Micro Center And The Art Of A Good Apology

by on May 1, 2009 in Communication

The ever-wonderful Jackie Huba pointed me to this example of a company who understands the value of monitoring their brand on the web. Turns out Jacque Jo at girlofwords loves Micro Center but had a world-class crappy experience and blogged about it. She presented the good folks at Micro Center a gift and they graciously accepted. How? Ed Lukens, the company’s Marketing Communications Manager, within a day simply apologized to her via the comments on her blog. And then Jacque Jo responded with a terrific followup post. And there was Ed again thanking her for her kind words.

Business leaders…care to know what I did after reading this? I went to see where my nearest Micro Center is located (sadly, none in Austin). But I now know I can buy online from them and I’m inclined to make Micro Center my first stop when shopping for electronics.

All it took was a conscientious employee monitoring the discussions for their brand and rectifying any complaints with a swift apology. Easy, right? Then why don’t more businesses do this? Look at how something so simple as an apology can create passionate customers.

Kudos to you, Ed. I hope your management appreciates the work you’re doing.

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Chris Bailey

And thank you for the comment :) I hope that your post provokes some reflection within Micro Center's business. The challenge for them will be to move to the next stage of the process: now they've apologize, will they take action to improve? Let's hope for Ed's sake that he's not issuing public apology #2 to you any time soon.

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Jacque Jo

Thank you so much for featuring my post. I was amazingly pleased with their response to my experience and I'll be a lifelong MicroCenter customer because of it.

I think you're exactly right -- monitoring the chatter helps greatly. This is the second time a company has responded because of a bad experience.

Thanks for the good work you do! :)

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  1. Microcenter Online | Worldwide News says:
    May 9, 2009 at 11:19 am

    [...] Micro Center And The Art Of A Good Apology | Gravit8 Social …Turns out Jacque Jo at girlofwords loves Micro Center but had a world-class crappy experience and blogged about it. She presented the good folks at Micro Center a gift and they graciously accepted. How? Ed Lukens, the company’s …Read more [...]

  2. What Is Microcenter | Hot Web Trends says:
    May 9, 2009 at 11:30 am

    [...] Micro Center And The Art Of A Good Apology | Gravit8 Social …Turns out Jacque Jo at girlofwords loves Micro Center but had a world-class crappy experience and blogged about it. She presented the good folks at Micro Center a gift and they graciously accepted. How? Ed Lukens, the company’s …Read more [...]

  3. About Microcenter | Most Popular Searches - webmastereye.net says:
    May 9, 2009 at 10:39 pm

    [...] Micro Center And The Art Of A Good Apology | Gravit8 Social …Turns out Jacque Jo at girlofwords loves Micro Center but had a world-class crappy experience and blogged about it. She presented the good folks at Micro Center a gift and they graciously accepted. How? Ed Lukens, the company’s … Read more [...]