There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity. Sure, when things are going well, everybody’s got a great disposition, the idea goes. But it’s when we’re tested that our true selves show through.
I was thinking of that recently when we had an Internet outage here at home. Now, anybody who expects perfect 100% around-the-clock unfailing coverage of services such as Internet is being unreasonable. I’m not sure what planet those Customers call home, but it’s not the one of humans and systems that go down from time to time. So yes, failure, even if rare, is inevitable. And that’s the point that brings us around to that old saying: How well brands plan for the inevitable (and therefore totally foreseeable, if not specifically schedulable) failures of their systems—and this goes for those brands who sell products too, not just service providers—tells us a lot about their dedication to their Customers.
It’s pertinent because here’s what happened: (more…)