I have a lot of respect for Seth. He has a brilliant mind and sees the marketing world in ways that many cannot. However I think he missed the mark on this one.
…Just about every organization, every online service, every product and every element of our culture now has chat rooms and forums devoted to a few people looking for something to complain about. Some of them even do it on television…
In fact, if you solved whatever problem they’re whining about, they wouldn’t suddenly become enthusiastic contributors. No, they’re just wallowing in the negative ions, enjoying the support of a few others as they dish about what’s holding them back.
As a Community Manager, we are often on the front lines dealing with these individuals and while there are some that you will never win over, I do think it is possible to bring most people around.
Sure a lot of them will be pleased that you solved their issue and most likely that will be the last time you interact with them. And some will wallow in their misery, but some will be thrilled that you took the time to make them feel like they mattered. Those are the ones who will suddenly become enthusiastic contributors and share with their tribe the great experiences they had.