Jeffrey Hayzlett, host of the TV show, C-Suite, speaker, author, and former Chief Marketing Officer at Kodak (he left shortly before the company died), thinks internal tension and competition can be a good thing.

He compares it to exercising with bands under tension: it builds strength.

Well, maybe it depends on how you define things. After all, rubber bands can break if they are under too much tension.

Theres Lots of Tension in the Digital Age

Any company that isnt feeling some tension these days is blind.

The fact is that competition is more intense than ever before, and pressures not only from tension within your staff but also from the public are sky-high in many companies.

Customers Are In Your Corner

Until You Really Piss Them Off!

As many recent social media fiascos have shown, one little slip-up and that rubber band can break, stinging the corporate fingers that hold it. Just ask Lululemons founder and former CEO, Chip Wilson, who recently had to resign after his tactless remarks about overweight customers blew up online.

He hadnt learned the lesson that folks like Bill Clinton exploited so successfully: A well-timed, sincere sounding apology will usually buy you forgiveness.

Love Your Unhappy Customers

Back in my bank marketing days, I occasionally took calls from angry customers. I prided myself on never ending one of those calls with the customer still angry. Sometimes that took a very long time. But always it gave me ideas for things we could do better.

So next time you get a customer complaint, dont get defensive. Realize what a great opportunity they are giving you to be better.

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