It’s probably not as bad as they’re saying, I thought, as I listened to sports radio hosts dissect the latest drama involving the New York Knicks. A few weeks ago, James Dolan, CEO of both the Knicks and Cablevision, received an email from a lifelong fan criticizing the job he has done. This was his response:
Mr. Bierman
You are a sad person. Why would anybody write such a hateful letter. I am.just guessing but ill bet your life is a mess and you are a hateful mess. What have you done that anyone would consider positive or nice. I am betting nothing. In fact ill bet you are negative force in everyone who comes in contact with you. You most likely have made your family miserable. Alcoholic maybe. I just celebrated my 21 year anniversary of sobriety. You should try it. Maybe it will help you become a person that folks would like to have around. In the mean while start rooting.for the Nets because the Knicks dont want you.
Respectfully
James Dolan
Not so bad, huh? Boy, was I wrong.
Not only does the billionaire CEO demonstrate an alarming dearth of interpersonal skills and public relations expertise, but he also doesn’t understand punctuation (or the meaning of the word ‘respectfully’).
And beyond that, he doesn’t understand that in today’s world, someone in his position can’t fire off an angry, accusatory email every time a fan expresses dissatisfaction. Without support from ‘Mr. Bierman’ (who has been a fan since 1952) and others who spend their hard-earned money on tickets and jerseys and tune in to games on TV night after night, Dolan is nothing. And yet, he apparently fails to see this; he’s too busy viewing himself as the victim and chasing away the people who help sustain his empire.
Dolan, however, is hardly the only one guilty of this. It seems every week another athlete, coach, or team executive reacts to a fan before thinking. A few months ago, the wife of a New York Jets receiver took to Twitter to attack her husband’s critics, and it backfired completely. Just a few days ago, Washington Redskins quarterback Robert Griffin III attempted to defend an Instagram post that drew fire from fans. Once again, it only made the situation worse.
It’s one thing to vent privately to a friend, but once a comment goes public — especially a knee-jerk reaction that’s sure to cause a stir, it can never be taken back. It’s out there for the world to view and dissect.
Maybe people like Dolan could’ve gotten away with trashing fans before the digital age, but nowadays it just doesn’t fly. Nowadays, everything a public figure does and says is being documented somewhere. The days of sitting in an ivory tower, saying whatever is on your mind without consequences, are over. Fans have more accessibility than ever before to athletes, coaches, and owners. And therefore, organizations need to adjust their social media policies and — perhaps more importantly — the way they address criticism. If they choose to respond, it needs to be done with class and respect.
Need a good example? Here’s one from singer Idina Menzel, whose recent performance of my daughter’s favorite song, ‘Let It Go,’ was panned because of a less-than-perfect final note. But rather than fire back at her critics and accuse them of being a ‘negative force’, she took the high road by posting a quote from a recent interview:
‘Performing isn’t only about the acrobatics and the high notes: It’s staying in the moment, connecting with the audience in an authentic way, and making yourself real to them though the music. I am more than the notes I hit, and that’s how I try to approach my life. You can’t get it right all the time, but you can try your best. If you’ve done that, all that’s left is to accept your shortcomings and have the courage to try to overcome them.’
Maybe Menzel doesn’t get it right all the time, but she sure did this time. I can think of a few people who should heed her advice and let it go.
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