Toyota executives have been virtually silent amid a recall of millions of their cars because gas pedals can become dangerously stuck. For their customers, oh, what a feeling _ fear, frustration, confusion and anger.
Since Tuesday, when the Japanese automaker said it would stop making and selling some of its top-selling models, the company has had few answers for dealers and drivers _ most notably about when Toyota owners could get their cars fixed and hit the road without worrying.
The AP article from which this quote was taken, which also features comments from Jonathan Bernstein, is just one of many slamming Toyota’s handling of their enormous product recall. Considering the issues with Toyota vehicles are putting not only their owners and passengers in danger, but also everyone on the road with them, one would expect their crisis management strategy to be proactive and wide-reaching. Instead they appear to have been ill-prepared for a major recall and you can see the result.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/