Building Reputation in SecondLife: An Example.

I was at Midas Bank (Aplasta (39, 199, 151)) in SecondLife yesterday. I made a deposit. As a habit, I always check my balance after I make a deposit - just like in real life.

My balance hadn't changed. Uhoh. The lady in front of me had the same problem.

I tried it again, and saw a script error - and I recalled yesterday that someone had been working on the ATMs. So I wrote an instant message to Midas Commons at about 7 a.m. SLT. I didn't expect a response right away - it's a global market, so I give people a 12 hour window before I get upset. We warned a few other people. I logged out, stayed cool and went about my life. The amount I had placed in the bank was substantial, but there wasn't much I could do. I'd sent the IMs. Sit and wait.

I logged back in around 9 a.m. SLT. Midas Commons appeared - and paid everyone out their money. He explained the problem (someone was adding lotto to the ATMs and broke something), and he addressed the problem - temporarily removing the ATM.

Banks in SecondLife live on reputation and interest rates. Things do go wrong - and it is how they are handled when things go wrong which really builds reputation. When things run smoothly all the time, people grow comfortable and take things for granted. It's the rough spots where character comes out.

Midas Bank and Midas Commons moved up a little in the area of respect with how the situation was handled. There's a lesson there in a virtual world that some in the real world could afford to learn. Press releases might get attention, but dealing with the rough spots builds reputation.