This is an e-mail I woke up to this morning from Yahoo Sports. It came after a critical platform fail at the worst time. Honestly, when you get to this level I don’t know if there ever is a good time for a platform fail. I’m in two Fantasy Football leagues this year, which has me jumping between the ESPN and Yahoo Sports app to keep up. I’m not glued to all the games on Sunday, so I rely heavily on the apps to keep me up to date in real-time. Yesterday it was more like half-time (not the football game type either) for most of the day.
I think there are some good lessons to garner from Ken Fuchs at Yahoo Sports. While I wasn’t pleased with the platform, I was happy with the way they handled it. Here are some key points to why I was happy with response:
1) They owned the problem.
2) They didn’t try to spin it.
3) They were transparent with their resolution path.
4) They learned from it.
5) They communicated immediately.
A company can say they believe in these principals all day long, but it’s not until they have to be applied to a situation that it becomes reality. It’s these kind of problems that make you stronger or break you down. I’m glad to see it is making them stronger, because I really like their functionality and feature set better than any other platform. Service to your customers matters, always.
Breathe In & Smile Out,