This item comes to us courtesy of a Loyal Reader. (So thanks in advance, Loyal Reader, both for the item and for being, well, loyal.) Seems LR got a surprising email on the weekend of April 10 from Boingo, the world’s largest network of Wi-Fi hotspots. In it, he and thousands of other Boingo account holders were informed that their Unlimited access accounts had just been changed to pay-as-you-go accounts – a not insignificant downgrade that had account holders up in arms. A few days later, the company sent another email acknowledging that the weekend alert had been sent by mistake, and explaining that it was an internal communication never intended for wider consumption. A fine mea culpa, if a little late to the game, as our LR noted. But what made LR and a bunch of other Boingo users feeling better was the company’s inclusion in the apology a link to the corporate blog, which provided further details on the foul-up and invited users to provide feedback. Smart. And as our LR remarks, many customers ended up using the blog “to thank the offender, or put it in a context [of] ‘not the end of the world, no one died,’ etc.” Lesson: when your company has screwed up, acknowledge the mistake and then make sure you are seen as doing everything you can to help your customers and to show you care about their concerns. Nice Recovery, Boingo!
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