15. “All problems resolve themselves, given
time. But often- especially with major
problems- self-resolution is so
indeterminate and far in the future that
you will want to avoid it and try to
control what happens.”
V.
The Mafia Manager
16.
17. DON'T
* Ignore the problem. It
won't go away, it'll
become bigger
* Try to sweep it under
the rug with a generic
press release
* Say sorry but I'm not
sorry
* Be rude
* Be dismissive, treating
the people complaining
as drama queens or
trolls
DO
* Listen
* Respond as quickly as
possible
* Admit it and say I'm
sorry
* Keep your cool and
mind your manners
* Don't post a generic
response, reach out to
each person.
* Make it right. Show
you care with actions,
not just words
24. “…if I were trying to invent a mythic
brand, I’d want to be sure that there
was a story, not just a product or a pile
of facts. That story would promise (and
deliver) a heroic outcome. And there
needs to be growth and mystery as well,
so the user can fill in her own blanks.”
Seth Godin
42. “[Stories of mythology] are the edge, the
interface between what can be known and
what is never to be discovered, because it’s a
mystery transcendent of all human research.
The source of life. What is it? No one knows.
Mythology pitches the mind beyond that rim,
to what can be known but not told.”
Joseph Campbell
