Properly Handling Failures
Remember the two benefits of failure. First, if you do fail, you learn what doesn’t work; and second, the failure gives you the opportunity to try a new approach - Roger Von Oech
Every developer has written a bug at least once in their careers. It’s almost a rite of passage to debug faulty code and turn it into something that works. Most of the time these bugs are caught before they ever reach the eyes of your customers but every so often a bug gets through to production. How you handle these bugs can be the difference between a successful program or business and a failed one. A couple of days ago a company emailed me with one such bug and it demonstrated a company that knew how to handle failure.
Obviously this would be extremely confusing for someone trying out their product. I signed up and didn’t understand why the tracking code wasn’t working. BugHeard handled it well and I want to pinpoint a couple of ways on how to fail gracefully.
One of the most important things you can do when you screw up is to be transparent. Let your users know what happened, why it happened, what you’re doing to fix it and how you’re going to prevent it from happening in the future. While this doesn’t fully restore your users faith in your development team and product it goes a long ways to repairing the broken bridges.
You made the mistake, you should apologize. If you broke someones phone you would apologize and this is no different. By apologizing you’re admitting that you’ve done something wrong and are sorry about breaking something that people use. Apologizing isn’t hard, a simple sorry is enough (like what BugHeard did), but make sure you actually apologize and not just pseudo-apologize.
Fix it Quickly
This one is pretty straight forward. The longer an issue exists the more likely you’re going to lose customers. BugHeard fixed their problem in hours and it really shouldn’t take any longer than that. If the problem exists for more than a couple of hours you should look into compensating your users with either a discount or something else of value. This, in combination with an apology and transparency should help you keep your users through your failures.
There are many different ways to handle failures in startups, companies and individual programs or websites. I’ve outlined the points that I think are important but feel free to comment below on other things that companies should do when something breaks.