View profile

Rant Incoming: How Not To Treat Customers

Digital Thought
Good morning, here‘s what happened a couple of days ago that left me angry. On Twitter, a journalist shared a screenshot of a user comment on, mocking the user‘s apparent lack of grammar. Other journalists joined the mockery.
Now, you can argue that no one will see it anyway on Twitter. And yes, you‘re probably right.
However, what angers me is the mindset. Imagine you‘re a customer, and the company is publicly laughing about something you did. How would you feel? Not taking seriously? Disrespected? Even angry? You‘d be right.
Meanwhile, journalists are always complaining about the lack of trust, and that they‘re perceived as arrogant. Guess what: If you have the mindset that you‘re customers are stupid, you very well deserve it.
So, that‘s my rant done for today.
But what about grammar in the reader‘s comments? That‘s a difficult topic. Not everybody is capable of flawless writing – and show me one journalist that hasn‘t published a typo. (By the way, another reason not to laugh about others.)
At, we tell our users that they should try writing in a way that others can understand it. We only delete comments that are really irritating and unclear because of the grammar. But it‘s barely defensible to prevent someone from his or her freedom of expression if a comment isn‘t without any flaws.
Alright, you turn. What do you think about this issue? Am I too sensitive, or do you agree? Hit me up on Twitter, Facebook, or LinkedIn. I‘m curious about your opinion.
Did you enjoy this issue? Yes No
Janosch Troehler
Janosch Troehler @janoschtroehler

DigitalTought is a more or less regular newsletter about my thoughts on the media business, leadership, and other challenges we face in the digital age.

If you don't want these updates anymore, please unsubscribe here.
If you were forwarded this newsletter and you like it, you can subscribe here.
Created with Revue by Twitter.