QuickBooks Online went down on me (and everyone else who uses it) today and boy were people mad! They want 100% uptime. My new friend @Andrew_Headley was not happy as you’ll see from his last tweet regarding the outage. His clients’ orders could not be processed because the outage was not resolved in time for his company to get them out today.
If my car breaks down and I can’t get to work (or I am late) it’s an inconvenience to say the least and I get angry to be sure, but I probably don’t tweet at Toyota telling them that I’ll have to tell my clients that their incompetence made it impossible for me to deliver what I promised them. But when my cloud software goes down – there will be blood!!!
It’s perspective of course. We want. We demand that the cloud software we pay for be up 100% of the time. Especially because our desktop software was always there and it was always working. Or was it? Haven’t we complained for years about problems with releases and updates? Haven’t we had to contend with corrupt data files and IT costs up the wazoo based on issue we’ve had with our desktop software?
We complain no matter what. Personally I think complaining is a waste of time. It doesn’t do me any good. So QBO goes down on me, what do I do now?
When I wrote “GoDaddy Vs. Netflix two outages, two different responses” I wanted to point out that while these things do and will happen, it’s the way it is handled that makes all the difference for me. There’s only one thing to do in an outage. Check twitter to see if they are working on it. I had my response within an hour, but I didn’t even need to wait. A quick look at the @QBOnline twitter stream made it clear that (a) they were working on it and (b) they were communicating with users to let them know. Once that becomes clear the only other thing to do is keep their stream open and watch for updates and move on.
Yes, it’s inconvenient and sure we don’t want to see this happen. Meanwhile it’s time to move on to something else. Write a blog post if you have to in order to pass the time, but don’t complain – make it positive. What I like to see is that the company is doing the right and responsible thing, acknowledging the issue and letting you know they are working on it. As I told one of the people complaining on Twitter today, “I am sure they want nothing short of your clients to be back up and running asap.”
All in all I think @QBOnline did a great job. Whatever went wrong is above my pay grade to be sure, but I know this. They were on it. They let us all know they were on it and it was back online in a matter of a few hours.
Things break. It’s inconvenient. Life is a series of choices. True happiness is a matter of accepting the things we cannot change, having the courage to change the things we can, and having the wisdom to know the difference.
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