Facebook’s had a bit of a week.
They’ll make a good example for a business lesson in today’s post.
So, following the whistleblower’s account of inaction against the toxic effects Facebook has on teen girls, Zuck responded:
“I don’t know any tech company that sets out to build products that make people angry or depressed.”
Responding to a truth with an unrelated truth doesn’t mitigate the original truth.
People remember what you say: Deflection doesn’t nurture trust. Especially from a person who is on record for calling users who trust him “dumb f**ks”.
People remember how you make them feel: Harsh quips like the one above aren’t easily forgotten, nor are the emotions they invoke when people hear them.
People remember change: Change is rare in people. So we remember the “Saul becomes Paul” moments when they happen (sometimes immortalising them into books that are thousands of years old…!)
There is “salvation” (to continue the Paul metaphor) available here.
It’s as available in the business world as it was on the school yard.
Even more so because it’s rarer in the business world than on the school yard.
People remember what you say (“I’m sorry”), how you make them feel (surprised, empathy, trust), and when people change (“I admire the change he’s made”).
And we have the opportunity to change for the better every day.