A Little Too Much Success

Last night was the launch of our new program, Success 2.0.  Our first webcast, Finding Hope in Turbulent Times, was awesome!  We spent weeks preparing for the event and making sure that the live streaming video went off without a hitch.

Believe me, it can be nerve-wracking building a studio with three cameras, running everything through a “brain” called a TriCaster (which I call Hal), and then through an encoder (kind of a universal translator that allows the message we send to the Internet to go really fast and smoothly) out to our friends at Multicast Media, who then distribute it on an incredibly large global content delivery network so that people can get the live streaming video almost instantly with incredible quality.  (That was a long sentence!)

Of course, just because we do everything right doesn’t mean that the user can still get it.  The users’ computers need to be up to snuff, their browsers and firewalls need to allow the video stream in, and they need to have fast enough Internet access to get the stream in high enough quality to make it worth watching.

Then, of course, once you get all of those things figured out, you have to make sure that you have enough people online watching the event.  We did a great job on this as well.  Right at 1000 people registered for our first webcast — about double what we were hoping for.  Double is good!  Yeah Us!

Well, this is where too much Success comes in.  Part of Success 2.0 is a chat room feature that allows participants to ask questions while they are watching the awesome live streaming video.  Part of the cool factor is – you learn live, you ask questions live, and at the end we answer questions from people all over the world, live.  I call this real-time, relevant, customer-driven training – Success 2.0.

What we didn’t anticipate was that our incredible attendance and the participation in our chat room would bog down our website server, make the chat room experience difficult, and worst of all limit the number of people who could log in.  Don’t get me wrong, most people got in and the reviews have been incredible, but still, even one person denied access is one too many.

So here is the scorecard:

Content and Message of Webcast        Awesome
Quality of Streaming Video                Awesome
Number of People Registered            Way Awesome
People Logging On and Chatting            Room for Improvement!

So here are our next steps (these are good lessons you can use in your own business):

1.     Transparency – Tell the story and the whole truth.  We had a huge success and we frustrated some people.  Do we have an awesome product with Success 2.0?  YES.  Will it be better next time?  YES.  Do we need to contact everyone who got frustrated during the log in?  YES.

2.    Fix the problem – The good new is this is an easy problem to fix.  Multiple servers and more capacity will do the trick.

3.    Go the extra mile – Everyone who experienced any sort of difficulty getting in will be getting a note from us, and a free guest pass to the next event.  (I am not going to pass up a chance to show off our new and improved server capacity!)

4.    Go the extra extra mile – Everyone who registered for the event will be getting a link so that they can watch the webcast in our replay room and a link to download the audio of the event so they can take it with them.  We want you to have the information as much as you do!

5.    Shoot straight – We believe our message and this technology can reach and change lives all over the world.  In order for us to do this we have to be profitable in the process, which means our goal is to convince our guests to subscribe to Success 2.0.  But first, we must deliver value.  After all, a wise man once said “You can have everything in life you want, if you will just help enough other people get what they want.”

Please join us on our next Success 2.0 webcast!  If you like, leave a comment for me and I will get back to you.

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One Comment on “A Little Too Much Success”

  1. Barbara Tomlin Says:

    Tom, I was one of those who couldn’t get access to the live event. I finally got the time to watch and listen to the webcast today. I commend your approach for making things right. Thank you.

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