How To Know a Good Complaint From a Bad Complaint [audio]

How To Know a Good Complaint From a Bad Complaint [audio]

by Tracy Johnson

It seemed like a never-ending battle with our audience. Our morning show was the legendary Jeff & Jer, who were pretty good at what they did as evidenced by their induction into the Radio Hall of Fame. But barely a day passed without a complaint. That’s when having an audience persona was able to transform a radio brand.

I’ll tell you the story, but if you expect the happy ending to be that the complaints stopped, you’ll be disappointed. The complaints never stopped. However, it did change the way our station responded to those complaints.

On Star 100.7/San Diego, our station’s values were to be a bright, fun, positive choice for adult women to escape from the real world. We did it with a sense of humor, larger-than-life personalities, high profile promotions and an overall  goodness that translated into tremendous success.

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Jeff & Jer were the morning show, the engine that pulled the train. Our philosophy was to be Disneyland on the radio dial: a happy place where there are no problems, no worries and nothing bad ever happens. There are no bad days at Disneyland, and those moms don’t have to worry about their children being exposed to something that would embarrass them.

That didn’t mean we were prudes on the air, but at it’s edgiest, the station was PG-13. We were sensitive to the role we played in listeners lives. We were far safer than most of the radio stations in the market, and even more family-friendly than popular prime time sitcoms like Friends or Seinfeld.

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Overcoming a Listener Complaint

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