Monday, October 27, 2008

Apology Accepted

Whilst attempting to write a post last week I was frustrated to be told by Blogger (the online service that powers this blog):
Well, at least they have apologised (twice). And in this world of spin, mis-representation and blamestorming there’s a lot to be said for apologising when something goes wrong.

Q: What do you do when you are technical news site that relies on user-generated content, which then disappears when you have a technical glitch?
A: You put a news article out explaining what happened and encourage comments
Not that surprisingly, the community has responded with sympathy and not lambasted the site.

Compare this with the ‘issue’ over at Amazon, where reviews of a computer game were accidentally deleted/removed/hidden [delete as appropriate] with no apology and just a comment by a spokesperson that:
"Amazon did not knowingly or consciously choose to remove the reviews. The team is working on resolving this issue now and restoring all the reviews on the site."
To be fair to the online retailer, this could have been a one-off technical problem….
… were it not for the fact that negative comments of a game by the same manufacturer (and a major supplier of games to Amazon) were also removed a while back. [cough]

However, if you want to see a 'proper' company apology, take a look at the one from David Needleman the CEO of JetBlue airlines, written by him when customers were left stranded for significant time due to weather (and possibly bad service).
Note: This is the man who writes to individual letters called 'Blue Notes' to staff in his company who show superb customer service.

As Mr Needleman puts it on behalf of his company:

Nothing is more important than regaining your trust
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