Comments on: The right way to respond when you mess up

By: More Merchant

More Merchant — Sun, 15 Jul 2007 13:43:01 +0000

I have worked with a host that messed up often. I would email and let them know occasionally. They say their service is 24/265 yet it would normally take 24 – 48 hours to fix the problem like reset the server and there was never a reply until one day…

They sent me a letter that was hateful. It went on and on about bad customers etc.

Something to get out of this for all of us is that a customer that points out where you can improve is a GREAT customer. I could have just left and never told them.

Now of course I have switched.

By: TechZilo

TechZilo — Sun, 15 Jul 2007 02:38:52 +0000

CSS elite is nice….going over it.

all credit to them for responding well.

By: Ash Haque

Ash Haque — Sat, 14 Jul 2007 04:49:28 +0000

I’ve never been in that kind of situation, but you did the right thing by contacting him first. Rule of thumb is be polite as possible because more often than not it’s just an innocent mistake.

And Todd, the owner of CSS Elite, seems like a really good to fix the situation like that

By: Todd

Todd — Sat, 14 Jul 2007 03:18:39 +0000

Yeah that's the perfect way to handle that kind of situation, whenever I make a mistake I try to give the client whatever I can to make it up to them, every unhappy client is less referral work you're going to get.

Sometimes though the client can be a total prick and no matter how hard you try they still act like one, nothing you can do but smile, nod and let them go. I've had some really pain in the ass clients at times!