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ThanksThanks for taking the time to post your question @andrewthomas
It's a unique question that some of us will experience. The worst part of it being that it's often out of our control, such as bad quality product being drop-shipped by a supplier or distributor.
How can we manage our company's reputation when something like this goes down? Here's my tactile three step disaster recovery plan (I've never had to follow through on Step 3).
With more information on the type of business, I can provide more targeted answers.
- Get in touch with each customer that has been wronged. Explain what happened to them and offer them something for their time and trouble. Don't just apologize, RECTIFY the situation.
- Fix the problem. Whatever happened that caused the negative PR ripple effect, squash it. If you had a bad supplier, find a new one as soon as possible. If you have been knowingly selling shitty product, take this as a final warning to make the necessary changes.
- Rebrand. If the damage is so bad or so vast that you can't get in touch with each customer individually, then you might need to rebrand. This is a last ditch effort. You will lose most existing customers but you will be free of the negative reputation. This is why you see "UNDER NEW MANAGEMENT" plastered on restaurants or outlet stores when they reopen. They want to distance themselves from the perception of previous management.
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