We had suffered a massive outage. It was so big that it made headlines across our industry, caused tangible customer churn, and sent ripples of distrust through the businesses we served. While nobody would wish for this to happen, it is something that will happen to practically any technology business eventually, and what is important is how you respond.
I thought that my company responded perfectly. They openly apologized, took responsibility, and enacted changes through the product engineering organization to shore up the stability and reliability of our systems. It was the right thing to do.