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The year after I left eBay, for example, the site was down for about 22 hours. It was a disaster. What Meg decided, and it was really a key moment in her leadership, was that we were going to call every one of our top 10,000 sellers and apologize. She wanted to make sure the company internalized that we’re here to serve real human beings, and when we make mistakes, there are consequences. - www.inc.com