Jaffe Juice

Elevator Summary: Typepad (this and many other blog's publishing platform/application) has been going through some pains. So much so that several bloggers have been not-coincidentally blogging against Typepad (would that be considered typing the hand that feeds it?)

You might have noticed multiple duplicative posts and comments which were the product of having to re-submit several times due to non-response.

So long story short...Barak Berkowitz sends out a mail to all TypePad customes and not only explains the situation and how it has been (or is being) rectified, but goes one step further:

At times last month, we did not provide that type of experience to all our customers and apologies are not good enough.

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.

How's that for respecting the intelligence and honesty of your consumers? How's that for recognizing the diversity of different customers and their varying needs and internalization of the same problem? This is pretty sublime...taking trust to the next level. No way everyone will be satisfied and debtable as to how scaleable this will be as Six Apart continues to grow, but it's a great start and step in the right direction.

CEO's could learn a lot from this action. Oh that's right, they don't pay attention to blogs.