How To Respond To Criticism
from the brilliant dept
Chris Anderson points us to a great example of ways to respond to criticism. It involves the company Microchip, which received a scathing video review of its PICKit 3 offering that the reviewer felt was worse in pretty much every way than the product it was replacing. As the video goes on and the reviewer, Dave, gets angrier, he posits that some "dickhead MBA" took over the management of this offering, and decided to kill off good features and save money by skimping on other things:
Now, there are lots of ways to respond to such criticism, but none might be as clever as what Microchip actually did. Which was create its own video, showing the product planning meeting with the new product manager, one D. Head, discussing how to save money and squeeze more money out of customers... leading to his eventual firing and the engineers adding back in some of the missing features and explaining why it actually made a lot more sense to change some of the other features:
It's funny, self-deprecating, clearly acknowledges the criticisms and either explains how the company is going to fix them or why those decisions were made in the process. Even if you don't know anything about the company or these products, there are a lot of things that anyone in any business can learn about the way Microchip handled this.