In response to a bug being reported in an online community, this awesome CTO replied:
It’s brutally honest, and cuts out all the junk and fluff we’re so used to receiving from companies these days. If more businesses took this approach to client engagement and customer service, I assert that the world would be a better place. Everything is summed up perfectly. We’re left knowing everything we need to know from his reply:
- They are aware of the issue and actively working on it. The solution is coming.
- They are progressive and active in their approach and focused more on getting the issue fixed than making excuses or protecting someone’s pride.
- This is the Chief Technical Officer of the company typing those words, not a first tier support person. He was likely elbows deep in the solution and doing everything he could to solve the issue.
Now, I’m not suggesting that we all integrate profanity or short one liners into our approach to client engagement, and the situation was everything in this case, (a closed circuit community of committed professional users and partners of an online software application, not an open customer service desk) but it’s a perfect and refreshing response in that specific scenario, and one worth taking a moment to appreciate in an industry that is shielded by multi-tiered support departments, automated hold systems and service status pages that tell us nothing.
Trust is a wonderful thing in client/business relationships. Trust that clients have more interest in knowing that action is happening than smoke and mirrors, and trust that businesses actually care and are working on the solution for their clients.
While we might skip the F-Bomb, we strive to have honest, to-the-point communication like this at MicroBrand, and hope to build great relationships and partnerships as a result. Just like these guys have done with us.