News this week that Jazz FM are to be investigated after receiving complaints just bring out the worst in both me and human kind for that matter. We all know it was a mistake, something that should not have happened and for us in the business, it was also quite funny. Jazz FM bosses apologised, moved on and that was it. No-one died, it was a simple mistake and if anyone was offended then they were no doubt contacted by the station with apologies. Sadly, some just go direct to OFCOM.
I have started to believe that we are surrounded by people who get some weird satisfaction from complaining. They know what buttons to press to get people all worked up. Life is busy but not for these sort, they always have time to complain. I have always taken the view that very few (if any) go out of their way to offend anyone. I believe firmly that no-one has a right NOT to be offended. If you don't like something just switch off, switch over or move over. Surely life can't be so bad or so serious for people to get that upset about anything.
I have never complained about anything that is free to air or free to me. You turn on and there it is, bursting out of the speakers. It is emotional, creative, most of the time absolutely brilliant and great company.
When I ran radio stations, I used to employ someone to deal with people who complained. I was banned from getting involved as I once told an idiot on the phone to just sober up and get a life. We then had to employ a brilliant person called Jeff who's best trick was simply to ring up the person who complained and speak to them - often for over an hour. My rule of thumb is simple: If you have crossed the line, say sorry and move on. If you can defend it, say so and move on. If the complainer is an idiot, defend it to the bitter end and move them on to OFCOM.
In my after dinner speeches, I tell the story of how people used to ring me as John Myers (when I was MD) to complain about me as John Morgan. The fun I had with that I could fill a book with.
When I controlled Jazz FM, the regulator called me to chat about the music we were playing. They wanted me to define Jazz music. I said quite clearly - it was anything with a trumpet! Now that is worth getting complaints over.
The reality is that we live in a world where complaints have to be dealt with seriously. The truth is that most are a pain in the bum and nearly ALL are from people who really should no better. Give a complainer what they are worth... and not a jot more.
