December 31, 2010 § Leave a Comment
Nobody’s perfect, and neither is any technology. Continual growth and development is going to come with its hiccups, the important thing is how you manage the hiccups and recover from them afterwards.
Last week, Skype services went down for an extended period of time. During that period, Skype rushed to identify the reason for the service disruption and provided updates on their Twitterfeed every few hours. Although it came back online within the first day, the recovery was short-lived as service went back down the very next day. It took hours more to stablize the system again and to bring normal services back up for all users.
The culprit: a number of the support servers for offline instant messaging had become overloaded and one of the Windows versions of Skype became paralyzed. « Read the rest of this entry »
August 7, 2010 § Leave a Comment
I went to throw a quick update up on my posterous blog this morning, and came across the message below on their site.
I actually had not been aware of the scheduled maintenance that was to occur, but upon being informed, understood and had no real reaction. (Contrary to my confused reaction and subsequent post a few months ago when the JustMeans website went down. To be fair, that was not a scheduled maintenance, but all the more reason and need for effective communication.)
Posterous did a very good job in keeping the page clean and the message abundantly simple. The call to action for me, the customer, was clear: if I wanted real time updates, I should go to their Twitter stream. The main message was also very clear: a scheduled maintenance was underway, the site was temporarily down and would be back up and running as soon as they were done. I noted that the estimated time of completion for the scheduled maintenance had actually been 2AM PDT, but didn’t bother doing the time conversion for my timezone immediately. I went straight to Twitter. « Read the rest of this entry »
June 6, 2010 § Leave a Comment
My boyfriend and I recently both had independent experiences with a popular fitness chain in Toronto that left us bewildered and asking ourselves – do they really want our business? Doesn’t really seem like it.
The problem is that the gym is so focused on their formula for hard sales, they actually make it incredibly difficult for someone to sign up. All of the accommodation and effort required is left squarely on the shoulders of the client – which is unfortunate, because as with all things, the harder you make something, the less likely it is for someone to follow through. In the sales and service industry, this becomes another critical point to consider. « Read the rest of this entry »
May 10, 2010 § 1 Comment
This evening, I experienced a miraculous customer service turn-around. After an exorbitant eight hours holding on the airline customer service line, the fantastic attitude and helpfulness of the customer service rep actually not only erased that negative experience, but further enhanced the image of Iceland Air in my mind.