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Friday, Mar. 16, 2007 at 3:53 am

How Transparent is Your Business?

By Anthony Garcia
March 16th, 2007

transparentYour company is not perfect.

Your company makes mistakes.

Your company’s mistakes affect your customers.

What do you do about those mistakes? Do you puff your chest and act like nothing is wrong?

Do you try to ‘spin’ your way out of it.

Stop wasting your time, you are only digging yourself a grave in the graveyard of irrelevant companies and poorly perceived brands.

Instead, try being transparent.

Our friends over at Bazaarvoice have a great post about the recent JetBlue snafu.

The jetBlue situation illustrates the fundamental truth that customers want to know that a company cares about them, listens to their feedback, and takes action to address issues. Read the entire post

In today’s lightening speed word of mouth world, honesty is the best policy.

What are you doing about your goofs? Are you facing them with honesty and transparency? Or are you running for the border?

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Comments (6)

  1. Yes! Amen! the more open and honest a company is, the more that company is set up to survive and even thrive if there *is* a problem. Look at the quick recovery of Johnson & Johnson, who displayed incredible openness–as well as above-and-beyond concerns for their customers’ safety vs. their own short-term financials

    Compare that with Ford, whose dismal performance cannot be helped by a series of ethics and safety scandals over the last 30 years or so, most notably serious safety issues that they chose not to address in either the Pinto or the Explorer.

    I discuss this and many other examples in my award-winning sixth book, Principled Profit: Marketing That Puts People First, BTW. Meanwhile, I’m trying to create a business climate where honesty and transparency are the norm, through the Business Ethics Pledge (business-ethics-pledge.org)

  2. I highly recommend Shel’s book. Do yourself a favor and get a copy.

  3. I work for a Content Development company, Chillibreeze. We are based in India. Often, we get accolades from our clients, but at times, we do receive some criticism.

    We have always been honest with our clients about what we can do and what we can’t. I guess the key is to underpromise and overdeliver.

    Another important thing for small businesses like us is to be concerned about client issues and respond positively rather than go into denial.

  4. I agree with idea. And hope that it will be useful in the days ahead.

  5. I had receive a new knowledge in your article.

    Thank you very much.

  6. It’s new lesson for me.

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