Apologies: Buffer does it right

Have you ever had to apologize to your customer base? Could be something big, like accounts were hacked? Or something small, like you sent a newsletter with an error in it. (The wrong URL to our Schedule page, for instance. Oops.)


I'm a very satisfied user of Buffer. If you're not familiar with it, you can share your content from within Feedly, your browser, and many iPad apps to multiple social networks--all at once. Alas, this weekend, Buffer was hacked. I wasn't personally affected but I received an email that said:  

Buffer was hacked around 1 hour ago, and many of you may have experienced spam posts sent from you via Buffer. I can only understand how angry and disappointed you must be right now.

Joel from Buffer goes on to say:  

If you have any questions at all, please respond to this email. Understandably, a lot of people have emailed us, so we might take a short while to get back to everyone, but we will respond to every single email.


When you make a mistake or encounter a big error, just come right out and say what happened and recommend how your customers should proceed. Act like a person, not a corporation--treat your customers like people.