Three important lessons from Dreamhost
Zeljko points us to: DreamHost Blog � Anatomy of a(n ongoing) Disaster...
Lesson one: when things get messed up, being clear, self-critical and apologetic is really the only way to deal with customers if you expect them to give you another chance.
Lesson two: your story is all you've got. If you sell the "up-time" story, better over-invest in whatever it takes to be sure your story is true. If you sell organic yogurt, pay more than you need to to keep the toxins out.
Lesson three: if you think that sometime in the next ten years there's going to be a power surplus (no brownouts in New York, cheap gas in Ohio and plenty of power for your new widgets wherever you are) I think you're making the wrong bet.