Comments on: What crisis? Toyota show that even the best get crisis PR wrong. http://www.artisanmc.co.uk/2010/02/11/what-crisis-toyota-show-that-even-the-best-get-crisis-pr-wrong/ Artisan Marketing Communications offers clients PR and marketing communications advice, practical support and implementation. Wed, 07 Sep 2011 15:15:59 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Rob Baker http://www.artisanmc.co.uk/2010/02/11/what-crisis-toyota-show-that-even-the-best-get-crisis-pr-wrong/comment-page-1/#comment-39622 Rob Baker Wed, 24 Feb 2010 09:06:26 +0000 http://www.artisanmc.co.uk/?p=933#comment-39622 Vince, thanks for your comments: you're right and it is so simple as well follow your guidelines and this could have been, not avoided, but certainly dealt with in a way where there was little harm to Toyota in the long-term Rob Vince,

thanks for your comments: you’re right and it is so simple as well

follow your guidelines and this could have been, not avoided, but certainly dealt with in a way where there was little harm to Toyota in the long-term

Rob

]]> By: Vince http://www.artisanmc.co.uk/2010/02/11/what-crisis-toyota-show-that-even-the-best-get-crisis-pr-wrong/comment-page-1/#comment-39619 Vince Wed, 24 Feb 2010 08:35:35 +0000 http://www.artisanmc.co.uk/?p=933#comment-39619 I would extend the golden rules a little into a process Find out exactly what the problem is in detail Act quickly and decisively. Apologise. Thank customers for their patience. Explain what’s being done to put the problems right. Carry out the remediation as soon as possible, whatever the cost. Look for an opportunity to significantly (& profitably) delight customer to recompense Put in processes and practices to ensure doesn’t happen again. I would extend the golden rules a little into a process

Find out exactly what the problem is in detail
Act quickly and decisively.
Apologise.
Thank customers for their patience.
Explain what’s being done to put the problems right.
Carry out the remediation as soon as possible, whatever the cost.
Look for an opportunity to significantly (& profitably) delight customer to recompense
Put in processes and practices to ensure doesn’t happen again.

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