Response from Peter Shankman and HARO regarding today’s Conference Call
First things first:
tomorrow, Thursday, February 19th, at 2pm (14:00) EST.
Now then:
To my esteemed panelists, and to all the audience members listening in: I’m truly sorry. While the problem was caused by technical issues, the fact is, I organized the call, I promoted it, my panel convened at my request, and the audience paid for it on my recommendation. As such, I accept full responsibility for today’s SNAFU, regardless of what caused it.
We don’t know exactly what happened. What I do know is that I’ve used Conference Call University for our previous two calls, without any problems at all. We’ve never had so much as a blip of trouble on either of the previous calls, and had no reason to expect any different. Obviously, that’s not what happened today.
I truly apologize to each and every one of you, and I vow to make this right. Tomorrow’s conference call will take place at 2pm EST, just like today’s did. CCU will be responsible for giving out the conference call dial-in number for the audience members. For the panel members, I will call each of you personally an hour before the call and give you the dial-in numbers.
One final time: I’m truly sorry. For those who can’t make the call tomorrow, I will personally send you an mp3 of the call the second it finishes saving.
Thank you all for your understanding. If I can answer any further questions, you know I’m available to you via email – peter@shankman.com, via twitter @skydiver or via a cup of coffee if we’re in the same city.
-Peter Shankman
15:00, 02/18/09
February 18th, 2009 at 3:35 pm
Thank you, Peter. This is a stellar example of how to react when everything hits the fan, even when it was clearly beyond your control. I continue to have the utmost respect for you and am looking forward to trying the call again tomorrow!
Best,
Kary
February 18th, 2009 at 3:35 pm
Bar. Booze. Friends. repeat
This, too, shall pass.
@jaybezo
February 18th, 2009 at 3:35 pm
Peter,
Thank you for taking the hit on this. But as we all know, a chain is only as its weakest link.
Today, that weakest link was us. Conference Call University. I am truly, humbly sorry for embarrassing you.
However, please know that we will do EVERYTHING in our power to regain the trust of you and your customers.
Please accept my sincere apologies for the problems that happened today.
Our team is working on making sure the rescheduled call goes off without a hitch.
Again, I’m sorry.
Marty M. Fahncke
Conference Call University
February 18th, 2009 at 3:41 pm
Peter
You are a first class act!!
February 18th, 2009 at 3:41 pm
Will it be recorded….I will be deplaning in Houston for Mom 2.0 Summit at that time and I wanted to be in on it?
February 18th, 2009 at 3:52 pm
Peter – Perfect response – no worries. Will I be able to join in a little after 2 p.m. tomorrow? I will keep reading the instructions. I like Jennifer Blair’s advice – cheers from Boston!
February 18th, 2009 at 3:54 pm
Really impressed with both of you (Peter and Conference Call University) – perfect handling of this situation. Don’t beat yourselves up. :0)
February 18th, 2009 at 3:56 pm
Can someone please send this to A-Rod as an example of how to REALLY say “I’m sorry and I take responsibility”?
February 18th, 2009 at 4:01 pm
Is there any way you can post the mp3 and allow those of us who can’t make it tomorrow to download it (with a pasword)? This way, you will email the link to everybody.
Thanks.
Georgiana.
February 18th, 2009 at 4:04 pm
Peter, thanks for a great example of how to handle adversity! You always impress.
And thanks to Megan for the head’s up! You rock!
February 18th, 2009 at 4:05 pm
Deftly handled, Peter. Stuff happens.
February 18th, 2009 at 4:05 pm
Stuff happens…Nobody got hurt. Looking forward to the redo.
February 18th, 2009 at 4:19 pm
Good response and effort. Can’t make it tomorrow, but I look forward to listening to the recording.
No autopsy, no foul.
February 18th, 2009 at 4:24 pm
no worries.
February 18th, 2009 at 4:25 pm
Peter,
Even though there were technical difficulties, I was still able to extract some good information!
You’ve handled this well.
Helen
February 18th, 2009 at 4:33 pm
Thanks Peter, and stop flogging yourself. Look what Twitter did.
http://valleywag.gawker.com/51.....applicants
February 18th, 2009 at 4:33 pm
Don’t worry about it. I’m sure most of us have been in similar situations. The first 20 minutes of the call was valuable. Thanks for organizing a great panel.
February 18th, 2009 at 4:41 pm
[...] is the blog post Peter Shankman wrote explaining the problem, the situation and how it has been resolved. This [...]
February 18th, 2009 at 4:48 pm
I’m truly impressed. I can’t participate tomorrow, but I look forward to the recording.
February 18th, 2009 at 4:57 pm
You rule – well-handled all the way around. Considering how much you do, I can’t imagine anyone being too upset. I heard the first 15 minutes and the call rocked. And, as it turns out, tomorrow is better for me anyway : )
February 18th, 2009 at 5:11 pm
Peter/Marty,
Thank you for handling this unfortunate event with dignity and grace. You took ownership and accountability and showed all of us all how to handle such circumstances with absolute professionalism. Well done! See you tomorrow…
Respectfully,
Sue Jacques
February 18th, 2009 at 5:45 pm
Peter – Things happen, and you did a great job keeping everyone informed, stepping up to the plate and taking ownership, and getting everything sorted out. Kudos. Everything can’t always be perfect, but your response today was perfect. So there.
February 18th, 2009 at 5:45 pm
Peter–I wasn’t signed up for the call, but I was following how you handled it on Twitter. And I just want to give you kudos for giving the utmost best in customer service–keeping folks updated, taking responsbility, scheduling the new call quickly– during what I’m sure was a hair-tearing-out sitch.
February 18th, 2009 at 5:45 pm
Peter! Go to Morton’s. Right now. Get a drink. Get three. Get a steak. On me. (just let me know if you do so I can set it up
) These things happen- but look at the bright side- you were ALL OVER Twitter today… I think they call that lemonade, right?
February 18th, 2009 at 5:45 pm
Memo to organizations, companies, and decent people everywhere: when something goes wrong, there’s an unexpected glitch, or any kind of crisis, do yourself a favor and follow Peter Shankman’s fine example. THIS is how to do it right, and it’s what keeps us HARO addicts loyal forever.
Kudos all around.
February 18th, 2009 at 5:46 pm
Hey Peter,
Thanks for the note. As we’ve all learned in PR, it’s not about just saying your sorry, it’s about meaning it and doing something about it.
Check and check. See ya tomorrow.
Cheers,
Matt
February 18th, 2009 at 5:46 pm
Peter – you are a class act. These things happen, don’t stress out about it. Your fans support and love you!!!
February 18th, 2009 at 5:49 pm
In the scheme of life, it’s all ok.
You handled it all beautifully and I look forward to tomorrow.
Thank you for showing us all what grace under pressure truly looks like.
February 18th, 2009 at 5:49 pm
Technology! Can’t live with it, can’t live without it.
Looking forward to the do-over.
February 18th, 2009 at 5:51 pm
Looking forward to the call. We appreciate your work, Peter.
February 18th, 2009 at 5:51 pm
Peter,
You are a stand-up guy, a rockstar, and a humble one at that. The beginning of the call was actually pretty funny, so silver linings. Much admiration as always for everything you do for the social media community. You are much appreciated!
Enjoy your drink(s).
February 18th, 2009 at 5:52 pm
EPIC FAIL!
February 18th, 2009 at 5:52 pm
Stuff happens. And you all handled it really well. Sometimes the strangest shared experiences take things to the next level. Every moment since I connected to HARO has been enriching. I can’t make the call tomorrow, so will look forward to the mp3. I do have a question: What type of information do the reporters want to know about the submitting source? Thanks.
February 18th, 2009 at 5:54 pm
No need to drown your sorrows Peter, instead have a few to celebrate how gracefully you handled everything. I’m sure I’m not alone in this – I have even more respect and admiration for you now than I did this morning!
February 18th, 2009 at 5:54 pm
Peter- my department participated and loved/ learned SO MUCH in the time we were on the call. We were all very impressed by how sincere your apologies were but please know that they were unnecessary for your fans! I hope we can be on the call tomorrow, too!
February 18th, 2009 at 5:56 pm
Peter – If this is the worse thing that happens to any of us today…I consider us d___ lucky! You still rock in my book.
Robyn
February 18th, 2009 at 5:56 pm
Peter,
Just when I thought I could not possibly be more impressed with you…I am. Perfect response to a situation most of us have been in (I know I sure have) and unfortunately, in this day and age, we are far too reliant on technology.
Thank you for what you do – personally, I have learned so much and benefited deeply from HARO.
Even more of a fan today.
February 18th, 2009 at 5:58 pm
Can’t be there for the call, but look forward to receiving the mp3 – thanks.
February 18th, 2009 at 5:58 pm
Wow! Well handled on both sides. I already knew you were first-class Peter, but now I’m going to check out Conference Call University as a potential vendor as well. Very impressive.
February 18th, 2009 at 6:00 pm
you suck!!
just kidding you rock!!!
February 18th, 2009 at 6:03 pm
Peter – no worries. I’ll just grab the MP3. And, of course, when you come to Orlando next time, I’ll make sure that some Johnnie Walker is sent to you!
February 18th, 2009 at 6:04 pm
Peter, your knowledge, passion, and solutions are just a few of the reasons
we admire you in Scottsdale. Look forward to the call tomorrow.
February 18th, 2009 at 6:06 pm
Peter and CCU, you both are much appreciate quality acts. We all know that mistakes happen, but it’s how you learn from them that really matters. So no worries, and looking forward to trying again tomorrow!
February 18th, 2009 at 6:07 pm
When I saw your HARO and ‘heard’ PLEASE do so now! I grabbed a glass of wine and said, “What terrific way is Peter going to handle what obviously was a debunked call?”
Cheers to you Peter – always on the winning side.
Can you say ‘virtual wine feed?!?!’
February 18th, 2009 at 6:17 pm
Peter you strike me as the kind of guy who gets rattled by nothing yet is a go-to-guy for everything & everyone! Kudos to you for your “authenticity”!
February 18th, 2009 at 6:17 pm
Hardly anything is more appreciated than a genuine apology. So rare these days. Thank YOU.
February 18th, 2009 at 6:20 pm
Peter, you rock and you’re are a trusted sole. If this is the worst thing that happened, just let it go. I am having a glass of wine for you. Cheers.
February 18th, 2009 at 6:25 pm
This is just further proof of why you’re one of the people I asked to CouchSurf with. You are such a class act! I won’t be able to make the 2pm call tomorrow, but because you’re so dang likable, and such a class act, I’ll survive just fine with an mp3. I can listen to it on my way to NYC.
Don’t ever change
February 18th, 2009 at 6:31 pm
Peter: Do not worry! And thank you for the professional and prompt response! I cannot be on the call and would love to receive the mp3.
February 18th, 2009 at 6:40 pm
You’re a stand-up guy, Peter. Thanks for demonstrating what a smart person does when confronted by a SNAFU. You talk it and live it.
February 18th, 2009 at 6:47 pm
Peter,
Everything for a reason right? You have demonstrated over and over what a trustworthy, respectable guy you are.
No worries- and thanks for the heartfelt post anyway – truly shows how you got to be where you are today!
February 18th, 2009 at 6:56 pm
I wasn’t signed up for this, but I wanted to comment anyway to say that you are really a stand-up guy.
Enjoy your evening with Johnny
February 18th, 2009 at 7:03 pm
Marty (CCU) and Peter — thanks for setting a shining example of Response-Ability when *stuff* happens. You can’t always control what happens, but you are always in charge of your response. And you 2 done good today.
Shame, guilt, self-blame, self-pity and loathing are optional — especially if you have already learned and corrected. So, as others have already said, Let It Go, on the count of 3. 1, 2, 3, whoooosh.
February 18th, 2009 at 7:08 pm
Wasn’t in on the call, but followed what was going on via twitter. Intend to use this as a case study on how to handle a crisis gracefully in the media relations class I’m teaching next week! Beautifully handled, Peter.
February 18th, 2009 at 7:46 pm
Hi Peter,
I wasn’t signed up for the call, but I just wanted you to know that I’ve gone through this with another service and others have too. Most people know this stuff happens, and those with respect for others and who are professional, totally understand.
Hang in there. Your audience will.
February 18th, 2009 at 8:28 pm
Peter, you gave an experiential demo in crisis communications – two free seminars in one!
This should be your worst scenario of 2009. And do know that the compelling 10-15 minute call that did transpire today, will lure your participants back tomorrow.
February 18th, 2009 at 8:37 pm
You might consider ditching CCU next time and go with a company that knows that they are doing. Look at the companies people who do regular teleseminars use. I know for a fact it isn’t CCU. Using a company like gotowebinar.com would be a good choice because participants can interact on the Web or simply by phone. I’ve been on several teleseminars where other more popular services have been used and have never experienced a problem.
February 18th, 2009 at 9:28 pm
Well done on both sides. But Johnny Walker Blue? Go for the Russian-Turkish baths and a good book!
Kidding – whatever you need to do to relax. You rock as always.
S
February 18th, 2009 at 10:26 pm
[...] can read his statement here and while you’re at it, I suggest that you read some of the comments that followed the [...]
February 18th, 2009 at 11:27 pm
“and when we were wrong, promptly admitted it.”
Wonderful example of how to ‘fix it’ when something goes wrong, Peter. Thank you!
February 19th, 2009 at 3:06 am
Wow Peter,
I was just reading all the comments…. Great way of responding to a frustrating
situation.
Lela
February 19th, 2009 at 8:27 am
Please send mp3. Thank you! And ditto the above. (Isn’t it amazing how grateful we are when someone handles a difficulty with appropriate panache? Just goes to show how rare it is.)
Bobbi Simmons
February 19th, 2009 at 8:35 am
Peter, Don’t stress! It’s not as big a deal as it seemed to you in the moment. However, I won’t argue – it is Miller Time.
February 19th, 2009 at 8:35 am
Peter,
Truly a commendable example of how to handle a bad situation, no matter who’s fault it was. Bravo! I wasn’t signed up for the call, but think it’s awesome that you connect people with people that can help them further their message, story, etc. This is a great thing you’re doing. Cheers mate.
February 19th, 2009 at 10:54 am
If this is the worst that ever happens, I should be so lucky. If possible to send mp3 (do you need any additional info?) it would be appreciated. Have to be away from desk later & at meeting on Friday, most of day. whatever is fine – life goes on. XOXOX those cats of yours. CA
February 19th, 2009 at 2:53 pm
Peter,
I wasn’t on the call yesterday, but I’m fascinated by what has occurred since — both in your posting(s) about the incident and, especially, in everyone’s ensuing comments.
One of my favorite movies of all time is “Apollo 13.” You’ll remember at the end of the film, Tom Hanks (who played Commander Jim Lovell) said something to the effect of: “They called our mission a ’successful failure.’” I think that’s exactly what you have here. A “failure” only on the surface; a “success” in many less-than-obvious but hugely important ways.
My sense is that we (“we” as in “human beings”) are simply craving some sincerity and authenticity and accountability these days, with everything going on in our world (especially from an economic standpoint). We mostly are flooded with the exact opposite each day, especially if we watch/read the news too much.
So while I’d like to add to the thanks and admiration others have expressed for your handling of this situation, I’d also simply like to thank you for just being HUMAN about it. I know I’m thirsty for more of that in this world — especially in anything related to business and careers — and I suspect many others here (and elsewhere) are as well.
And to you, Marty: You’re not so bad yourself!
Well done.
Keep up the great work, Peter! There’s a reason(s) so many of us are behind you in your endeavors.
Peter Vogt
February 19th, 2009 at 4:19 pm
Way to go Peter, for explaining clearly what happened and for taking responsibility. HARO is a wonderful resource and I tell my PR and Journalist friends about it, every chance I get.
February 20th, 2009 at 12:09 pm
Peter,
I ran a free series of webinars featuring a host, a guest speaker (or two) and a set of Powerpoint slides in addition to the audio. It was a hair raising experience, to be sure. I feel your pain.
I haven’t gotten my mp3 yet, though!
Better luck next time (each of those presentations was a new challenge for me, but man if this isn’t trial by fire, I don’t know what is!)
Melanie
March 30th, 2009 at 9:01 am
[...] seminar” we encountered similar technical mishaps on phone-based seminars produced by both Peter Shankman and Elizabeth [...]