From: Ancestry.com
Subject Line: Thanks for your patience
Date: Thursday, May 20, 2010

From: Ancestry.com
Subject Line: A token of our appreciation
Date: Friday, May 21, 2010





Most of the time, I am Ancestry.com's biggest fan - I find it to be about 10 times more compelling than Facebook. All in all, they have one heck of a pretty slick package, ranging from their commercials (some of which are like works of art) and sponsorship of the TV show "Who Do You Think You Are?" to their website and email newsletters. Perhaps it is my complete addiction to Ancestry.com that caused me so much frustration this past Wednesday when the Family Tree member access portion of their site was down for nearly the entire day! Withdrawal is bitch.

I'm not overwhelmed with the apology emails that followed, as I don't think they went far enough. The first one was basically an announcement that they were back up and running and thanked me for my "patience" and being a "valued member". Hmmm. They shouldn't assume I was all that patient, and don't just thank me for being a good customer. I wonder if they received enough negative feedback from the first email to prompt them to send another apology email the following day offering a "token of appreciation". Emphasis on token. The second email was too wordy and mostly full of lip-service as it merely offered an extra day to the subscriptions of members. A small gesture (in their own words). I think that was the least they could offer, considering I couldn't access my "tree" for almost the whole day. If I were the "powers that be" at Ancestry.com, I might have offered something a little more generous, such as a free week's worth of membership or perhaps a one-time discount for any item from their on-line store (Ha! Then they could make money from their mistake!). I know that missteps will happen, but I really think that when they do, it should be used as an opportunity to make things better, and hopefully, your relationship with your client stronger.

All griping aside, I am still a complete junkie for Ancestry.com, and I'm right back to mainlining my favorite habit. :)

Thoughts, anyone?