Definitely agree, ​@mschilling! I wrote something similar in my post also. Responding with empathy and clarity goes a long way and can help build brand loyalty.

I so agree with you ​@mschilling. Admitting fault is such a hard thing to do for our leadership, but I think it’s because we often take ourselves out of the consumer mindset. How many times have we had a problem with a product that we KNOW wasn’t our fault. Just because we’re on the other side of the transaction doesn’t mean that we’re suddenly exempt from faulty code or the occasional error. It happens, and I like to think customers would be much more appreciative of us if we didn’t give them the run around about our faults and make them seem like everything that goes wrong is a user error. Good point!