Tony Hayward, CEO of BP appeared before a US Congressional Committee to address the recent Oil Spill in the Gulf of Mexico. Despite using the tried and true customer satisfaction remediation technique of Acknowledge the problem, Apologize and Demonstrate actions, the best practice failed. Why? Attitude and lack of emotion. Contrast to a recent speech by Obama on his actions relative to BP also included in this post.

BP’s oil spill in the Gulf of Mexico is in the news regularly, with efforts to control the flow of oil from the well and clean up the mess. It goes without saying that anyone affected by the current BP oil spill in the Gulf of Mexico will be very concerned. The environment and eco system are endangered. Tourism in the affected areas are suffering as tourists cancel their plans to visit affected beach areas. Even if the oil doesn’t show up on shore, the smell of the oil may carry for miles. A group of Grannies in Florida wrote a song on Youtube complaining about Halliburton and BP which may very well go viral. At the time of writing, almost 16,000 people had seen the video. Video comments take very strong positive and negative views of deep sea oil drilling, the Grannies themselves and about BP and Halliburton.

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