Some recent events have led me to consider issues around reputation, and more specifically online reputation.
I believe most successful proprieters of service based industries realise that some people do have bad experiences, for whatever reason, and it's how we deal with this that shapes our reputation.
I believe that every negative can be viewed as an opportunity.
I believe that most disatisfied customers can be turned into a loyal advocate with something as simple as an apology or an offer to make things right.
I believe that when presented with another persons view and feelings about a series of events, you have two choices. You could pay close attention and learn something about how you might have come across in the situation, or you can argue your justification. The latter is unlikely to convince anybody but yourself.
I believe that trying to silence discussions about your business reflects far worse on your brand than the discussions themselves.
I believe that people who think negatively and act aggressively towards others are far more likely to interpret any situation as an attack.
Discuss if you wish, please keep any specifics out of the comments. This is a set of general observations.