Every service provider’s nightmare. Complete and total flat line outage of your service platform. My hat is in hand and I am completely in awe over WooThemes grace and incredible customer service this week past.
You see, WooThemes was the target of a rather destructive attack on their servers. It started with this post:
Attempting to make their experience as transparent as possible while their servers had been compromised. They still were able to get the word out. Since Woothemes provides services to many difference customers via WordPress, it was important they keep their customers informed on their status updates. They directed all of their URLs to the above post. Also, in the midst of it all, there was always someone monitoring and replying to their clientele via all social media channels, like twitter:
They were dealing with an event that can cripple a business if handled poorly and they were dealing with an event that required all hands, and possibly feet, too.
The whole time they were communicating with their customers, showing them how to receive service:
even when all hands were recovering data, rebuilding servers from scratch, and attempting to make the experience as transparent to their customers.
In fact, they turned this situation into an opportunity to reinforce their brand, the “Woo Ninja” sharing behind the scenes photos and taking their customer engagement to a whole new level. Even I, not a customer of WooThemes, heard about it. I think we call can take away something from this experience; even if the place is falling down around your ears, your customers want/deserve to know what you’re doing to rebuild – while it’s happening – not in an “after-it-happens-we-are-so-very-sorry” blog post. That post will come on it’s own.
Sure, you could probably say that their customers are ones who set the tone, and that those customers were understanding when an attack takes down servers out of your individual control; but, regardless of the service being provided, if that service is down, it affects the customer’s business.
I’m not a WooThemes Customer – I’m only a WordPress.com blog and I’ve not ventured into the other themes out there, I think one thing that stands out is their dedication to their customers.
Dear WooThemes, my hat is off to you. You served your customers very well. Incredibly so. Even I, as a customer service professional, learned a couple things about communicating, connecting and engaging customers on different levels, even in crisis mode. When I’m in the market to redesign my blog, I’m definitely going to be knocking on your door.
Welcome back from the breech http://www.woothemes.com/
Want to know more of the story, The Woo Ninja says it better than I ever could: WooThemes: We’re Alive and Kicking