Monday, August 13, 2012
Clean up after yourself
If your brand fails to live up to its promise, you can't sweep it under the rug and hope it will go away, especially in today's connected world.
The only way to move beyond a bad product, less than stellar service experience or other corporate miscue is to acknowledge the failure, apologize and improve.
Your customers don't expect perfection. But if you don't make it right after you make a mistake, you can expect them to look elsewhere.
Your competitors will be happy to clean up your mess.