Ashamed, Found out, EmbarrassedOne of the key trends in the free world today is that corporations and people can not longer hide what they say or do.

A recent embarrassment for Canadians was the after math of the last hockey game in the Stanley Cup tournament finals. The Vancouver team lost the tournament after 7 games and the fans set fire to cars, broke into stores to loot them and beat up a good Samaritan that was trying to control the mob.

The after math of this rampage is very telling. Everyone has a mobile phone with a camera these days and the police received thousands of videos and pictures sent to them as tips. I read in the Toronto paper that the Police server crashed due to the volume.

Then the pictures began surfacing on Facebook and the people who took part in the rampage started being named by friends.

Due to peer pressure and possible legal action, parents turned in their children to the police! In some jurisdictions, the parent can be held responsible for the actions of their children.

With no where to hide, the young men or women involved have to face the consequences of their actions. One individual was removed from an Olympic farm team. Others will face consequences at their schools and local communities. One doctor whose son was identified in a photo had to vacate his home, temporarily because of threats.

Impact for Business, Government, and Non Profit Organizations

This sad story repeats itself for business mistakes. Songs on Youtube, complaints to newspapers, or on websites or other public and private vehicles are fast becoming popular. For businesses, government agencies and non profit organizations,  there is no where to hide as well.

As problems surface, businesses and individuals behave differently than when their actions could be ‘lost in the crowd’.

1. Own up to the mistake. This should be done by an executive in the organization, not one of the workers, unless it is the worker who take responsibility for their own action.

2. Accept responsibility. Don’t blame others for your actions. It wasn’t someone else’s fault.

3. Apologize. Be sincere. In the book, UnMarketing: Stop Marketing. Start Engaging.

4. Make it right. Publicize what you have learned to prevent the problem from recurring again and what you will do differently going forward.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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