A Letter from Eugene Mirman, And Some Next Steps [Untangled]
Five years ago, we had a prolonged technical issue affecting thousands of broadband customers. After a healthy debate about what to say about the problem, we decided it was important to tell it like it was -- to fess up. We used many communications channels to admit we were having a problem, to assure customers we were doing everything we could to fix it as fast as we could and to please be patient. And our customers stuck by us.
It's a lesson we will never forget.
Earlier this week, Time Warner Cable missed an installation appointment for one of its New York customers. Unfortunately for the nation's second largest cable operator, the customer was a well known comedian, Eugene Mirman, who decided to post an "open" letter to Time Warner on his website. If that wasn't bad enough, he also bought a full page ad in a publication called the New York Press to make sure everyone saw the letter.
The letter certainly was humorous but also was pointed. He wished upon all of Time Warner's board a ring tone that announces their weight whenever they receive a phone call but he also questioned why the company would reschedule his appointment for another day without bothering telling him.
It was a mixup. A bad one. And, like all satellite, telephone and cable companies, we've all made similar mistakes. None of us are perfect and we will make mistakes. What tells you who we are as a company is what we do about it.
Time Warner has a resident blogger, Jeff Simmeron who took up the issue head on. On the Time Warner blog, "Untangled," Jeff admitted,

We botched his install, and miscommunicated with him about it to boot. I really wish that this hadn’t happened, and I really wish it never happened, but we can’t hide from the truth: this is neither the first nor the last time that we’ve miscommunicated with a customer, inconvenienced them tremendously, and screwed up what appears to be a very simple task. I’m sorry this happened, and I’m sorry every single time it happens.
Good for Jeff and good for Time Warner. There is something disarmingly human about a big company admitting its mistakes. It reminds us that companies are simply people and people are imperfect. He went on to describe all the things Time Warner is doing to minimize these mistakes -- things such as improving their coaching, providing incentives to employees for success, increasing self-service capabilities, and improving the tools available to representatives.
I hope that Insight customers know that if they get caught up in an unsatisfactory experience, they can escalate their issue to supervisors and managers and all the way to the CEO of the company -- me. My email address is posted on this site (on the left side) and when I receive an email, I do indeed personally see to it that we respond effectively.
And like some of the things Jeff mentioned, we also are focused on learning from our mistakes. When a customer has an unsatisfactory experience with us, we first focus on solving the problem, then, we analyze what went wrong. Sometimes it's simply human error and other times we find we should make changes in our processes to avoid similar failures in the future.
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