So you’ve let down your customers – now what?

It’s every business owner’s nightmare but let’s assume for a few minutes that due to a combination of factors you’ve disappointed your customers.


Thousands of them.

Assume your hugely popular super-widgets have been recalled and it looks likely that you’ll have to fully refund your customers. The lawyers are urging extreme caution about public pronouncements– as lawyers always do.

It’s going to take some time to discover exactly who is to blame for the recall but given the complex nature of the manufacturing process and the number and locations of key players, maybe months.

The news breaks on twitter and social media is ablaze with negative comments about your company (#greatsuperwidgets) and reporters are banging at your door for an explanation of why things have gone so badly wrong and what you’re going to do about it.

“We’ve launched an investigation and w