A couple of weeks ago, I started my personal blog on a relatively new platform called Tumblr. Tumblr is technically a “tumblelog”. Basically, it works like a blog but it’s lighter on features and much easier to update and maintain (some people compare it to what blogs looked like in the early stages of blogging).

The reason I’m bringing this up is because last week Tumblr experienced some technical issues during an upgrade that went wrong. What happened next is an example of how a company should handle these issues, and how well do committed customers react to honest feedback:

Tumblr immediately posted a heartfelt apology on their blog, and detailed the steps that they were taking to improve. The customers’ reaction was overwhelmingly positive (you have to read the comments…)

Companies that offer tons of value, and build a strong brand to the point where customers become fans, will have an easier time going through rough waters because their customers want them to succeed. Go Tumblr !

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