After the hiccup
Most customer relationships don’t stumble because something went wrong. Your best customers know that mistakes happen.
It’s what happens next that can cripple the relationship.
I would be tempted to agree with Seth Godin here. But it actually reminded me of the recent incident with Ghostery.
Ghostery is a browser plugin that is supposed to protect your privacy online. But on Friday, when attempting to email its users about GDPR, they accidentally leaked the email addresses of hundreds of their users by CCing them into the email — the most basic and facepalm-worthy data breach of all.
I once briefly used Ghostery. But I uninstalled it after I found it kept on crashing my browser.
My response in this case was to find it deeply ironic that Ghostery should fail at the one thing they were meant to do. It’s true “you had one job” stuff, this. So I deleted my Ghostery account entirely.
Perhaps if my prior experience with Ghostery had been more positive, I would have been more lenient.