Dell's 23 Confessions
 

*Source: Direct2Dell (http://direct2dell.com/one2one/archi...6/18397.aspx)*
_________
Now's not the time to mince words, so let me just say it... we blew it.

I'm referring to a recent blog post from an ex-Dell kiosk employee that received more attention after the Consumerist blogged about it (http://consumerist.com/consumer/insi...er-268831.php), and even more still after we asked them to remove it (http://consumerist.com/consumer/back...er-269127.php).

In this case, I agree with what Jeff Jarvis (http://www.buzzmachine.com/2007/06/16/poor-dell/) had to say: instead of trying to control information that was made public, we should have simply corrected anything that was inaccurate. We didn't do that, and now we're paying for it.

I believe in the customer voice—that's why I signed up for this job in the first place. There's simply no cheating the system. When we're on the right track, folks tend to say some good things about us (http://business.timesonline.co.uk/to...Submitted=true) (or at least give us a second chance). When we mess up, they let us know quickly and vocally. Then everyone watches our reaction like a hawk.

Now, if you'll allow me to shift gears just a bit, here's our own 23 Confessions list.

More...