As associate editor Chuck Moozakis reports in his update on MCI WorldCom's network outage, the carrier did get around to doing all the right things, but only after a week of evasion and denial. MCI isn't the only one passing the buck. My customers think it's my fault, and I have to bear the brunt. Well, Mr. ISP, your customers bought service from you, not from MCI WorldCom. Part of good customer service is bearing the brunt.
Customers demand stand-up vendors.
Don't compound mistakes by not owning up to them. Customer loyalty is a fragile thing. Robert Preston is editor in chief of InternetWeek.