"So if you're getting slammed online this is what I recommend. Stop by admitting if you've screwed up so that the person knows you're genuine. Explain what happened. Offer a genuine solution if you did screw up. Get the customer on the phone so you ca apologize or personally apologize and address the issue head on. Don't avoid it, don't lie, don't blame the customer, take responsibility and come up with a quick fix that will make them happy and solve the problem." -- Mitchell Harper
The Customer Is the Boss of You
Mitchell is the visionary behind BigCommerce's industry-leading innovation, incorporating feedback from thousands of merchants to continually improve the product using a rapid release schedule and agile development methodology. He also built and designed the BigCommerce website and maintains the BigCommerce blog through which he educates customers on industry best practices and shares strategies to grow their businesses.
He also presides over all corporate communication, product positioning, marketing, customer strategy and public relations for the company and is in regular day-to-day communication with thousands of customers via the company's public ideas exchange and bug tracking tools.