Recording catches joyriding mechanics, highlights possibility of constant surveillance
In our tech-heavy world, recording devices are everywhere. From the cell phones we all carry to the plethora of James Bond-esque gadgets available online, the chance of your actions being recorded at any given time is such that a prudent crisis management policy absolutely must include the possibility of reputation-damaging words or actions being caught on tape.
How about some real-life proof? Check out the following story, from a Yahoo article by Justin Hyde:
William Clark says he took his Camaro to Best Chevrolet-Kia in Easley, S.C. for a clunking noise in the car’s six-speed manual transmission. After a previous visit to a different dealer, his Camaro had died shortly after Clark retrieved it; while he suspected the staff at that dealership of joyriding, he had no proof at the time.
This time, the voice recorder hidden in the door pocket catches employees doing several burnouts and hard launches in the Camaro; Clark later says the techs drove it harder in 20 minutes than he had in three years. Once back in the shop, the mechanics realize the Camaro’s clutch has been fried, and come up with a plan to blame the damage on Clark, saying to “write it up as him buying a (expletive) clutch,” while saying another part failed under warranty so that General Motors would pay for its replacement.
The dealership initially tried to deny any responsibility, but Clark knows his stuff and quickly introduced the story to the court of public opinion. Other Camaro owners took up his cause, and the clamor eventually caught the attention of General Motors. In the end, the dealer was forced to buy the car back for more than its current value, and earned its reputation a black mark that won’t soon fade with Chevy enthusiasts in the area.
Point is, if someone decides to throw ethics or common sense out the window, then there’s a pretty darn good chance they’re going to be caught red handed. “Behind closed doors” doesn’t exist any more, and the nasty things that some people decide to do when they think nobody’s watching are creating crises every day.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/