The Media Is The Message.
Having written in my previous post that Eurostar's failure was a communication issue, I noticed a letter in today's Times from one of the passengers who had been trapped for 14 hours.
"The worst part wasn’t the length of the stoppage, nor the unbearable heat and darkness in the train before our painfully slow evacuation in the tunnel, nor even the lack of food and water. It was the deplorable dearth of information that really made it difficult.
I would much rather have been told that it was going to take 20 hours, then at least I could have accepted my fate and relaxed."
It's nice to have my wild blogging assertions proven correct. If you have to disappoint your customers, it's much better to disappoint them sooner rather than later, it's much better to then tell them what you're going to do rectify the situation and it's imperative that you apologise.