*Source: Direct2Dell (
http://direct2dell.com/one2one/archi...6/18397.aspx)*
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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.
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