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There are a lot of blogs and traditional media news reporting the delay on the Zune's valentines special edition delivery. But the major blog/media coverage was about the answer MS gave to its buyers: "We are sorry for the delay. We'll refund you. AND you'll get your Zune for free."
That's it. They can't make what they promised, they will give your money back and then give you the product they promised. I'll not talk cheap here about doing this kind of thing - obviously, MS do that to attract media coverage and to potentially get a differential from Apple, who's best known to launch better products over newest products and made all their customers unhappy. Some people are ironically saying that's because they didn't sell so it's not really a backlash for MS to give it away...
But a lot of companies - and here I'm talking specially of Brazilian ones - should learn from that example. Although there's a "customer code" law ("código do consumidor", in Portuguese) there are a lot of service providers who don't get even closer to really help their customer.
Refund or "get it for free" is a great way to show compromise and ethics in business. One thing that always made me proud about my ex-company (GrupoW) was that. No matter the financial backlash, we never let any client alone. We stick with the projects till their end, renegotiate, found ways to get it done. Still now that I'm out of the partnership, we are offering clients some options and I'm helping their employees with some older softwares I made to not let clients with errors or incomplete systems. I'm not saying we - or me - where perfect, but we're trying to build on confidence, respect and professionalism. Sometimes we failed, assumed and somehow corrected it and then moved on.
That's what I call ethic, respect and doing your job. MS is learning that - or at last is opening a great precedent and starting a discussion about it. I only hope this expands more and more into the services area, where things are never really clear, specially on-line.
Note: get this news firstly from an ironic post - in Portuguese - by Carlos Cardoso at MeioBit web-site, linked right bellow this post title. Only to show an example of the article, here goes a lousy translation of the title: "One more dirty MS way to get more consumers: respect".
Labels: brasil, internet business, microsoft, respect
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