when a series of tubes go tubeless - the evolving natural web
when engineers try to market to advertisers

social media transparency - drawing the lines

I recently had a horrible experience with one of my client's customer services.  Their failure to deliver on their brand promise caused significant inconvenience and discomfort, both yesterday and today.

If this business were not a client, I would be calling them out on this blog.

But they write the checks that fill the account that feeds my paychecks. 

So I am not writing about my experiences with this brand over the past 24 hours.

Am I wrong for not writing about this client?  Am I wrong for not calling them out?

Is silence a minimal form of non-neutrality when I regularly write about customer first marketing and media?

Where do we draw the line?  Am I a coward?  Or a savvy business person?  Or maybe a bit of both?