Tuesday, March 2, 2010

damage control

One of the first steps in correcting a problem is reducing the damage the current situation is causing. This involves protecting the customer, protecting employees, seeking out all the affected product, and taking extra steps to ensure bad product is discovered while production continues.

What about public perception and communication?

If you've ever been involved with correcting an issue with a customer, and I'm pretty sure if you're reading this, you have, you well know that communication to your customer is vital.

Communication to those unaffected is vital as well.

Transparency is a huge relationship and trust builder.

Check out this report from Gerson Lehrman Group to hear what industry experts have to say about the recent Toyota product failures.

What are your customers and others saying about you?

as a side note - I think this is one of the best internet articles regarding the Toyota recall

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