As customers, many of us have antagonistic relationships with businesses. We have come to expect check-out errors to favor the store, products to break the day after warranty runs out, and electronics to become obsolete within a few months.
Six Apart, my blog service provider, had some infrastructure problems recently. Barak Berkowitz, Chairman and CEO, gave me options for compensation. I get to decide the impact their problems had on me. Who better to judge? I love being treated this way.
From Barak's email:
That said, we recognize that customers have had different experiences with the service, so we want to give you the opportunity to choose more, or even less compensation. If you click the link below, you'll get a screen that offers you the following choices:
While the performance issues caused me some inconvenience I mainly found the service acceptable last month.
Give me 15 free days of TypePad.
The performance issues made it very difficult for me to use the service on multiple occasions during the month.
Give me 30 free days of TypePad.
The performance issues affected me greatly, making my experience unacceptable for most of the month.
Give me 45 free days of TypePad.
I really wasn't affected and feel I got the great service I paid for last month.
Thank you for the offer, but please don't credit my account.