Many companies talk about customer service and caring about their community, but few walk the walk. Yesterday, Blip had an issue with their upload feature causing frustration with many users.
Rather than hide behind the typical message of “please be patient as we’re experiencing unusually large amounts of support requests”, instead their CEO, Mike Hudack (pictured at left) posted this message.
Our database servers are having a little bit of a temper tantrum right now. As a result we’ve had to temporarily disable uploading. Our database servers are having a little bit of a temper tantrum right now. As a result we’ve had to temporarily disable uploading.
Please call me (my office line is XXX-XXX-XXXX x—-, my cell is XXX-XXX-XXXX) if you have any questions or want to yell at us.
We’ll sound the all-clear ASAP.
UPDATE: We’re almost there guys.
UPDATE 6:35PM: Everything’s restored. Sorry about that!
Have you ever seen a CEO give out his direct line much less his cell phone?!? And how did these angry customers respond? With praise not pressuring complaints! Other companies need to take note on how to handle a crisis. Check out these great comments on Blip’s outage.
A great example of how the best-in-class are only truly revealed when things go wrong. - Craig
When you have to disable uploading, you probably expect to hear complaints… That’s why I thought I’d take this opportunity to say that Blip.tv rocks. You guys are awesome and you’re offering an awesome service. - Tommy
Flickr photo credit: redgibbo