Another Take on Image Management
After Wal-Mart's Lee Scott downplayed the impact of negative press last week by telling us it influenced "less than a tenth of one percent" of his customers, I was interested to read this quote today from Starbucks CEO Jim Donald. He's way on the other side of the spectrum:
"If we develop a thick skin to these issues, I think we fail. Unfortunately, when we get mischaracterized, it's not the truth and we really get mad about it. ...It's OK to be sensitive. ...If you just said, 'Who cares what they say? It's not the truth,' that doesn't work, not in a company that's connected to its partners like we are."
(Seattle Times via starbucksgossip.com)
I'll be lame and say I think the right answer is somewhere in the middle.