Getting it Right When Things Go Wrong

Some things in life are certain: death, taxes, and internet server malfunctions. The Sundog Media team works hard to avoid internet disasters, but they will happen. Last month we had a doozy of a problem that affected multiple websites and was out of our immediate control. It is in these crises that integrity and teamwork come together to form the stuff of near-legends. Okay, not legends. However, within a single day every website was up and working well, affected clients had been kept in the communication loop, and most folks didn’t even notice the rocking boat.

Feedback from our clients is our plumb line to measure the success of our response. We were very encouraged to hear this from one of our longtime customers:

Kym (and Joe),

Thanks for your speed in getting the website back up! At first, I didn’t think it would matter all that much, but then I received a phone message after Joe Law had emailed me about the situation. My prospective client needed to contact me for assistance with a business crisis and was reaching out to let me know the website was down and to get in touch right away. 

First, I was really glad to know people really do check out my website! When we connected by phone, I let her know that you were already working on the problem. Her husband is a really techy person and even worked with Steve Jobs so making a good impression certainly doesn’t hurt.

We then connected later in the afternoon and I was pleased to be able to tell her that the website was back up and running that I had just verified it.

Thanks again for your speed and for keeping me informed! I just wanted to let you know that it obviously matters . . . and that I appreciate it!

Cheers!
Tim Pearson, Professional Coach
Pearson Consulting

It is inevitable that things will go wrong. Especially when you work with computers! When your team steps up with creative solutions, hard work, and a good attitude, you can face the next crisis with the certainty of success.