A Kryptonite Poll

OK, not to kick a flat tire or anything. But I just have to ask a few questions on reaction to the Kryptonite interviews that we've been running. Just a few quickies:

1. Has Donna Tocci's comments changed your opinion of Kryptonite?  If so is it for the better or for worse?

2. If you had a bike would you buy a Kryptonite lock for it?

Thanks.  I promise that this will conclude the Kryptonite portion of our program.  Tomorrow we peddle on to Ch 14 Emerging Technologies. I had a great short interview tonight with Doug Kaye, founder of IT Conversations and tomorrow I have the honor of talking with the legendary Adam Curry.  Please let me know who and what else we should include.

Comments

[Keith]

1. Yes. Some good, some bad. I have more respect for the employees, but still have less respect for the PR machine. I smell hype with what she says, even though I want to believe her.

2. I didn't realize it, but I do already own one. I wouldn't buy another though, I would go for a less tarnished brand.

It was good of her to come on and state her case! A great read.

[James Cherkoff]

Too little, too late I am afraid.

[Andrew]

1. A little, and for the better, but only a little, and this is rather late after the event.
2. Given that I have heard no bad reports of the Kryptonite locks currently on the market, and that I suspect they have been rather thoroughly tested, yes I would buy one. But I think that the brand is tarnished.

[Jake]

1. Overall, I think that Donna is still struggling to come out from under her old school PR blanket and mindset. But that takes a while. But overall, I think since last fall, she (and by extension, the company) have come VERY far. I mean, when they started, they clearly had no understanding of the blogosphere. Now here she is having open conversations with the blogosphere (despite being in an absolute no-win, "bloggers are always right, companies are always wrong" situation). She's made a VERY strong case for the fact that we bloggers got a vast majority of the story wrong in our zeal to show how blogs can solve the worlds problems and dice tomatoes all at the same time.

2. Yes, I would absolutely buy a Kryptonite lock. Despite how we as bloggers view this as a story about old school PR/corporate cluelessness, we simply CANNOT ignore the fact that Kryptonite has replaced more than 350,000 locks, on their own accord, and with very little questions asked. (Master Lock, for instance, requires that you send in BOTH original keys or no exchange...)

In fact, I'll go so far as to say my interest level in buying Master Lock (a brand I've been highly loyal to since middle school) has dropped through the floor after reading how they responded to this issue with their own tublar locks.

There's as much of a story in what Kryptonite didn't originally do as there is in what Master Lock and the other makers are STILL not doing.

[orcmid]

Yes, I found the response from Kryptonite to be useful and informative, especially around what that little company was going through to get a recall and replacement going. I also notice how much I always thinking that I am doing business with some big company with lots of corporate machinery and it is just not the case.

I already have a Kryptonite lock that I bought in 1991 or so, and it is still the one I use. I didn't know about any recall and I still use it. I don't park my bike where it is unattended all that much, and since the bike (a Trek 750) is older than the lock, I'm not sure anyone would want it that bad to be caught picking the lock. It would be easier to slip off the computer or other accessories that I leave on it.

[Lee]

I am amazed that a company so small was able to achieve so much in so little time. Really!

Having consulted to micro-businesses for years, it is ALWAYS an uphill path to get anything proactively communicated. Many of my clients view 'communication' as something one does when a customer or media rings in to them.

And as one of the commentors on the chapter's post pointed out, it is a very rare business indeed that employs a full-time webmaster. Especially when they only have 25 people in the entire company. Goodness, the number of businesses I've worked with that have their websites built by someone's teenage son or daughter for a few spare pennies (because a few spare pennies is all they can afford).

I would definately trust Kryptonite - if only to show my support for a company who suddenly realised that the online community can have just as much of a herd mentality as any general retail community. They had a rude (and in comparison to Kensington) unfair 'awakening' to the joys and dangers of an unregulated wild west.

My sympathy goes to Donna for all the personal abuse she was subjected to in this blog. I feel she handled the abuse with dignity and decorum.

[Tomorrow]

Donna's comments hasn't really changed my thoughts - to me its more about actions rather than comments. The commenter above who cited Master Lock's policy makes this clear. Say what you want, but do the right thing. (Or, at least righter than your competitors!)

As for buying another Kryptonite, well... being that I don't own a bike, I don't think I will. :)

[Tara 'Miss Rogue' Hunt]

1. Although her first lengthy email was a bit too PR, Donna's subsequent interactions were fantastic. She even followed trackbacks and comments and interacted individually with bloggers. Her and I had an amazing interaction and she convinced me just by being herself. She's a great spokesperson, if you ask me.

2. Although I ended up switching to rollerblading after too many lifted bikes, I won't hesitate buying a Kryptonite lock for my son's new bike. Since our interactions over here, I've been observing the bikes in Toronto and counting the ratios of Kryptonite vs. other locks. They do pretty well here.

One more note: I hope Donna brings this story back to her employers. She deserves kudos for her persistence and, as Lee above stated, dignity and decorum.

[Chris]

Yes and Yes. Donna's and Kryptonite's actions over the last year told me that the company cares about its customers, partners and relationships and stands behind their products. For better or for worse, it also told me that Kryptonite wasn't the most tactically savvy/publicly slick company at crisis management. But the credibility and honesty points count for a lot more.

[B.L. Ochman]

Nice of you to give them a forum. But it's too little too late. I would be wary of buying a kryptonite lock again. I think they still don't get the Internet. Pretty dumb to say blogging's still not something they think they need to do.
BL

[Jake]

Heh... just a bit of full disclosure - BL is selling a book called:

What could your company do with a blog?

http://whatsnextonline.com/blogbook/

I'd be a little scared if she didn't think that a blog was a must have for a company ;)

[shel Israel]

Hey Jake, I don't mind a little hard-nosed callenging, but I happen to know BL well enough to not to challenge her integrity. On the other hand, I don't know you, so I wonder what makes you so quick to draw such a cynical conclusion.

[Jake]

Time out there, boss. I'm just passing along some facts, complete with the winking smiley. I was trying to make a little joke... apparently it was very little.

[shel Israel]

OK Jake. Sorry I snapped. I'm a bit touchy about people saying nasty things about my friends these days.

[Donna Tocci]

I've enjoyed reading most of these comments very much. Thanks to everyone who has taken the time to write their opinion.

Because, believe it or not, I really can't let most things go by without adding my two cents, here they are regarding future lock purchases:

1. Unfortunately, security is something we all need to be aware of these days. The FBI reports $8.1 billion in property theft in a year in the US. That's a very big number! We all think it won't happen to us, but it very well may happen. Use security measures for your bikes, scooters, motorcycles, ATVs, skis, snowboards and even ladders and grills! Whatever brand you feel comfortable with, just protect yourself. After all, isn't it better to go buy an integrated cable lock for your grill than have a great grilling night planned with your family or friends only to find your grill gone?

2. Thieves probably aren't reading blogs too much. What they care about is how the locks are made; what type of steel is used and, yes, what cylinder is used. For the most part, they have found Kryptonite to be very formidable for over 30 years. After all, we are the company that innovated the U-lock and created the bicycle security category, specifically to frustrate thieves!

I know many of you don't want to take my word for it and that is fine. When choosing a bike lock, specifically, go to your local bike shop and ask their advice. They will know what is the best theft deterrent for your area because they are dialed into that specific area and the issues with thieves for that town/city.

[Jeremy Wright]

1. Not really. It showed the people behind the company, which is good, but I have no doubt that Kryptonite still could have responded better.

2. No, I won't. I don't own a bike. And even if I did, I wouldn't lock it up. The total value of stolen property last year in our town was 5,500$. Less than 1$/person. Theft isn't something we worry about here. Doors open. Cars open. Lives open.

[Jake]

Shel, I really don't want to harp on this, but I'm intrigued. Perhaps I read your comment wrong, but it sounds like you're saying that I was saying "nasty things" about BL. Or like I said, perhaps I'm reading it wrong and you just meant that you were sensitive because elsewhere people have been saying nasty things, so you're pre-disposed to jump the gun. Please help me understand which is correct, because....

I don't think that my point was at all nasty, or even inappropriate to the discussion. She commented:

"Pretty dumb to say blogging's still not something they think they need to do."

And I was simply pointing out that it's not at all surprising that she would say that, based on what she does for a living. We are all a product of our experiences.

If that was off-limits, please let me know, because I didn't really think it was or should be. If I stepped over some line, I'd like to better understand where that line is for the future.

[Fritz]

Nothing Donna could say or write will be perceived as positive, I think.

My father did "Crisis Management" consulting for huge companies. These consultants are the go-to guys for huge corporations when the stuff hits the fan and they make the news in a really bad way. From a PR/communication perspective, Kryptonite probably did everything wrong, but I really can't imagine a tiny company like Krypto really managing this in any other way.

The real lesson for the small company: Review your crisis management before something bad happens.

[Tim]

Bell has deeper problems with this lock...Any bike lock that uses a rotating cylinder type of combination lock can easily be broken into in less than a minute. I just bought my son a brand new bike and liked the look of the Kryptonite lock and purchased one for him. After a few days. I remembered that as a kid (I'm 50 now) that I could easily break into this type of lock. Just gently pull the lock apart and start rotating the right-most cylinder. When it reaches the correct location it will "snap" into place. The lock usually even separates slightly letting you know that it the correct number as well. Then try the other cylinders. After a little practice you'll find that you can unlock it in less than a minute