Imagine your company’s web site botched your end-of-week order. You feel angry and frustrated. You have the urge to TELL SOMEONE.
The biggest question to ask yourself is, “Is this complaining, informing, or working toward a solution?”
Complaining: This awful thing is happening! It isn’t fair! Why didn’t someone anticipate this?? (Said with the intent to broadcast far and wide in order to – consciously or not – garner sympathy or stir outrage)
Informing: The website is not functioning correctly. Here’s what to expect and how to work around the issue. (said in a more focused and non-inflammatory way, concentrating on channels used by current users of the site)
Working toward a solution: Hello, I’m using the ABC feature, and when I do DEF, it does UVW. I would like it to do XYZ. (a private and calmly-worded communication from you to the Information Technology department, using details and sequences of events)
The more your communication is private, calm, and feature-focused, the more likely it is to be working toward a solution.
It’s true other distributors should know any pressing issues (relative to their experience level and likelihood of encountering them). However, take care that you are informing them instead of merely stirring up emotions.
–LYnn Selwa, “The Rocket Science Coach” ™
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