There's a lot of talk lately regarding how the amount of
"Internet Rage" is increasing. I've noticed that attacks
seem to come from two places.
First, from people who don't do what they committed to do.
This includes merchants who don't provide what they promised.
It's a defense mechanism. You know - it's the ol' "The best
defense is offense," routine. It's a little sad.
Secondly, rage - and the "flames" - come from some customers.
These are the same customers who forget all their manners
because they never have to see you face to face. Let's talk
about that ...
iCop members are required to exhibit professionalism in their
online businesses in every way. But - how do WE do as
customers?
Every online business owner is also an online consumer. We
can't run our businesses without using other online products
and services. When we are dealing with other merchants, we're
just another one of the crowd.
However - that does NOT mean that we get to act like some of
the other online rage-aholics. No matter what you are doing
online, you're doing it as a member of iCop.
Ideally, that is mentioned in your signature file. If so, that
means you are identifiable as a member to anyone who receives
an email from you.
When something goes wrong while we're acting as the customer -
we need to deal with that in a professional manner. This goes
for everyone - iCop member or not. YOU know who acted in an
unacceptable manner toward you, don't you? And, you'll
remember that person!
Well, other merchants will remember you too - if you lower
yourself to the level of the rage-aholic. NOTHING warrants
anything other than professional behavior at ALL times. It is
perfectly possible to write a SCATHING letter without all the
histrionics. Off-line professionals do it every day.
Just food for thought ...
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* dr. jl scott is the Founder of the International Council of Online Professionals (iCop™) http://www.i-cop.org - and also the publisher of the Online Business Trade Journal™ - the blog that keeps you up to date with online business coming of age. Visit: http://www.OnlineBusinessTradeJournal.com
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