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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.
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but for some reason i am curiously interested in buying one now....
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Hey Jake
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Wow...
Thanks for being positively cool (as in relaxed, not freaked out, open and upfront). Your response was creative, thoughtful, and empathetic. Five stars!
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Kewl.
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Re:
BTW the Mikroelektronika(www.mikroe.com) software makes the Microchip hardware really easy to use.
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Wow...
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Re: Hey Jake
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Guess I'll never know, as I have no need for programming microchips.
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Did your brain not come with sense of humor option? Re-watch the videos and then show to us where exactly are the suits actually blamed.
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How True!!
Trouble is that the people involved have not yet realised that they are all 'Mr. D Head's - they still think they are doing a good job and deserve even more money and bonuses.
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Now thats where they should have spent the cost of the vid, fixinf the problems.
very little as far as I can see, we still have no stand alone front end, and the option of progam2go needs fixing too.
I think Mr. Dick Head is still working there.
one last thought you see clone pickit2's but no pickit3's, I wonder why that is?
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If they can't fix the things, they said they would fix, then a lot of people will move to other micros.
Until they fix the Issues you can't trust them.
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