Have we experienced this difficulty?

Today is August 17, 2005.

This morning, Michael who is our dell's vice president and my old friend came to my office with bad news. As soon as coming to my office, he reached my computer without any words. He made me show a public letter posted in some blog. Recipient of that letter was me. A writer of the letter is Jeff Jarvis, who is active journalist and blogger. When I recognized who is the writer before reading the letter, I thought this letter could be a powerful ally or adverse depending on the content. I know the power of word of mouths. This is why I had these too different possibilities.

Unlike my hope that this letter came from our enthusiast fan, Jeff noticed he threw our computer, complaining our product and service. As well, he gave me some advises to overcome this terrible situation. I was shocked. I even didn't know where we are before reading this letter. Our vision is to make all people who want to have a computer available to have a high-quality computer with less money. I have thougth we've been achieving our vision. But in reality, we are moving away from our vision.

Right now, I realized where we are. So, now is the time to find solutions to problems. I don't have any time to be just sad and angry. I have to change the situation as soon as possible because I know very well the power of word of mouses.

I have to tackle two problems.

The first thing is why we experience this terrible sistuation and why our customers are leaving our company? It is about our product quality. I think if our product satisfies our customers, complaints about after-service would not happen. I've always believed that investment in after-service is dead money which is not necessary if the product is perfect. So, I don't want to spend huge moeny on improving our customer service. Instead, I will improve the quality of our computer. And I will make a new effective and efficient procedure for customer service.

The second problem is We have customers who have complaints in the terminal stage. Even though the number of this letter's followers is too small compared to our customers, I should've known, in the web, there are our customers unsatisfied with our product and service. These people could be huge adversary to our company as they're using one of the most powerful tools to make and to transfer information, blog. We sell computers which is an essential tool for accessing the internet. So, our customers could reach to adverse complanints someday. I have to do something in order to stop spreading these complaints. What should I do? I have two options. To contact Jeff and to persuade him to stop his post. Or to acknowledage our faults in public and to try to fix those. Both options have risk and benefit. The first one could prevent adverse customers from increasing in short-term. However, I'll choose the other. Although we can experience more difficulties through this choice, I believe this choice can raise the speed to improve our product.

I make a decision where I should go. Now is a time to consider how I can go there.