Asda know the value of customer opinion: cock up over mental patient costume


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In the news today, Asda have been criticised for selling a horror costume that many people and groups have found (understandably) offensive. So how do they react?

  • Tell the world that it’s not offensive (because it sells well and makes them a lot of money)?
  • Make a small apology and a quiet withdrawl?

And what would happen to their reputation if they did either of these?

No, they do the common sense, customer focused thing: they swallow their pride, own up to getting it wrong and make a sizeable donation to a mental health charity.

Now what’s happened to their reputation?

Now how many hotels do the same via Trip Advisor, or other businesses train and empower their people to deal with any real or perceived cock up in a similarly brilliant fashion, focused on the long term rather than short term cost saving lunacy!

Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' ( ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' ( ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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