Samsung just can’t seem to get it right. The tech giant has already experienced a huge PR nightmare due to some of its Galaxy Note 7 phones overheating and even catching fire. But the problems haven’t stopped there.
Originally, Samsung claimed that the battery supplier was to blame for the overheating. But since the company switched suppliers, the overheating hasn’t stopped. And even some of the replacement phones that Samsung sent out after the recall have caught fire. This has caused some major stores and companies, including AT&T, T-Mobile and Verizon to stop replacing the Note 7 phones.
And now, Samsung is actually halting production on the Galaxy Note 7 altogether. Though it was likely a difficult move for the company that has put a lot of time and effort into creating and promoting the device, it was probably the right decision.
Learn from These Crisis Management Mistakes
The more missteps the company makes, the less consumers are going to be able to trust the brand going forward. Every company makes mistakes. But a constant string of them can really impact perception, even once the company actually figures out and eliminates the original issue.
The same concept can be applied to small businesses as well. If there’s any issue with your products or services, especially if that issue involves safety, the best thing you can do is find the problem quickly and fix it. Then be completely transparent with your customers about what went wrong and the steps you took to correct it.
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