Dell's Blog Admits Mistakes, Wins Support
It’s refreshing to read an honest assessment of Dell’s blunders at its own blog, Direct2Dell:
“Now’s not the time to mince words, so let me just say it… we blew it.
“I’m referring to a recent blog post from an ex-Dell kiosk employee that received more attention after the Consumerist blogged about it, and even more still after we asked them to remove it.
“In this case, I agree with what Jeff Jarvis had to say: instead of trying to control information that was made public, we should have simply corrected anything that was inaccurate. We didn’t do that, and now we’re paying for it.”
You have to wonder why more companies don’t do the same. First, you sleep better at night with the guilt off your conscience. Second, it’s so darn hard, these days, not to get caught. Finally, your customers will you respect you more for coming clean. Here, for example, is “Erica” in a comment to Dell’s apology post:
“Thanks for apologizing. As Gaby on Consumerist wrote, working with and not against the consumer will work for you, I believe. In any situation (marriage, the workplace, or customer relations), when a person feels respected, acknowledged, and treated as human, they are more likely to cooperate and remain loyal. When many other companies are not willing to do that, being the one company that listens to their customers could be quite an asset.”