am a member of...Crazy Mudder Muckers...in the aftermath of the BattleFrog race in Pittsburgh, PA.  Apparently while quite a few (including me) were at this event...where a small number apparently received relatively minor injuries...a much smaller group were at the Mud Factor event...where a greater number of racers allegedly received more serious injuries.

[Although a group member, I don't know any of the racers personally nor have I run as a member of the team.  I also don't know anyone that was at or injured during the event. Nor have I made any investigation into the allegations in the Obstacle Racing Media story, Mud Factor – A disgrace to racing.]

This is not about whether Mud Factor or the marketing and production company eight51.inc were negligent or misleading about the safety of this event or venue.  It's not about whether these companies had the experience or knowledge to put on a safe or even worthwhile event.  Having run over 15 events myself, I and most of the other racers realize this can be a dangerous sport.  Made all the more dangerous however, when those trusted with the safety of the racers and spectators betray this trust.


No, this is about how to deal with the public...particularly your own customers...in this age of the Internet and Facebook (FB).  When I wrote this post in July, Lessons Still Not Learned....Why People Don't Really Care What You Think!, one of the main themes was to be careful about what you post...anywhere!  They have a way of never, ever, ever going quietly into the night.  And if people really get the idea that you don't care about them...that you really think of them as "fucktards" or "meatheads" or even the more affectionately playful term of "goobers"...well, it's time to think of a new way to make a living, because this one is likely cooked.

The other thing that wasn't mentioned in the original post, that is probably just as important, is know who the hell you're dealing with!  This particular FB group is large, active, vocal and extremely knowledgeable about OCR.  They are also part of the core of the OCR community with ties throughout.  Probably not the best people to piss off unnecessarily...certainly from a business standpoint.  Disney had a great way of putting it...'The customer isn't always right...but they're always your customer."  And if you're going to try and look clever anyway, take a note from the movie 'Now You See Me' and make sure you're the smartest one in the room...or in this case, on the page. 

At this point, I seriously doubt we've heard the last of it.  The OCR community is a very large one these days.  At the heart though is a core of serious racers, and serious groups, who have been doing these races for years now.  And part of the purpose of these groups is to expand participation and share race and training experiences.  If a race promoter has any thoughts of becoming a legitimate, national competitor they need these groups on their side.  And vice-versa, once you lose them, word will spread and filling venues or even selling enough entries to break even will be all but impossible.

I know many people will be watching to see how this will play out...for many reasons.  I'm certainly interested on the business side, as well as the OCR end, to see how Mud Factor and eight51.inc handle this and future PR issues...they are sure to come.  Early on in Spartan Race history and in Tough Mudder and BattleFrog as well, negativity has arisen.  How they each handled those times told a lot about the companies and individuals, and had a lot to do with why those companies are still around today.


There is another old saying that I may be paraphrasing a bit...

Adversity doesn't build character, it reveals it!!

Enough said.......

Please share your own experiences here with me regarding any similar race/event issues!

 

Lessons Still Not Learned....Why People Don't Really Care What You Think!

It's a known fact that people don't seem to learn from the experience of others.  Unfortunately, sometimes it appears that people don't even learn from their own experience.

In reading this article, Mac’s Muddy Mailbag #4 , I was reminded of an incident way back at the beginning of Spartan Race.  We were all relatively new to Facebook when they had posted an 'inflammatory' remark.  Inflammatory remark in the sense that it was intended to begin a real conversation on the topic, but was very controversial.  This was also a time when you got real-time, direct responses from 'the top level' of Spartan Race.  I challenged the wisdom of making such a remark (having watched dozens upon dozens of people stating on the post that they were unfriending them and many more probably just did it).  I was told that this was a normal part of the Spartan routine...to open up discussions on hot topics while they ran through their morning routines.  Apparently though, they realized that social media worked a bit differently than small group dynamics.  A nod to Spartan Race....those types of posts never appeared again.

Why is it that companies or individuals don't seem to learn that expertise or renown in your field doesn't give any special privilege to spout off with your personal opinions on anything?  Personally, I don't really don't give a s**t about what you think regarding anything outside your area of expertise.  And frankly, no one else appears to either...not in any good way.

For an individual, this can be extremely detrimental to their image...and like the Spartan Race example...they will lose fans.  If you're trying to build a following and potentially turn that into a paycheck, you may want to rethink that strategy.  Image is everything today!!  It doesn't mean you can't have opinions...it just means that no one really cares what they are, as long as you keep them to yourself!!!

While for an individual...particularly if they're not looking for or don't need to maintain a following...this isn't a major issue.  Different strokes and all.  But for a company, where image means business...business means money...and money means staying IN business...this is just downright stupid!!

We all know, it takes years to develop a reputation or an image.  What we also need to know is that we're always just a post away from destroying it.  Or at the very least, giving ourselves a serious...and unnecessary...setback.  You cannot separate what you say personally from how you or your company are perceived today.

Image and perception are everything!  Good pieces of advice I've followed for many, many years now is never to write (or post) in anger...or in any other highly emotional state.  And ALWAYS keep my personal opinions out of the public arena.

Use your self-discipline to back away and think it through.  Keep the personal out of the public view.  Remember...anything you put out anywhere on the Internet today, could end up everywhere on the Internet today...in a heartbeat..and forever! 

What's your take on posting personal....and controversial...opinions?

  Have you had or seen any examples yourself?