4. Transparency, Collaboration Vital To Keeping Customers Safe
I’ve probably had 100 customers and dozens of people in the industry reaching out and asking, ’How can we help? What do you need? Do you need anything? Hang in there. What can we do?’ Leaning into that and being transparent and saying, ’Look, this has happened to just about everyone. That doesn’t make it okay, but it makes it the way it is.’
We’re better if we get help and ask smart people to help instead of trying to hide it and manipulate it. No one likes seeing their company in The Wall Street Journal and Reuters for a hack. That sucks. But at the same time, I think it’s the best way to take care of our customers. I’ve never experienced anything like this before.
It‘s been reassuring to me, the amount of people that have reached out and said, ‘Hey, we want to help.’ ConnectWise is one of our biggest competitors, right? Jason Magee, the CEO of ConnectWise, he sent me a text. Jason and I go back 20-something years, we’ve known each other a long time. It was, ’How can we help?’ I think he was being genuine. It was cool.
That’s the community we have. I think we all realize that these actors are bad actors, and we’ve all got to gang up on them if we’re going to win this thing. That’s the lesson that this experience has reinforced.