After the Washington Redskins’ expected loss to Philly on Monday Night Football, even I’m getting a bit tired of all the piling on about the team’s troubles. But this piece on the Washington Post’s D.C. Sports Bog was just too much. It seems that Redskins’ management, in its infinite wisdom, has decided to ban all signs from the stadium. There were some pretty sad examples in the photos on the Post’s site.
I think there are some good lessons here for communicators:
1. You can’t “control” the conversation. People are not going to stop being dissatisfied just because you tell them they can’t say so. They’re going to share their opinions whether you like it or not, and if you aren’t part of the conversation, you can’t be part of the solution.
2. Trying to clamp down on dissenting opinion only makes things worse. It’s an insult to your audience, and it makes you look paranoid.
3. Never disrespect your customers or take them for granted. They’ll never forgive you.
4. Own up to your mistakes, and move on. Trying to pretend nothing’s wrong — or even worse, pretending everyone else is delusional — only prolongs the suffering.
5. Keep it all in perspective. Above all, your customers/audiences want to have a pleasant experience when they deal with you. If it’s more pain than pleasure, they may decide it’s not worth the trouble.
This goes for everyone, not just the Fake Dan Snyder.
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