Thoughtful Thursdays - Damage control

Once in a while best laid plans go off the rails. In a worst case scenario the reputation of your business can be damaged and image re-building is the order of the day.

A recent group discussion based on an Moneyville article brought to light a situation where a business appears to be experiencing a loss of customer confidence.

Without knowing all the details, it looks like a promotion may not have considered the possibility of success beyond expectations, and as a result there are unhappy customers.

Today's thought focuses on how one might initiate damage control when something like this happens.

Although it may seem to be a good time to panic, don't. Many companies have experienced similar consequences of actions and survived to talk about it. In several cases they have come out of these situations with stronger customer confidence.

Being honest with your customer is the common theme in turning bad into good. Do your homework, assess the situation and tell them how you plan to fix it. Clearly communicate the action plan to your employees and then tell your customers. Don't keep anyone guessing. The success of repairing any damage will rest on the precise execution of the plan, so be involved and measure the results. Talk to your customers, be prepared to listen and show that you care.

Next week - how to avoid getting into this kind of situation.

Good selling,
Richard