Spinning a bad customer experience into a positive one

Remember like 20 years ago when Tylenol had that Poisson scare? I was really young but I remember it being talked about… I was reading something last month that said that actually ended up being really good for Tylenol because of the way they handled the situation. Sales went up…

Earlier this week about 20% of the internet went down because of a attack on Godaddy. Although I dont have any sites hosted with them, my domain names happen to be registered with them. Because of that my name servers went down and all my websites went off line for about 4 hours… PWR included!

I was pretty angry and was ready to start transfering everything away from them this month… UNTIL… I just got this email from them…

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[TD=“colspan: 2”][LEFT][FONT=arial, helvetica][COLOR=#666666]Dear Chris Lambrinides,

We owe you a big apology for the intermittent service outages we experienced on September 10 that may have impacted your website, your email and other Go Daddy services.

We let you down and we know it. We take our responsibilities — and the trust you place in us — very seriously. I cannot express how sorry I am to those of you who were inconvenienced.

The service outage was due to a series of internal network events that corrupted router data tables. Once the issues were identified, we took corrective actions to restore services for our customers and GoDaddy.com. We have implemented a series of immediate measures to fix the problem.

At no time was any sensitive customer information, including credit card data, passwords or names and addresses, compromised.

Throughout our history, we have provided 99.999% uptime in our DNS infrastructure. This is the level of performance we expect from ourselves. Monday, we fell short of these expectations. We have learned from this event and will use it to drive improvement in our services.

As a result of this disruption, your account will be credited for the value of 1-month of service for each of your active/published sites.* This credit will be available to you for the next 7 days. Please click the button below to redeem your credit.

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It’s an honor to serve you. Thank you for the opportunity to re-earn your business and trust.

As always, please call us 24/7 at 1-480-505-8877 — anytime, for any reason.

Sincerely,

Scott Wagner
CEO[/COLOR][/FONT][/LEFT]
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Just that little gesture is enough for me… Ill probably never switch now…

We had a situation last week where there was big mess up on a job. We immediately refunded them and gave them a free service to use whenever they want. The guy called me up yesterday to thank me for the way it was handled, and told me he will be a customer for life…

Its very easy to spin a negative into a good thing…

I got the same message. I was working in the field so I don’t know if there was any effect on my business. SO for me it was a win. Got a free month. It’s probably going to be a costly mistake for them, but not as costly as losing a bunch of customers.