“It is not the critic who counts, nor the man who points how the strong man stumbled or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena; whose face is marred by dust and sweat and blood; who strives valiantly…who knows the great enthusiasms, the great devotions, and spends himself in a worthy cause; who, at best, knows the triumph of high achievement; and who, at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who know neither victory nor defeat.”
– Theodore Roosevelt, 1910

We have all heard about how “social media” is going to change the way we do business and organize our lives. While this may be true I have had the unfortunate experience recently of seeing personally how this new media can be very destructive to one’s business and reputations.

I have always found it tacky and unseemly to solicit referrals and complimentary letters. I figured I would let my work stand or fall on its own merits. After being in business for 25 years and growing pretty steadily even through some very difficult years in our industry, I assumed I was correct in my practice. Then along came these new social media. As any of you who have been practicing your art and business for any length of time have learned you cannot please everybody all of the time and there are some who are impossible to please no matter what you do or say. In the past, we could just let these people go their way and be glad they were out of our lives. Not anymore.

Now these people have a large public forum in which they can veritably scream their displeasure and not be bothered with truth or fairness. And folks, you are defenseless against such an attack. They can say anything they want and give you a low rating with unsubstantiated accusations. This becomes a permanent record of your business for the whole world to see.

As we all know complainers are much more vocal than those who complement, so in the normal flow of life they will leave a much larger mark. In these new forums, if those who would compliment your business don’t bother to do so, all you are left with are the complainers. And it doesn’t take many to make you look very bad.

So, here I am now asking you, if you have ever done business with ANR Piano, and whether you were 100% satisfied or not, would you mind sharing your thoughts? After seeing how much damage a few negative, unbalanced comments can make, I have made it a point to spread as much good rating as possible, especially among the small businesses which would be hurt the most by these professional complainers.

Even if you have some honest complaints, I would love to hear about it. I know as ANR Piano has grown rapidly over the past several years we have not always been able to live up to our standards of customer service. We have often become over whelmed just trying to manage our growth and too often things slip through the cracks.

I think the take-away from my experience with these impossible-to-please folks is that regardless of the challenging people we encounter in our journey we need to stay focused on our goals and continue to serve our fellow humans as best we can. We cannot worry about those disturbed souls who would prefer we were all as miserable as they. None of us are perfect, nor do we always provide perfect service, but our humanity and occasional failings do not diminish all of the good we otherwise do.

Andrew Remillard