Someone said a company's response to a problem can make all the difference. Maxnet's general manager Brett Herkt was quick to respond to my irate blog post the other day, and it's a textbook example of a gracious, well- thought-out reply.
The problem in question was (thankfully) sorted the morning after I posted, only to be followed up by another problem that seems to be with "the way things are" with domain names. It's still very frustrating.
But Brett's response stands as a textbook example of how to cope with those cranky customers who use their newfound power to spread bad vibes about your brand. That was a common fear expressed at the Media Relations Conference I've just returned from.
As I tried to explain at the conference - it's just conversation. All technology does is extend the conversation outside the walls of a room. The same rules apply online as in a room - be direct, be humane, attack the issue and not the person (which I tried to do, but probably slipped over the line in that blog post title...)
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