I Like Companies That Say “We Suck”

This is something along the lines of people who like it when people say “I’m sorry”. As for me, I really don’t care what companies say, I care about what they do… just like with people, it’s not that you are sorry about something but rather what are you going to do in the future to affect a different outcome. If Yahoo! 360 has crappy feeds, well just acknowledging that still results in their users having crappy feeds. A more meaningful “conversation” to have would be around the product plan for a new feed mechanism that improves them.

Just saying you are sorry or “we suck” doesn’t get you off the hook in my book.

PS- it wasn’t Yahoo! saying “we suck” in that blog post, it was some guy in a product group… there is a difference.

Micro Persuasion: I Like Companies That Say “We Suck”:

I like companies and products that have the guts to say “we suck” or something close to it.

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2 thoughts on I Like Companies That Say “We Suck”

  1. Jeff, very true…it’s like when Typepad was having it’s outages. I didn’t really care that management was posting how sorry they were on the Six Apart blog, as a customer I wanted assurances that the problem was being fixed and wouldn’t recur down the road.

    And on the flip side, a company like Salesforce.com, which has received plenty of bad press for its outages, at least did something proactive by putting up a monitoring system for anyone to view on the web, with basic drill down capabilities to explain the situation rather than a panderings “oops, my bad.”

  2. Jeff,
    there is no question that the action of creating better feeds is the best way for a Yahoo to demonstrate their commitment to improving the 360 product. However, mentioning that there is a problem lets users know that Yahoo is thinking about the problem and implies that they will take some action. Most users are fairly tolerable and acknowledging the problem buys Yahoo more time before people shift to an alternative service provider. I agree 100% that a road map on fixing the problem would be better than the acknowledgement but the acknowledgement is far better than silence.

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