We all hope everything runs smoothly. In the real world, things have a tendency to go astray. Sometimes the problem is minor and sometimes it can be catastrophic. How your custom,res react depends on how you handle the situation.
Take Samsung. You can’t have a more catastrophic problem than your product spontaneously exploding. Will customers flee? Probably not because Samsung handled the situation well. They got out in front, announced a recall, explained what caused the problem and replaced the defective product. Samsung was quick, transparent and didn’t try to shift the blame.
Likewise when Tylenol had its tampering scare in 1982. They handled the situation so well that it is still taught in crisis management courses. They removed the product from the shelves quickly and changed the packaging to prevent the problem from reoccurring. The tampering took place well after the product had left Tylenol’s hands, but they took control and ensured the safety of their product.
When something goes wrong act quickly, accept responsibility, fix the problem, and ensure that it won’t happen again. When you do that, your customers will stand by you.
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