I have already shared the very well written email I got from Buffer with you. Now for Part II, in which I evaluate their follow up email.
And class, I don’t even use Buffer! I signed up but quickly realized that I don’t cache enough content or have enough tweets to make it worthwhile…at this time. But you bet your bippy when I do I’ll not only use it but recommend it to friends!
Hi there,
I wanted to follow up with you after yesterday’s hacking incident. For many of you this has seriously disrupted your weekend – I’m sorry we caused that awful experience. The Buffer team has been working around the clock and I’m glad to say we’re back up and running. We have also spent all of today adding several security measures.
There’s one key step to using Buffer again: You will have to reconnect all your Twitter accounts, even if you’ve already done so. Go to the Buffer web dashboard to reconnect.
Other important things for you to know:
What is left for us right now is to complete our technical analysis and take further security measures. We will follow up with another update on this soon.
I want to invite you again to hit reply to this email or post a comment on our blog post. We will be sure to respond to you as fast as we can.
1: Writing a follow up email at all! This shows they are serious, they care, and they’ve taken the time to communicate with their customers.
2: Empathy with a specific understanding of what it may have cost the customer—time, convenience, trust in the company. Understanding what you have cost the customer is key in crafting a sincere, believable and effective apology.
4: Using formatting to emphasize points- bolding, spacing and bullets are all used very well here
6: What’s next/ what can the customer expect? After something goes wrong and you’ve fixed it, there is still a dangling thread that some companies miss- what’s next. It’s also smart to move the customer “past” the unfortunate event and to looking to the future. These guys are good!
