I have received two emails in the past couple of days from my phone service provider (it’s a VOIP service that runs through the Internet) apologizing for the brief phone outage a few days ago and explaining what happened and what they are doing to make sure it doesn’t happen again.
Interestingly, since I have been out of town, I had no idea my phones weren’t working.
How many companies would elect to say nothing, hide behind voice mail and email, pretend it wasn’t a problem etc as opposed to what this company did which was to admit a problem, address the issue and keep people informed.
I realize when something goes wrong people like to complain and it’s unusual to rave about a company at that time but considering I have been with them for 6 years and this is the first time there was a problem and they now show their true character by addressing things upfront, I’m even now more impressed.
In case anyone is interested, the company is Packet8 (www.packet8.net)
Have a great day!