George Did a Great Job

Well, I guess I will chime in here a bit.

The only thing we have in this theater is trust. It's the only currency. All the criticism and scandal can come, but if you can hold on to your trust - you're a voice. I was able to tell my anecdotal story and have all this conversation occur because people trust me - through the relationships I've developed online and off. This blogger, whoever she was, probably doesn't have that much trust currency developed if she thought her actions toward me were appropriate behavior. Ultimately, if not through me or another brand, other bloggers would have questioned her authority and she would have had her day.

This fits in somewhere in the larger discussion on compensation, sponsored posts, etc but, for me, this incident is not representative of what bloggers do. While at BlogHer, I had so many people who support me as a person come up to me and say - to my face - that they hate the company I work for. It was great - we ended up having real conversations about the brand and their opinions. I can take that stuff and help my company grow and learn. That's where trust comes in and where the powerful two way communication that is the basis of social media builds a symbiotic relationship between brand and consumer. The rest of the stuff - swag, parties, etc - that's just fluff unless you have real relationships with these communities. I think that's my biggest fear - I do have a real relationship with the BlogHer community and hope that my little story that has been reposted and retweeted doesn't take away from the amazing event that happened in Chicago.

That's unfortunate that a person threatened to write something bad with blackmail. I'm glad to hear George didn't give in. This probably does happen quite a bit, I hope people have the right trust judgment. Now that any one can immediately create content on the web and have the potential to spread it to millions, of course there will be people who will attempt to abuse it. I think the situation is being dealt with well by what you are doing, spinning a positive, truthful light.

Chris... love what you shared, and think you're absolutely right that companies can't worry about this kind of thing.

My issue with what happened is that George's reply (as reported by him in his post about this) was absolutely as inappropriate as what the blackmailer said (he tried to blackmail her in return).

Two wrongs don't make a right, you know?

I do realize he was caught off guard, and I really hope this gave him an opportunity to learn how to respond, rather than react.

It definitely did. My snarky response was just that - snarky. Now that this has happened, I definitely have a more appropriate and professional response. Sad that I have to have that and hopefully, I won't have to use it ever again.

Hon? Seriously, you were exhausted. You were unprepared for the blackmail attempt. You were everyone's "oh you're the Crocs guy? Well..." sounding board for the weekend. I can't imagine anyone doing a better job under the circumstances I *know* you were under at that point.

It's a sad day when Brand Social Media reps have to "be prepared" for extortion tactics from bloggers.

Stacy, you had the exact same reaction I did. Actually, the "nobody" comment is what got me first, but George updated the post to explain that. Glad to see that George was transparent enough to post what happened and take ownership of the good and the not so good in his response.

I disagree. But then, I was there.

The kind of mercenary extortion that George was subjected to didn't start with him. George and I had a long talk on the subject out there. Sadly, the kind of blogger (person) who thinks it's okay to threaten bad press if not given free product is not going to understand a polite, polished corporate response of "we don't accede to extortion demands."

George's was not the first story I've heard of "give me something or I will blog negatively about you" threats in recent months. Unfortunately, he was the first one I know that felt like he was in a position to tell the blogger in question where to go. I haven't written about it b/c I didn't want to give this sort of thing press. Unfortunately, it tends to cause more of the same.

It's sad that it's not an isolated incident. It's even sadder how many smaller companies 'give in' to demands like that because it's less costly than dealing with the negative press.

If two wrongs don't make a right? They don't always make a bigger wrong either.

All good points. Being "payed" off to say nice things in the media however is nothing new as all of us know.

Exposing those that want to engage in that type of activity is more important now more than ever!

Best,
Kevin DeSoto

I left a video reply over on YouTube :) I think George handled it well.

Thanks for supporting George. He's a good friend of mine. I am really disapointed in the way some of my fellow bloggers acted at Blogher regarding the swag especially ... Although I know so many of them, and I know even George came away feeling very uplifted by the experience. Even after being blackmailed. heh.

The woman was verbally abusive, using a threat so she could fulfill her petty entitlement needs. I'm glad most bloggers I read do not tolerate this kind of underhandedness and out the stories to show that the blogosphere need not be this way. I'm glad her name was not remembered because it makes the message more powerful. It's too easy to vent anger instead of learn from such teaching moments.

@Stacy, sometimes it is effective to throw a person's game back in their face to show you will not be intimidated. It's not about two wrongs; it's about setting boundaries. She needed to know she had overstepped the bounds of integrity and good taste and that it can have consequences.

Hats of to George - you've got to stand up to would be bullies.

When I read about this yesterday I couldn't believe it, but I was left with one thought - We reap what we sow.

Giving it a little more thought - while I'm not a big fan of The "don't you know who I am..." folks - I think in this case George used his spot in the pecking order perfectly.

You're right Chris, I think this happens more often than we hear about. I too think George did the right thing and support him 100%.

Since we're around George in both the Denver/Boulder community and the Twittersphere - we openly applaud him for taking a stand. Bravo, George!

This incident illustrates the pros and cons of fame and fortune. How do people relate to one another and try to manipulate others and use power of the media? Each person has a response based upon their fears, strengths, understanding of human nature and belief systems.

To ignore this grumbling woman and let her go on her merry way demonstrates the character of the attacked. Self confidence within oneself that right, ethical behavior preserves your honor and lifts you higher in the public eye.

In time, this will all fade as a blimp on the screen.

Wishing everyone peace on earth.

Your video is the only thing I've heard about this and based on that information, I would agree with George and you. You can't cave to demands like these.

I've started noticing a growing trend on Twitter - it is becoming a complaint platform. I've had a problem with #XYZ product and company #ABC better fix it PDQ.

Those types of tweets leave a really bad impression on me, because they aren't constructive. They seem geared towards trying to get something because they are the squeaky wheel.

I love the fact that companies can join us on Twitter and are listening to their customers (we call them members in my world). Separating complaint from valid issues will be a key to operating out in the open like this.

I agree with George's stance. He rightfully did not give into this. If he had he would lessen his credibility and open himself to others of similar nature. Good for him.

Chris - George made precisely the correct decision. I would have been just as prompt and I would have done just as he did - blogged about her first. This has he effect of closing the door on her and her pedantic ways that you've already told people what to expect and if it should appear, shes's already been outed.

I wasn't at Blogher but all I can say is "Good job George!" As bloggers, we are here to inform our readers not get stuff from companies. Unfortunately there are a lot of people who are writing reviews for the "swag", not for the point of informing their readers. It is sad but true, people are greedy. Chris, thanks for bringing this to light.

What's the saying? You can please some of the people some of the time, but not all of the people all of the time? So she didn't get a free pair of Crocs, too bad. You are right, what was she going to post on her blog about George and/or Crocs that would have increased trust with her audience? The way a company/brand should react to a consumer who didn't get some swag versus a consumer who was truly wronged in a situation should be completely different. If there was a failure to deliver on a promise, then the brand should be apologetic and make it right. Personally, I had a situation like this with AT&T when trying to buy my iphone. They responded and worked it out beyond my expectations. If it is a promotional event and they just simply run out of whatever it is they were giving away, then thats on me for not seeking them out sooner. It's too bad the lines get blurred by the few out of a sense of entitlement.

Hear, hear! I think George is wonderful. Though I've never met him in person, he is great on twitter, and handles problems with ease. Yay for George and kudos to companies that don't let swag suckers give them problems. If you are in this for the "free" stuff, think again. There truly is no free lunch.

George gets it. Hopefully Crocs does too and takes this opportunity to share their perspective on blogger relationships.

I support George, he did the right thing. Crocs is very lucky to have him. Thanks for doing this post Chris!

oops wrong post.

Enough has been said here that I would be repeating a lot of the content so I will leave it with...

I agree completely with you on this Chris and George.

Rock on, George. I've been cringing as I read these stories about mile long swag lines and swag blackmail. When did it become more about free stuff and less about good stuff?

I was at the conference and was privileged to be in several social situations with George. He conducted himself with the utmost integrity the whole time, and I'm proud of him for standing up and saying, "Stop the Madness!"

George mentioned on Twitter that he wished he hadn't written it, so as not to overshadow the positive, and that is the type of positive person he is. But frankly, I'm glad he made it public so other bloggers know you will get NOWHERE with terrorist tactics like this!

I didn't get a free pair of Crocs, but it was so much more valuable to get to know George a little better and foster a working relationship! That's what its all about folks!

Chris, Good of you to bring this out. As social media continues to evolve one of the big challenges for companies will be finding the balance between listening and being responsive and (for lack of a better phrase) not negotiating with terrorists. Bloggers need to be aware of their power but using it sparingly and appropriately, such threats don't help anyone and it sounds like George made the right call. On the other hand, justified or not (the courts will decide), look at what happened with Horizon Realty this week by not handling social media well.

Actually I make it my blogging business to not only threaten to give bad press to companies but actually follow through on those threats. My most recent target has been Coca Cola who sponsors the brutal and cruel Cheyenne Frontier Days Rodeo where animals are hurt daily and killed in worse case. There will be other targets in my future, I'm sure.

I just hope I can be exempted from the blackmail blogger title as I would never bad mouth somebody just for the free swag. My blogs are meant to shame, not for personal gain.
www.takingonanimalcruelty.com

Can we put a little perspective on this, please? I can't believe how much play this is getting.

Everyday people are treated unfairly -- at jobs or by clients -- they depend on to pay the mortgage. So George encountered a rude person. And everybody lived. There's nothing new here. Sometimes people get a little full of themselves, as it sounds like the blogging woman did. If Geoge was really above it all, it would have ended there. IMHO. And btw, the "nobody" comment spoke volumes.

The story's a little bigger to me. It's a representative of a larger company confronted by someone who demanded that he comply to her interests waving the threat of bad blog press over his head.

You might see if differently. There are plenty of ways to see anything, so your opinion is definitely another one.

You support 'George Smith Jr’s "stand against a" crazy blackmail-like threat', rather than 'George Smith Jr’s crazy blackmail-like threat'.

I actually wrote a story about Crocs ages ago and their PR rep offered to send me a pair of shoes (for free). I was 9 months pregnant with swollen feet and really wanted to say yes but I declined due to conflict of interest. The company is wonderful and George didn't deserve that. Crocs has donated a lot of shoes to people in need and my impression has always been that they operate with ethics.

Chris, I think we're doing #platformchat together next Friday...

Definitely support George. Chris, so glad you covered this incident because though I know George I don't typically read his blog so I missed the backstory and buzz.

George, thank you for taking the time and risking the exposure to blog the incident. It's a great example of a valid reason for a brand to say no. A great reminder that brands can say no, really it's ok...and that our community will support us. Applaud you and Crocs!

You said the key work here Chris: CREDIBILITY. People with credibility don't do idiotic things like this and if they do, they won't have credibility for long...

You are absolutely right - this IS happening at all levels of business. George did the right thing as did you by supporting him. The rotten folks are few and far between but can definitely cause damage and at a minimum distraction from what we all need to be doing in our business and communities. It's disheartening when these types of situations happen, but it's unfortunately part of the landscape and we all need to be aware of it and prepared to deal with it when and if it does happen.

Thank you. George knew I supported him out there when we talked about it. That people are focusing more on his word choice (the 'nobody' thing) and less on the fact that there was a blogger out to extort product from a Brand using the threat of 'bad press' sounds more like an unwillingness to admit that not everyone with a blog is an ethical person.

I know how stunned and caught off-guard George was by this behavior. Sadly, I wasn't. This isn't the first incident I've heard of. Simply the first where the person on the brand side felt comfortable telling the blogger to stuff it. Unfortunately, there will probably be a few folks who read George's story and rather than being turned off by the blogger's behavior will see it as a way to get "free stuff" themselves.

The world is not always a nice place. The internet, often even less so.

I haven't met George personally, and as a family, we're frankly fans of the shoes- they are the perfect shoes for my husband who wears them in the operating room at the hospital, and my kids for the beach and pool.
That said, I am appalled by the actions of this one person who was trying to get something for nothing or go nuclear.

Let's clarify the threat thing, just so everyone's clear. This was a threat or blogola/blackmail that potentially could cross some lines.

For example, people use the term "They threatened to sue us" very haphazardly all the time. Even as a lawyer, having to talk to people frequently about unpleasant things like collecting money that's owed, you can't threaten anyone. You may have to tell people that unless they meet their obligations, you will be forced into resolving the matter in a court of law- but that's technically not a threat, because the person was already obligated under law to act and has failed to do so. In this case, George had no pre-exisiting obligation to the individual in question, so this was a classic libel/slander situation where "If you don't do X, I will try to ruin your reputation".

As we're all watching the apartment company who sued a tenant for alleging they had done nothing about a mold situation in her unit, for tweeting about the same, companies are going to start to push back and it may be very unpleasant. (While I support the tenant in this case and think the Apartment company are doing themselves more damage by suing before investigating the issue, it does point out that people are listening in the blogosphere, and bloggers are going to have to start choosing their words more carefully.)

If this kind of veiled threat, quid pro quo, "you give me what I want or I am suing you in the Court of Public Opinion" becomes more rampant, everyone will lose out in the end. No one will ever know what posts are honest, which are not, and the utility of the information will decrease.

As bloggers, we have a bigger stage than we realize, but with great power, as Spiderman says, comes great responsibility as well.

You can't start because then you can't stop. This reminds me of sales. I had clients, perspective clients, tell me "well so and so is giving me 4 tickets to the (insert NFL team name here) next weekend. What will you give me?" WTH? You'll be investing in a fabulous product that will solve all your challenges... I'll give you peace of mind, better ease of doing your job... oh hell the list goes on. But there are just those weasels out there, wanting wanting wanting... for free. It's embarrassing. I'm embarrassed for that crazy cluck of a blogger and I'm very proud of George for not giving in to her pressure and threats. Once you start, others will find out and they will use the same attempts too. Nature of the beast. Even female beasts.

Dear me, what a sad world we live in, although I'm not at all surprised frankly. Still at least you got some free publicity out of it George!

George acted with good intent. Not so his extortionist. George continues to build trust for himself and for his client’s brand. Case closed.

Great stuff Chris. Thanks for using your power and social capital for good. Here's my comments. Figured I would chime in via video on my blog as well.

Keep your head up George! You handled it well...

I think George reacted appropriately. The fact that someone would feel comfortable enough to approach him in this manner indicates to me they have a bloated image of themselves and likely of their BLOG's ability to make a difference in the campaign of public opinion. Let them live in their fantasy world and continue to believe they hold all the power. In the end we all know that they don't.

Ripple On George!!!

Dear Chris -
Regarding: this comment of yours -

"On the way out the door, I considered asking for her boss to tell him or her. Here’s where it got interesting for me. I decided, “who cares?” Her boss is busy."

It is important to tell a supervisor, a manager or anyone in authority if you are especially pleased with service. Including airline people, utility companies etc. That usually goes into a permanent file for the employee.

It could make the difference if there is a decision to be made about who may be laid off. They call it an "orchid file" in many companies.

A generous tip is nice. But you could be saving that nice person's job.

You commented on the Geoge post, but this is about the service one. That said, I'm writing the HQ instead of just the local manager. : )

This stuff happens all the time and at different levels. As an open source developer, I get questionable requests often that I should do this or that to one of my projects. On occasion I've gotten threats like "I'll say bad things about your application if you don't add this", which is way out of line for something that is free that I spend hundreds of hours working on. Some folks are out of touch sometimes with what things cost, monetarily, in perspiration and/or time.

If she was smart about trying to get what she wanted, she would have instead offered her business card and told George to check out her blog in 2-3 days for a very supportive blog post. Anyway, her loss for using social media as a sledge hammer rather than as a bridge.

Very interested to hear your reaction to this question, Chris:
Is "mommyblogger" the same as Dave Carroll, the man who posted the United-bashing Youtube video when they broke his guitar?

Okay, first off, this particular woman George ran into doesn't represent mommybloggers as a whole. MOST the mommybloggers I've met are all top shelf people with great reputations.

This woman was threatening George.

Dave Carroll had a legitimate issue and didn't find resolution, so he made a video protesting the situation. That's far from blackmail. He just wanted his problem resolved.

There. My answer. : )

I couldn't agree more.

Ridiculous to equate protest against negligent, property destroying behavior with refusal to give free stuff. Ridiculous.

That's crazy. I can't believe it. Web 2.0 Blackmail. That's worse than SPAM 2.0.

Granted I think social media is a great vehicle for sharing honest and valid negative experiences with companies. Its a way to help keep them in check - hence all these review sites or even review sections on their own website like Amazon.com. But to attempt to make up negative posts about a company in an attempt to gain something is absolutely nuts.

Thanks for sharing this and opening my eyes.

We live in a great world as evidenced by all of us coming here to show our support for making the right choices in business. Pretty cool :O)

Another (more agressive) tact might have been to take the woman's info so you can ship her a pair of Crocs. Ship the Crocs, because we are honest people, and then explain to the world what she did, by name. She'd get some pub but who cares. It's like reporting a crime, it can be perilous but it's the right thing to do if we want a civil society.

Tough to judge a spur-of-the-moment reaction, but I'd say he missed the mark. Good that he didn't just cave, which would have been the easy path, but bad that he responded with the same threat. He "won" because he owns a bigger stick, but if threatening is wrong, then it's always wrong. End doesn't justify the means, because the means modifies the end.

Chris, Is this even an issue? Who ISN'T with George? Integrity is all we have. We must guard it with our lives. http://savvycapitalist.blogspot.com

I think this is another example of social media and blogging being still "new enough," so that users are still learning best practices, and other "influencers" are still learning boundaries. Even so, this is an ethical situation no matter what the medium, and George was totally correct in holding his ground.

Trust is at the forefront of everything you do in social media. Social media users are learners, leaders, and influencers that should never succumb to bullies. After all, we teach third graders not to give in to playground bullies, right? Same principle applies here. I support George.