In today’s digital age, the line between civil discourse and personal attacks has blurred. As someone who’s been the face of a company under public scrutiny, I’ve experienced firsthand how quickly criticism can escalate into personal attacks. The internet, with its message boards and review sites, has fostered a toxic trend where people, fueled by anger and frustration, seek to emotionally and financially damage those they disagree with.
My Experience and Reflections
Recently, I faced a barrage of negative feedback directed at me personally, despite the numerous factors contributing to my company’s challenges. This experience highlighted a disturbing trend: instead of seeking solutions or understanding, many rush to publicly vent their frustrations, hoping to rally others to their cause. This behavior, often dubbed “cancel culture,” isn’t about seeking justice but rather about validating negative feelings through collective outrage.
I’ve realized that I’ve been guilty of this behavior myself. In moments of frustration, I’ve taken to social media to express my dissatisfaction with companies like Delta Airlines or restaurants that didn’t meet my expectations. Reflecting on this, I’ve made a personal pledge to change.
A Lesson in Compassion: The Ragbrai Bike Tour Incident
A recent experience underscored my commitment to this new approach. While supporting friends during the Ragbrai Bike Tour across Iowa, we encountered a mechanical issue with our motor coach. It was the first personal vacation I had taken in probably 10 years, so a breakdown with the motor coach would have erased all the stress reduction the first few days of the trip provided. Faced with a tight schedule and limited repair options, we were in a bind. After numerous calls, I found Good Life RV in Des Moines, Iowa, willing to help, despite their busy day.
I showed up before they were open and waited in the parking lot. They waived me in 15 minutes before their scheduled opening hours and were so incredibly kind and empathetic to my cause. They quickly re-arranged their schedule to fit me in for repairs and set me up with a private office and wifi so I could work while the coach was in the workshop bay. I met a series of amazing employees who just wanted to help me out.
After chatting with a the general manager for a few minutes, he confessed that his biggest concern wasn’t the busy day ahead, but rather the potential backlash from a dissatisfied customer who they might not be able to help. He feared that more and more people would stop in and they wound’ have the resources to take care of everyone – even if they wanted to. This resonated with me deeply, as I’ve shared that same fear in my business. It’s a reminder that behind every company are real people trying to do their best under challenging circumstances.
I promised him that I would leave them a positive review, even if they weren’t able to make the repairs. The fact that they wanted to try meant a lot to me.
Here’s the review I left for them:
“I had an emergency repair that needed to be done while supporting my team of riders on the Ragbrai. The folks at Good Life RV could not have been more helpful. They were able to move some things around to get me in, which was amazing. They set me up in a private office so I could work while they made the repair. Beautiful location, great coffee, and some of the nicest people you will ever meet. Everyone here gets 6 stars out of 5 from me. I know they’re going to be swamped today, but from my experience, I can’t recommend this place enough. You saved our Ragbrai.”
The gold folks at Good Life RV got me on the road within a short period of time. They even topped off our freshwater supply so we could take showers later that day. The cherry on top of a great experience.
The Culture of Negativity in the Digital World
In today’s digital landscape, negative reviews and angry rants attract more attention than praise. It’s easier to get noticed by expressing outrage than by highlighting positives. This creates a skewed perception, where mistakes and mishaps overshadow the daily hard work and dedication of countless individuals. We forget that businesses are composed of people who, like us, have families and personal lives and who strive to provide the best service they can.
Mistakes happen, people have off days, and sometimes companies fail. It’s essential to remember that these are not defining moments but part of the human experience. Before venting anger online, we should consider the broader context and the impact of our words on those we target.
Even as I write this, I know that there is someone out there that’s angry that I’m posting this. They are outraged that someone would dare take away their precious ability to be an asshole online. I won’t fight or defend these people, as their punishment is having to live with their own negativity is enough.
A Personal Apology and a Call to Action
In light of this, I owe an apology to Delta Airlines for my tweets over the years. Running an airline is no small feat, and despite the occasional inconvenience, they’ve safely transported me from point A to B without incident. That’s something worth acknowledging.
Moving forward, I aim to leave more positive reviews and keep negative experiences private. This doesn’t mean suppressing valid concerns but rather addressing them constructively and privately. Let’s shift the focus from retribution to understanding, from public shaming to private resolution.
In a world where it’s easy to criticize, let’s choose empathy and support. We all make mistakes, but we also all have the capacity to do better, both in our actions and in how we respond to others.
