Honesty in business
Posted by Jorge Bernal August 02, 2006
I was planing to post about this, but I’ve found Seth Godin has explained better first in Three important lessons from Dreamhost.
The DreamHost guys have been suffering some outage problems in their data centers, which turns into problems for all of their customers.
They start by telling
Here I’ll try and go into as much detail as possible about what happened, why, and the steps we’re taking to stop this sort of thing from ever happening again. I can’t excuse what happened, just apologize and hopefully elucidate.
And that’s what they do in a really long post.
I have too tell I might be a little biased on this subject since all of us who belong to the computer industry know sadly well that shit happens (more often than desired). So if you can avoid it, better you handle it the best way possible.
In Seth’s words:
Lesson one: when things get messed up, being clear, self-critical and apologetic is really the only way to deal with customers if you expect them to give you another chance.
