It wasn’t that big a deal, but it was a business event that went wrong. It wasn’t Peter’s fault, it couldn’t be avoided, but it had the potential for making customers angry. You know, something like a merchant or a payment processor getting hacked – but not at all that serious of course. Maybe as a merchant you sent out the wrong merchandise or had some other glitch.
I follow Help a Reporter Out (HARO) looking for PR opportunities for Merchant911. HARO is the brainchild of Peter Shankman, CEO and the ultimate entrepreneur with whom someday I hope to spend even a few minutes. Peter, if you’re ever near Lancaster PA, I’m there in a heartbeat.
This afternoon he had scheduled a conference call that a lot of people paid money for. I wasn’t one of them but since I follow HARO, I know what happened. Part way into the event, there was a technical problem that totally killed the event. It was probably one of those things that couldn’t be avoided. It just happened.
Peter’s reaction could have been “Oh well, it wasn’t my fault – life goes on.” But no, he set an example that a few in the payment card industry need to learn from. He immediately apologized, but more than that, accepted full responsibility, gave his best account of what happened, and “vow[ed] to make this right.”
You can read his statement here and while you’re at it, I suggest that you read some of the comments that followed the statement. Happy customers all.
Pay attention, payment industry, and remember Peter’s response to the problem. He apologized. He explained what happened. He apologized. He took steps to try and make sure it won’t happen again. He apologized. Then he made it right and apologized again.
And if you’re looking for an opportunity to connect with a reporter as an expert in a subject that you are really an expert on, why not join HARO – it’s free. And if you’re a reporter, it’s still free. No other PR agency will give you a deal like that.
