Winning Back Your Customers' Trust

[mandy]

Few events are likely to have a more devastating effect on a company -- or even the industry it represents -- than being exposed for deliberately misleading customers about the safety of its products. The sunscreen industry may be forced to crawl out of a ditch due to this sort of deception...

"The first thing [companies] tend to do is talk to lawyers who tell them to wait and say nothing. So they go dark, and during that period a secondary crisis develops because they are seen as not being candid or not caring, or [not] even interested in the issue,"...

Indeed, companies and public institutions have rebounded from worse catastrophes by taking what comes down to common sense actions: Don't make excuses. Say you are sorry. Show you are sorry. Take responsibility for any damage or harm...

full article: http://ecommercetimes.com/story/FJnOnwnC...rust.xhtml