<story><title>How to apologise to your customers</title><url>http://blogs.balsamiq.com/product/2012/04/03/sorry/</url></story><parent_chain></parent_chain><comment><author>citricsquid</author><text>It&apos;s a sad state of affairs when this sort of apology is a surprise and so wonderful. I&apos;ve been a customer of companies that openly blamed issues on customers and would fake announcements saying that maintenance was planned weeks in advance to save face. Really great to see someone take responsibility for the problems they caused and explain how it&apos;s going to be improved for the future.</text></comment>
<story><title>How to apologise to your customers</title><url>http://blogs.balsamiq.com/product/2012/04/03/sorry/</url></story><parent_chain></parent_chain><comment><author>sunir</author><text>I would like to share the relevant part of my comment here as well.&lt;p&gt;I want to caution that it is still better to update on Tuesday morning in case the update fails. Updating before or on the weekend can lead to your releases spiraling out of control with no staff monitoring or just a skeleton crew.&lt;p&gt;It is better to have your whole team available and awake. I also worry that you might forment resentment by making everyone work every release weekend. Releases will likely become more infrequent, and lead to bigger changes and bigger failures.&lt;p&gt;Please consider that Balsamiq did recover. May be harder to do so on Saturday.</text></comment>