Tuesday, December 13, 2016
How does an organization fight anonymous complaints about it? Consider this case of attempted suicide at Amazon. The company said nothing about it and that upset anonymous commenters in its workforce. Even if Amazon had done so, it was open to criticism over its Performance Improvement Plan, which puts stress on its employees. Amazon ignored the situation and the commenters, which only made things worse. There are gripers for whom nothing is good enough, but to dispatch anonymous complaints without investigation is dangerous to reputation. One should take negative feedback seriously. If Amazon gains an aura of a worker's hell-hole, it will have troubles in years to come fleshing out its workforce for high-volume periods such as the Christmas holidays. That will damage its drive to reduce delivery times.