How to apologise to your customers

Re:How to apologise to your customers by j_baker on Tuesday April 03, 2012 @02:28PM (#3794154)

There's also a difference between lying and fiction. Fiction serves a higher purpose. Lying doesn't.

In this particular case, I agree that the company is probably overstating their concern. And you're probably correct that this is bordering on theatrics, but the theatrics serve a higher purpose: to show that they really do care for their customers. I suspect that someone put a lot of effort into creating these theatrics. Would someone who didn't care for their customers do that? No. They'd probably use a platitude like "The customer is always right" as their slogan, and ignore their customers.

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Re:How to apologise to your customers by lancewiggs on Tuesday April 03, 2012 @05:28PM (#3794906)

My impression was that the photos accurately reflect how the team felt during the outage. We'd all feel pretty awful during that sort of event, and it was a quick and effective way to get across that these guys did too.

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