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I don’t know about you but Sunday nights are time for me to catch up. On my reading, on my work, on my relationships — all with an eye on Monday morning and knowing that the 180 mph pace is about to resume.
Sundays also seem to be my day for deep thoughts. I thought it might be fun to ease into the week together with a question that is sort of about branding and marketing but also has a personal element to it as well. A chance to get to know each other AND talk shop. Perfect for a Sunday night.
No matter how good a company is, they’re going to make mistakes. It’s a given. The question to be asked from a brand perspective is how do you brand the fix? How do you make sure your brand promise is present as you work to make that client happy again?
Tom Vander Well tells a great "brand fix" story about Best Buy’s geek squad over at his blog QAQnA.
So here’s the question:
What company best lived up to their brand when they initially disappointed you?
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I recently booked a couple of rooms at a Marriott hotel. We had a problem when we tried to check in and the front desk staff was a bit rude. I mentioned to the manager something about the “Marriott Way” (I have worked with Marriott before and know a little about their core values). The manager then assured me they would correct the problem as quickly as possible – which they did. They even gave us a few extra amenities to make up for the inconvenience. I felt they made up for their “oops” and restored my faith in their brand.
Kirsten,
All too often, companies steer clear of bold brands because they know they can’t deliver on the promise 100%. So instead, they settle for something safe and completely un-noteworthy.
Marriott got it right. Make a huge promise. When you miss the mark (and you will) be ready to fix it. That’s all we want as consumers.
Sounds like they won your trust and loyalty back. And in some ways…went beyond where you were originally because they proved they’d make it right if they had to.
Thanks for jumping into the conversation!
Drew