Whilst we do our best here to ensure everything runs smoothly, we admit that at times we have had our issues where faults can cause services to be offline for the customer.
We have had a few - email servers falling over, web hosting services offline, radius authentication not working - even down to the small issues like a customers router failing and then having no replacement available for them under warranty .... yep we have had our fair share of issues.
The thing about faults and problems is that no matter how hard or how much you try there will always be issues. The ability to learn from these issues and then put in place systems to prevent (or at least minimise) the problems is what makes the difference between a good business and a bad business.
We do our best to learn from our faults and use them to make our business better for the customer. It makes good business sense to ensure that the same fault does not happen again for the end user (although some problems may all look the same from the customers view!).
As Dreamtilt (www.dreamtilt.com.au) grew from just a few dial up customers to a local wireless broadband company, our experience grew. And one thing we learned was whilst a customer may forgive you once, don't make the same mistake twice .... and that's what we try very hard to do now.
As part of our business, we now try to antcipate issues - and eliminate them before they become large problems! It takes a bit of brainstorming and often it helps to have a person outside the business (and Internet background) ask questions. At first some of these questions may seem a bit silly - but every now and then there is one that makes you think - 'Hmmm, yes that could be a bit of a problem ... nice one ..'
We will probably never stop learning here. That's what makes our business so interesting......
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