Mum's the Word

The rants we see more and more of are the public uncontrolled and usually impromptu expressions of displeasure. I’m constantly surprised by those who believe that their perspectives must be publicized. We now live in an interactive world populated by people committing to print what should never be publicly expressed. The adage, “if you can’t say something nice, don’t say anything at all,” may be simplistic but it’s still the best advice, especially in business. That is not to say we cannot criticize when necessary. We just need to do so in an appropriate and respectful manner. That approach fosters good relationships even with those we disagree with.
As business managers, we need to set a professional standard for ourselves and our employees and lead by example. This is a lesson I’ve learned the hard way. I had a customer a few years ago who was only capable of expressing himself in ranting expletives. I never should have taken the job, but I did and every visit was met with a foul diatribe. When I asked someone who knew him what his problem was, they laughed and said, “That’s how he treats everyone. That’s how he talks to people he likes.”
After carefully dealing with him respectfully for about a year, I finally stood toe-to-toe with him and gave it right back. He was stunned. Did it feel good? No. I regretted it immediately because I broke my own rules and risked my reputation for professional service. I went back and apologized but I could not take my rant back.
So now when I feel compelled to rant, I take a deep breath and think about whether this is the example I want to set. Is this going to provide the results I want? Is this how I want my employees to handle matters? Those questions alone point me in the right direction, motivating me to make the right choice the first time.