I love this.
http://en.wordpress.com/2010/02/19/wp-com-downtime-summary/
WordPress – the company that engineered the technology used for this blog and millions of others – experienced a major outage yesterday. As is typicaly with any widespread technical malfunction, this caused somewhat of an uproar by their clients and the followers of their clients’ blogs. The difference between this situation and most of the other malfunctions I have seen is evident if you follow the link above, read the blog post, and then read the comments. In the post, WordPress candidly acknowledges a major issue and doesn’t pass the buck. They are honest with their customers and understand that their customers are sharp enough to see through any well-crafted PR cover for the issue. The comments are amazing to me. Nearly every one of them is positive. I dare you to spend your day trying to find another blog entry or forum post online that has as much positive feedback as this one. Customers of WordPress – including many that pay for their VIP service – are amazingly quick to forgive on the sole basis that they appreciate the honesty and respect.
If only Delta had taken the same approach: http://www.9news.com/news/local/article.aspx?storyid=132964&catid=346