Do the right thing and the public will forgive
Whether in daily life or business, negative situations bring a negative reaction. It’s how we behave after the fact that shapes the way we are perceived. Attempt to cover up the facts, and people smell a rat. Take the high road and admit your mistakes while actively seeking a solution and you’re likely to silence critics while moving towards a resolution, and, ultimately, returning to business as usual.
This quote, from Jay Baer’s Convince and Convert blog, describes one such situation:
Perhaps the most storied example of this is Dell’s magnificent use of its blog when laptop batteries were literally blowing up, setting their laptops on fire. By embracing the issue, Dell went a long way toward resolving the matter and defusing anger directed at the brand.
Despite what many believe, the public is more than willing to forgive and forget, but it takes the right type of crisis management. Show them you care about more than what’s in their wallets, and your happy customers will become staunch supporters.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/
Comments 2
True–but what do you think the lawyers would say? There is an interesting story line right now on the CBS show, The Good Wife. Have you seen it? Listeria breakout in cheese and the law firm has been asked to represent the client and do in-houe crisis management at the same time. What's interesting is to see the differences in approaches between the crisis manager and the lawyers. I think it's pretty right on.
Good points, Chris. I'm actually in the process of reading and reviewing a book about Online Reputation Management written by a lawyer. Hope to excerpt it in my newsletter soon and then mention it on the blog. Thanks for the comment!