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6A customer love!
Some companies turn adversity into branding coups while others make them worse. The team at six apart took the ballsy step to 'own' their performace problems and offer their users the chance to decide how bad it was and act honestly in deciding themselves what was a fair compensation.
6A sent an email today to all paying customers offering three choices including 30 and 45 days credit. This company is working at a much higher level of customer care and transparent honesty.
All I can say is I'm impressed.
Maybe the ceo of sonos (and BMW for that matter) can study this company both for its ability to rapidly assess and respond as well as for owning its problems.
I've always wished I were an investor in 6A. Now I really do. Sent wirelessly via BlackBerry from T-Mobile.
November 14, 2005 | Permalink
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» Customer Service Matters from 1000 Flowers Bloom
Well I'm annoyed with the outages but I'm glad that Six Apart is doing something for their customers. Here's an image that 37 Signals put up. Mark Pincus says it better than I could. Customer Service Matters. [Read More]
Tracked on Nov 15, 2005 10:13:22 PM
Comments
Yeah.. Pretty sweet I must say. I'm impressed as well.
Wonder if Sony will step up and do the same thing with their RootKit CDs! :)
Posted by: Kevin Burton | Nov 15, 2005 12:25:55 AM
I think the success of any company really comes down to their customer service in the long run. More companies should realize that.
-Bryan
Posted by: Industrial Directory | Nov 15, 2005 6:08:15 PM
