Don’t Pretend It Didn’t Happen
A few days ago, AuctionAds was down for (I believe) over 5 hours.
Now every business has hiccups, especially those that are just starting out so I don’t hold it against them. What separates the winners from the losers is how they handle those hiccups.
AuctionAds has a blog, which I’m guessing is there to communicate with their publishers. I expected them to come clean and explain why their system was down the other day, but they didn’t.
Don’t you think they owe their publishers an apology? Something along the lines of, “hey, sorry we messed up, but it won’t happen again!” Considering that the downtime resulted in loss of income and made the publishers’ sites useless by increasing the load time, I think they do.
Right now, I’m not completely sure they even knew their system was down (although I can assume they did). Do they know why? Have they fixed it or can we expect more of this in the future?
The point is, when you mess up it’s best to acknowledge it, identify the reasons, and then make sure it doesn’t happen again. This is especially true for new companies who don’t have a track record of providing good service yet.
In the end, AuctionAds would be doing itself a favor by acknowledging the problem and instilling confidence in their publishers that they’re doing everything they can to prevent this from happening again.
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I agree with you completely. I ended up removing Auction Ads from my site that day because it was not working and they had no message about why (when I checked their site wasn’t working at all). I might go back to them eventually but I was upset they didn’t give a reason and it messed up my site.