Hulu: How to Handle a “Royal Screw-Up”

Hulu

Leaders in business and government should definitely take a cue from this.

From Hulu:

[snip]

This note, however, is not about the fact that episodes of ”It’s Always Sunny in Philadelphia” were taken down. Rather, this note is to communicate to our users that we screwed up royally with regards to _how_ we handled this specific content removal and to apologize for our lack of strong execution. We gave effectively no notice to our users that these ”Sunny” episodes would be coming off the service. We handled this in precisely the opposite way that we should have. We believe that our users deserve the decency of a reasonable warning before content is taken down from the Hulu service. Please accept our apologies.

[snip]

Given the very reasonable user feedback that we have received on this topic (we read every twitter, email and post), we have just re-posted all of the episodes that we had previously removed.

[snip]

The team at Hulu is doing our best to make lemonade out of lemons on this one, but it’s not easy given how poorly we executed here. Please know that we will do our best to learn from this mistake such that the Hulu user experience benefits in other ways down the road.

Sometimes that’s just the best response.