It depends entirely on how it's handled by the actual owner, assuming this is just an employee.
If you're good at spinning PR and responding correctly, the right apologetic stance can flip this from a PR nightmare to free good PR. The trick is responding fast, responding apologetically, responding honestly, and more than making up for the original mistake.
"We apologize for the lack of respect our CS rep has shown you; he's been terminated and we'd like to offer you a free two years of service and we'll do our best to recover your lost data."
That is amazing. Based on their twitter stream you know they are bad news. They would be better off if they spent less time "defending" themselves, and more time making their customers happy enough so they don't want to make "incorrect public statements."
My favorite part is where he says he'd like to unsuspend the one guy's account, except that he used a Naughty Word and so there's no way he can do that now. I mean, what the, ahem, fuck?
Comments
It depends entirely on how it's handled by the actual owner, assuming this is just an employee.
If you're good at spinning PR and responding correctly, the right apologetic stance can flip this from a PR nightmare to free good PR. The trick is responding fast, responding apologetically, responding honestly, and more than making up for the original mistake.
"We apologize for the lack of respect our CS rep has shown you; he's been terminated and we'd like to offer you a free two years of service and we'll do our best to recover your lost data."
Not very likely. Go and have a look at the rest of their Twitter feed: https://twitter.com/#!/thiswebhost
https://twitter.com/#!/thiswebhost/status/102087912497221633
https://twitter.com/#!/oscargodson/status/102092891979132929
That is amazing. Based on their twitter stream you know they are bad news. They would be better off if they spent less time "defending" themselves, and more time making their customers happy enough so they don't want to make "incorrect public statements."
https://twitter.com/#!/thiswebhost/status/102089336509562881
No kidding. I really love this line from their latest blog post:
"I would like to remind people that contacting us with abusive e-mail messages is in fact illegal"
"You suck" is not illegal, gents.
Man. What slime.
My favorite part is where he says he'd like to unsuspend the one guy's account, except that he used a Naughty Word and so there's no way he can do that now. I mean, what the, ahem, fuck?