4 ms·
Even better but not explicitly mentioned in the article, a fictional Tony gives you some much-needed emotional distance in any money-related dispute. I see coun
by moconnor 16y ago
Even better but not explicitly mentioned in the article, a fictional Tony gives you some much-needed emotional distance in any money-related dispute. I see countless sole-proprietor businesses suffering damage because the owner, perhaps understandably, takes customer disputes personally. With a fictional bad cop, you are left free to 'play' the good cop, which might even help you to see the customer's side of the situation. Yes, you should do this anyway, but it's clearly harder than it sounds.
- kranner 16y agoAre you saying it's easier not to take abuse directed at Tony personally even when you know you are Tony?
- tomjen3 16y agoWhen you don't sign your own name, it is easier to think your are really playing a role, so it isn't you they are criticizing, it is that guy.
- kranner 16y agoPersonally it doesn't work that way for me. On top of it, I'd feel bad constantly for pretending to be a Tony when I'm not one.
- notahacker 16y agoIt's easier not to feel obliged to vigorously defend "Tony" or your "automated email system" when the client claims the money has been transferred over and complains about being harassed. It's amazing how complex and restrictive your impersonal internal systems can become when it comes to preventing you from switching client's access to a service back on whilst you're waiting for payment too. On the other hand, it's harder to use a glib "it's just procedure, I'm sure you always were going to pay" to smooth things over when the passive-aggressive payment demand that's got the client riled is signed with your name, CEO.