“Re: Comatoast”

I have more to say, on a professional level, about helping you get back on your feet but I just wanted to run in here and let you know the Conversant Evangelist hasn't particularly changed his mind about you, or Conversant. Your treatment of this customer over the years has been that good.

You really put your finger on it there. Five or six days of consecutive downtime is a lifetime on the Internet, but I can't imagine too many people would want to jump ship because a) customers have always received top notch service from Macrobyte and b) the explanation Seth posted on the FC site is exactly what people want to see after a problem like this.

Just a couple days before the sites went offline there was an article in my local paper that had a lot of quotes from me about customer service in retail (mostly recounting my lousy restaurant experiences and the way to deal with such problems). To me, the key thing when something goes very wrong is you have to be able to see the problem from the customer's point of view and act in accordance with that. And I know I've always felt that Macrobyte is able to see things from the customer's perspective, which is one of the reasons Conversant is so darn good.

And, for the record, the thought of leaving didn't even cross my mind (besides, as Lyle pointed out, there still isn't anything that comes close to Conversant's capabilities -- it's a shame it doesn't have a larger userbase).