Originally Posted by kokonutz

Any time you put a product into the marketplace you are going to have fans and detractors.

Some companies have entire websites dedicated to mocking and tearing them down (hello, u n t i e d. com!). Some of the criticisms are fair, many unfair.

But that does not mean that there is not great value in addressing issues when things go wrong. Everyone makes mistakes and there is great value in companies admitting to their mistakes.

And sometimes companies take decisions detrimental to their customers. The WORST thing they can do in these instances is sell these detriments as 'enhancements,' because then not only are they hurting their customers, they are insulting their intelligence at the same time.

But at the end of the day, generally speaking, no matter how hot the criticism gets, the best business practice is to stay positive. Ultimately the marketplace will decide if you are doing things right or wrong, not your vocal fans nor detractors.

I have great respect for bloggers like you who engage in this forum. It takes guts. The kind of guts that many bloggers appear to lack (and yes, MMS running away from the plagiarism 'scandal' is a prime example of that). So thank you for being here and defending your posts. But I do think you ought to think about what are best business practices, no matter how hot some of your customers get. Because I am sure that I am not alone in feeling a little offended and put off with the talk about envy and jealousy from FlyerTalkers.

Always remember: FlyerTalkers are your customers AND the river in which you pan for gold. Without FlyerTalkers, points and miles bloggers would not exist. So respect the girl what brung ya to the dance! ^