Optus: The Problem With Making Promises

March 1st, 2009

While digging around for a place to recharge my pre-paid mobile account within Optus‘ labyrinthe website, I was greeted with the below screen.

Click the image to view the page, which is live at time of writing.

optus_fail

The problem with making promises online is that you have to keep them.

Starting up a monthly email newsletter? Then make sure that it’s delivered monthly without fail. Or don’t specify a timeframe.

Building a new online service? Deliver it on time and remove all ‘under construction’ notes once it’s live. Or don’t specify a timeframe.

Failure to keep promises can result in a loss of trust, or  a loss of business. Good thing I wasn’t relying on that incomplete online service, huh?

Either keep your promises, or don’t make them.

Yeah, it’s a pain in the arse, but do it anyway. 

In Optus’ case, ensuring the validity of their web content would be an ongoing, full-time role.

But it’s worth it, because tiny overlooked details can be costly.

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