Silencing the bell doesn’t put out the fire

Many big organisations have full-time employees who scan the social media, looking for people with a complaint. They swoop in and grease the squeaky wheel, solving the problem of the person who spoke up.

The theory is that these loud complainers are a problem, and the easiest solution is to give them something to make them happy.

Of course, that doesn’t do anything for the 95% of the population that has the very same problem but isn’t speaking up, right?

When Jeff Jarvis blogged about Dell Hell, he hurt the company very badly. Mollifying Jeff (and those like him) did the company no good in the long run, though, because they didn’t deal with the underlying cause, they merely gave the loud ones an excuse to be quiet.

The purpose of the bell is to point to a fire somewhere else. Worry about that instead.

Reblogged from: here

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About janaknmistry

Janak is a 1984 born, MSc and MBA educated from Mumbai, India. He is an avid traveller by choice and a solopreneur by luck. He has clocked many thousands of kilometres on a motorcycle. It was his journey to the Leh-Ladakh, which motivated him to write about his experiences throughout the journey in enjoying the beauty, pain and hardships. He has successful authored and published his book called “Journey in Time with Timeless Memories” which is released and published in Germany and available all over the world besides Asia and the Middle East. Apart from being an author he is an active book reviewer too and have reviewed books by some of the established authors in USA. Janak runs a motorcycle expedition co. called Jack n Jill-The Moto Expedition Co. He is passionate about travelling and photography, which helps him find a beauty and meaning in this wide busy world. It was his journey to the Leh-Ladakh which motivated him to write about his experiences throughout the journey in enjoying the beauty, pain and hardships. He is passionate about travelling and photography which helps him find a beauty and meaning in this wide busy world.
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