How not to talk to your customers, by Microsoft exec

5 Apr





ImageHaving a hard time deciding which new game system to buy this coming year? Let’s take a peek at the Durango, otherwise known as the Xbox 720. Not too much is known at this point and the rumors are that there will be a constant internet connection in order to play games. This is bad news for people who have mercurial internet service. Imagine playing the game and at the last level you read the words “error please reconnect your internet”. That’s not good. So when someone asked Adam Orth, a Microsoft Exec, what the deal was via twitter, we got an interesting response. Instead of expressing empathy for loyal Xbox customers, there was an unapologetic “deal with it” hash tag. This is the general story.

Now, if you are a business owner, or someone with a working brain; you know that you will lose if you insult or sound cold towards your customers. It doesn’t matter if Adam was  speaking to a friend in a cordial yet sarcastic tone, he is a representative of Microsoft. And he is writing where anyone with access to Twitter can read.

This is what he should have said. Adam should have said that he knows how they feel, and restated the positive things about the constant internet connection that it will bring to the consumers. However minuscule they may actually be. Or even better that he did not say anything at all because we are still awaiting the official unveiling of Microsoft’s next gen consoles.

Interestingly enough, before I found this out today, I was actually interested in the new Xbox. But now I think that this was the final nail in the coffin for me. He might have well said “Let them eat cake”. Even if he is right about everything he said, he actually said a bit more blunders, the way he phrased it really did not convey a good business relation between the business and the consumer. Like Sam Walton pointed out,

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”



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