There's a huge amount to learn when you set up an online business. You have to know how to build a website, how to bring in traffic, and how to monetize your visitors so that your site gives you an income.
There are plenty of very experienced experts around who can teach people how to do all of those things.
There's one thing though that no one ever has to teach a new business owner.
You can't please all the people all the time.
As soon as you get more than about three visitors a day, you can be sure that one of them will be unhappy. The bigger your business grows, the large the number of unhappy people will grow.
That's not very pleasant but it's a part of doing business. Not everyone is going to like you. I know... you're thinking "But everyone likes you, Joel, so why can't they all like me?" But no, even I'm not universally popular... especially when I share some very vocal opinions! People do come to my websites, click away and don't come back.
Usually, none of this is a problem. As long as the number of happy people - the ones who like you and stick around -- grows faster than the number of people who click away, it doesn't really matter.
But it begins to matter when almost everyone is clicking away.
And it matters even more when they don't just click away, they start warning other people about you too.
Your business might be making sack-loads of money but if you lose your reputation, it will be over before you can reload a Web page. Viral marketing can rocket a website's popularity, but viral criticism can kill a website in a flash too.
When you get serious complaints, you have to act on them right away.
If you're selling a product and someone doesn't like it, then do exactly what your guarantee says and give them their money back. I've found that happens very rarely, but when it does happen, even if you know the customer has used it and enjoyed it, it still pays to hand over the cash than risk damaging your brand.
We can talk a lot about the importance of content but ultimately, the most valuable part of your business is the quality of your name. When you're building success, never risk it, and always do everything you can to protect it.
It's Del.icio.us!
Furl It!
November 3, 2008 08:05 AM
This topic is timely as I can't understand why a marketer would want to alienate a large percentage of his customer base by continually shoving his political beliefs down their throat!
November 3, 2008 08:17 AM
Here here to Kel.
No offense to you Joel - but this post of yours wreaks in irony.
Joel, you spend too much time bashing democrats via twitter et all - and quite frankly I know I have the opportunity to "unfollow" you, but I subscribe to you for your marketing and business information - and I've been interested in buying into a lot of your stuff - until you started imposing your beliefs onto others.
Maybe you should practice what you're preaching here. Don't alienate your people.
November 3, 2008 08:35 AM
Very sound advice, Joel.
Just chatted with Mark Joyner about how some 'BIG' people with 'BIG' businesses, taking a negative E-mail/Comment to heart and can making irrational decisions. Don't let this happen. It's a fact of life, especially in the business arena, that people will be more vocal and let you know that they do not like you. There are many reasons - and none of them are personal! You can take it as personal, but they're really not. Think of the nay Sayers as your competition - just trying to get over you. Even if people do not like your beliefs, they really do not understand how you were raised or what made you, YOU.
Joel, how come - people lock onto the negative. It's amazing. Even my kids can remember negative things from years ago(like in their DNA), while good things are happening all the time. Do we (humans) consider good things to be taken for granted - because we hold negative fresh in our minds? Are we all being built up on good things, all the time, and when negative things happen - we consider them such a threat that we remember them first? It's like a bucket of crabs - crab about to escape gets pulled back into the bucket by another crab.
Wishing you a GREAT day.
Sincerely,
Ken
@SuperHatz - Twitter
November 3, 2008 08:38 AM
It's called free speech. An online business is not separate from life. Decisions made in government will affect our businesses. So if someone feels strongly about the future of their business, family, country, etc., they should speak out. Bloggers need to have a personality and let people know who they are. Go Joel!!!
November 3, 2008 08:50 AM
The blog post is speaking of integrity; being the person you say you are, being trustworthy, and having the guts to stand up and say what you believe. If you believe Joel is who he says he is, and will stand behind his products, then there is no hypocrisy here.
Besides, I appreciate Joel's style. He makes no bones about what he thinks, but he's not been rude or demeaned anyone. Lots of bloggers, speakers and writers - not to mention the culture - would benefit by emulating him!
November 3, 2008 09:16 AM
I agree with Marilyn and Carol. Stating political beliefs is not the same as shoving them down your throat. I like the idea of knowing someone's beliefs (both political and religious). It gives me the opportunity to make an informed decision as to whether I want to do business with that person or not. My beliefs happen to fall in line with Joel's so I continue to follow him (Twitter and blog). While I may not agree with other people I follow, I do respect their free speech rights to express their opinions. If I don't agree with everything they say, I can filter out the stuff I don't like and still benefit from their expertise.
November 3, 2008 12:30 PM
Joel,
"I may not agree with what you say but I will defend (to the death?) your right to say it." One of the greatest rights we have in this country is the freedom of speach. As long as you're not selling "I love John & Sarah" buttons, you still have something I'm interested in; marketing wisdom. Thanks for all the free advice.
November 3, 2008 01:32 PM
Joel.,.It is the old standby...If you get a bad meal in restaurant you will tell ten people..if your experience was great..only two people. People like to complain...not everyone...But the complainers are so darn loud.
November 3, 2008 01:44 PM
Cassandra- He's not "imposing his beliefs" on anyone. He is stating his beliefs as he has a right to. Democrats don't seem to have a problem saying what they think. I'm glad someone in the IM world has decided to speak his mind. You don't have to listen, just as I don't have to watch or buy movies from empty headed celebrities who gush over their candidate and "impose their beliefs" one me. :)
November 3, 2008 02:39 PM
I know that politics and religion are very touchy subjects and there are some people that are very passionate about their beliefs but I would hope that we could all have open minds and at least respect others opinions. As for this post I beleive that in business the customer is always right - even if they're not and you need to do everything possible to make your customers happy even if that means a refund.
I'm in Canada and unfotunately can't vote but have been following it closely.
Good luck and may the best party win.
November 3, 2008 08:20 PM
I appreciate the comments!
Business is important, but the future of our country and my children are MORE important to me. For that reason, I will speak out with my opinions and not worry about offending anyone.
People are free to read or not read... follow or not follow.
If I didn't patronize certain businesses because of the political leanings of those involved, I probably would never see a movie made in Hollywood, eat Ben & Jerrys' ice cream or shop at Target. (yes, they support Planned Parenthood)
I see the value in these businesses and am willing to overlook their shortcomings in order to participate as a capitalist in the free marketplace.
And while I do occasionally see the unfollow on Twitter, I get many more private messages supporting me for taking a stance. Since my numbers continue to increase, I'm not going to sweat it. And frankly, I'm not sure I would sweat it if my numbers decreased. I'm more concerned with doing the right thing than being popular.
Joel
November 3, 2008 09:01 PM
Yes, post is speaking of integrity and that is the most important thing when you want to be successful in business, you have to protect your brand and exhaust all effort to manage your business in to your fullest way.
Good luck and wishing you all the best of it.
Aurelius Tjin
November 3, 2008 10:30 PM
I strongly agree with your comments Joel. It's the squeeky wheel that's been getting the oil it's time we stand up for what we believe in even if we loose a little business. In the long run it's our kids and grand kids that will pay the price for our weakness.
November 4, 2008 01:50 AM
Joel is 100% on the money here! I've sold many things for many years and even if you have the worlds best product you just can't please everybody. Yes, give the money back and move on..
November 19, 2008 06:09 AM
Very timely article especially for me who doubles offline as a media practitioner.
Yes, you are indeed right Sir Joel...and I must remember what you are saying that I can't please everybody...
I just wished that my situation is a lot different...the people who hated me were way way super harsh... they sabotaged my Google Adsense Account and made sure I got banned.
I have tried making my amends but I fear one day I might cross swords again with someone like these Google Adsense saboteurs...still, I am thankful for this article and I am learning a lot from you.
God bless and yes, may you have more regulars than ever...