Imagine for a moment that your new business was the savior of an entire community. Now, imagine the fallout when your new business accidentally destroyed the trust of that entire community with one defective product.
This imaginary scenario became very real for the Impossible Project a few years ago, shortly after the company launched. As the only producer of classic Polaroid film on the entire planet, the expectations from customers were understandably enormous. When a batch of film rolled off the assembly line with a catastrophic defect, company heads were left with no choice but to go to their devoted clientele with a pure and honest plea.
To read the original article: If You Screw Up, Be Honest About It And Your Customers Will Forgive You | Fast Company | Business + Innovation
