When criticism becomes too negative

Giving constructive criticism.  It’s what every customer feels like his responsibility towards the greater good of the company.  Even between competitors it’s like one company just wants to help the other company.  But what happens when criticism turns ugly?  There’s a fine line between constructive criticism or just being a bad competitor.

True story:  Two companies I really like doing business with are competitors.  They operate their businesses close to each other and are among the best in what they do.  But they can’t stop being overcritical for one another.  At first it started out like something that I thought was constructive criticism with a bit of sarcasm, but in fact it was just downward negative just for the fun of it.

So what did they achieve towards me, the customer?
·  I try to avoid as much in depth conversation as I can.  I know at some point it’ll turn and end up discussing that topic again.  So why bother?  As a result, it’s very difficult to build a good relationship because that’s something I find important.
·  I hate the fact I have to watch out what I say.  It’s basically their problem and they try to suck me in.  Why?  What are they trying to achieve?  Winning me over by bad-mouthing the other?
·  I feel like I have to give an equal amount of my attention to both of them.  Because sooner or later, it turns back to me and I feel bad.
·  If I feel like there’s something I should tell one of them, as in real constructive criticism, I don’t.  I shut up, because I know they’ll misinterpret it and feel like I’m favouring one of them.  As a result, they miss out on something that might benefit them.

It’s good to remember that companies are bound to their customers, but it doesn’t work the other way around.  Trying to force a choice upon him by giving him bad information is eventually driving him away.  People don’t like to be involved in negative discussions.  If you’d be treated like a friend, wouldn’t you like spending more time?  Doing more business with something you don’t have any negative feelings with?  Wouldn’t that eventually benefit both?

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Tagged as: constructive criticism, criticism, negativity