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Authentic and Vulnerable Communication With Customers Works

Authenticate communication with customers works. Especially when not everyone is authentic nor vulnerable.

Many LexBlog customers experienced spam emails through the contact forms on their blogs on the weekend.

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No technology alive does not experience a few speed bumps.

I’ve always viewed those bumps as an opportunity to engage our customers.

Of course the level at which I enjoyed the engagement varied with the speed at which we could rectify the issue.

Here’s an email I sent out earlier today to all customers.

“Hi there –

I apologize that over the last couple days you may have experienced an abundance of spam emails coming through the contact form on your blog(s).

The issue was corrected this morning.

Neither the security nor the performance of your blog(s) was effected at anytime. The issue arose out of the performance of technology that blocks such spam.

As always, if you have any questions or concerns, please do not hesitate to contact me.

You may also subscribe here to receive all updates on the performance of our platform.

Thanks and have a good week,

– Kevin”

The notes I have received have been positive and appreciative of my team’s work.

One response led to a quick exchange about my visiting a good customer’s office and a director’s honoring my request to say Hi to the organization’s CMO.

I remember fifteen years ago when technology was not near as strong as today. Spam took our platform down for fifteen hours. Felt, at the time, that LexBlog would never survive.

A very good customer and I talked afterwards and he asked if I knew of the outage.

My response was “Of course I did, how couldn’t have I?” He said he didn’t know as he hadn’t heard from me, personally.

Such a good lesson for me.

Over-communicate. Talk to my customers. Drop them a simple email. Be vulnerable.

I am far from as good as I could be on communicating with customers. Fortunately my gut tells me when it’s time to send that note.

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