16 Oct 2009

The Secret to Addressing Your Product’s Failure

It’s not “if” your product fails, it’s when

Everyone drops the ball. Even the most reliable products and services will inevitably fail, your employees will say something incorrect (or, if you’re lucky, inappropriate) or something will just get missed. So, it isn’t that your product will fail, it’s when.

So, make sure you are prepared to address the failure when it happens (or if possible, before it happens). That is the most important thing you can do to keep your customers happy.

AT&T took some really bad press here in Denver when the Denver Post ran this article.

Issue I have with them is: I didn’t have phone service for 7 hours. No texts, no email, no phone calls, no internet.

YET, they knew that their service is going to be spotty for the next couple of months because of upgrades. No communication to me about it!!!

Solution to decreased complaints:Easy….. a quick text message to all customers telling them of the service interruptions. Upfront, honest and concise. That would have significantly reduced bad media coverage and customer complaints……


Adam is a graduate of Colorado State University (bachelor’s degree in marketing), and he has experience on both the client and agency side of the marketing world. These experiences led him to come up with a unique, more efficient business model, which he’s incorporated into Encite Marketing. Adam sets the strategic direction for all Encite projects, developing integrated marketing campaigns that bring results. He takes a consultative approach with clients, educating them about how the process works, and keeping them in the loop about end goals, steps, and tasks.

One comment

  1. Totally agree. AT&T knew they were having issues here, and waited for me to call.

    The only good thing, is when I did call, it was almost instant to get through.

    Great Customer Service, bad Public Relations.

Comments are closed.