This may be old news to some, but for those of you who missed it the first time around, the hosted blogging service called TypePad (from Six Apart) came under fire recently for some performance hiccups. Site downtime and related performance issues can be a real turn-off, and understandably many of their users were annoyed. Rather then dance around the issue, or try and keep it quiet, check out what they did…

• They publicly acknowledged it
• They kept the conversation open as they worked to resolve the issues
• …they continued to maintain an open dialogue (I am sure there are more links regarding that aspect of the situation, but I’ll stop there )
• Then they offered their customers the choice of a service refund to hopefully compensate them for any frustration
• And, in a very healthy and open manner, publicly reflected on how the whole process turned out.

Hat’s off to Six Apart! If only all businesses operated with such humility, openness and customer-focus. What a great model to strive for.

TAGS: TypePad | Six Apart | Business Strategy | Communication | Ethics

This entry was posted on Sunday, December 4th, 2005 at 8:50 am and is filed under Business Ethics, Business Strategy, CalPoly MBA, Interesting News. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.