Comments on: When Admitting a Mistake Only Makes it Worse… http://checkmatepublicaffairs.com/blog/when-admitting-a-mistake-only-makes-it-worse/ Wed, 14 Dec 2011 04:04:26 -0500 http://wordpress.org/?v=2.8 hourly 1 By: Richard Elmes "The Sales Dating Guy" http://checkmatepublicaffairs.com/blog/when-admitting-a-mistake-only-makes-it-worse/comment-page-1/#comment-37 Richard Elmes "The Sales Dating Guy" Thu, 24 Sep 2009 21:59:13 +0000 http://checkmatepublicaffairs.com/blog/?p=52#comment-37 I agree that a follow-up letter outlining what happened, what we have done about it, and why they will never have to worry about it happening again, along with an apology and a gift to show remorse will go a long way to keeping those customers. The worse thing they could do is to do nothing. The best thing they could do is contact Checkmate in order to explain how they can avoid this (and other mess-ups)in the future. I agree that a follow-up letter outlining what happened, what we have done about it, and why they will never have to worry about it happening again, along with an apology and a gift to show remorse will go a long way to keeping those customers.

The worse thing they could do is to do nothing. The best thing they could do is contact Checkmate in order to explain how they can avoid this (and other mess-ups)in the future.

]]> By: Dawn Wentzell http://checkmatepublicaffairs.com/blog/when-admitting-a-mistake-only-makes-it-worse/comment-page-1/#comment-36 Dawn Wentzell Thu, 24 Sep 2009 14:46:36 +0000 http://checkmatepublicaffairs.com/blog/?p=52#comment-36 Unfortunately this is becoming an all-too-familiar scenario. I'm not even sure many organizations even realize this is a privacy no-no. I agree with Andrew, I think the organization has to make it clear that they've educated their staff on privacy rules; if even one person doesn't get it, this will just happen again. Unfortunately this is becoming an all-too-familiar scenario. I’m not even sure many organizations even realize this is a privacy no-no. I agree with Andrew, I think the organization has to make it clear that they’ve educated their staff on privacy rules; if even one person doesn’t get it, this will just happen again.

]]> By: Andrew Clarke http://checkmatepublicaffairs.com/blog/when-admitting-a-mistake-only-makes-it-worse/comment-page-1/#comment-35 Andrew Clarke Wed, 23 Sep 2009 23:49:46 +0000 http://checkmatepublicaffairs.com/blog/?p=52#comment-35 You think that's bad ... check out http://www.pcpro.co.uk/news/security/351814/demon-ebill-blunder-exposes-thousands-of-passwords . "Demon ebill blunder exposes thousands of passwords" If I was a Guelph Storm season ticket holder, I don't think a free hotdog would mollify me at all. I'd want to have some assurances that: - The person responsible has been sacked (sorry, Monty Python reference). - There is some new corporation-wide understanding of WHY this is a bad thing. - There are some procedures being put in place in order to prevent this happening again. Then I'd want an apology. It might even mean something to me if I felt like the issues above had been addressed. Probably emailing everybody on the list again, and doing it properly, with an apology would be the right thing to do. - Andrew. You think that’s bad … check out http://www.pcpro.co.uk/news/security/351814/demon-ebill-blunder-exposes-thousands-of-passwords . “Demon ebill blunder exposes thousands of passwords”

If I was a Guelph Storm season ticket holder, I don’t think a free hotdog would mollify me at all. I’d want to have some assurances that:

- The person responsible has been sacked (sorry, Monty Python reference).
- There is some new corporation-wide understanding of WHY this is a bad thing.
- There are some procedures being put in place in order to prevent this happening again.

Then I’d want an apology. It might even mean something to me if I felt like the issues above had been addressed.

Probably emailing everybody on the list again, and doing it properly, with an apology would be the right thing to do.

- Andrew.

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