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Apologize before customers even know there’s a problem

Chase sent me an email apologizing for a website outage that I never noticed.

Great move:

  • I’ll trust them more.
  • I’ll be more patient and forgiving next time it happens.


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  1. Rachel Baker September 25, 2010 at 10:24 pm #

    I did notice. In fact, I was really annoyed that the email was not signed and personalized. Who was apologizing to me?

  2. Sabrina Sherrell September 27, 2010 at 1:14 pm #

    You’re luck you didn’t notice. I, along with many other Chase customers, noticed that the site was down for most of the day. I think it was ridiculous it took them five days to send out an email acknowledging the issue. That should have been priority one after they realized the site was down. They should have sent out an email WHILE the site was down apologizing for the inconvenience. Do they not have a crisis communication plan for moments like this? The crash makes me double think their online security. The untimely email makes me double think how they value their customers. You trust them more because you didn’t realize the crash while I trust them less for the way they handled the situation.

  3. Steve September 28, 2010 at 12:40 am #

    I noticed. Funny how different the reactions. I thought, well when I screw up an apology isn’t enough, they want money from me. Now they screw up and an apology is OK. Chase is an unbelievably arrogant company. Its all about money with them. They should credit their customers for the outage.

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