Errors, mistakes, bugs. They always happen at the worst possible time.
We were feeling pretty good about ourselves, we had just implemented a change based on a customer’s request. Cool. That’s the beauty of agile development, and web based SaaS delivered software.
But wait! That’s not all you get in this brave new world.
Along with all this good stuff, you can make things break. And, that’s just what we did. A customer called to say she got the ‘Red Bar’ and then a production manager got the same bar. Woops! We broke something.
What to do. I contacted the customer immediatly, and said, “I’m sorry, we are having a problem, develepment is on it, and I will contact you when it’s fixed.”
Here’s the happy ending. The bug was fixed in 20 minutes, the new feature still works, I contacted the customer and they are happy.
So, now I echo the Web 2.0 mantra that says, “Your customers are your best friends. They will tell you when something doesn’t work, and if you react well and quickly, they will love you.”
Thanks to our customers, our support teams, and our developers. This is a success story.
-Steve
