Recalls are one of the biggest challenges and opportunities companies face. Done right, you create goodwill, fans instead of customers and more public recognition then can even be imagined. Done wrong billion dollar media buys can’t fix.
Graco Stroller just had a recall and they are at the fork in the road, we will be keeping an eye on how they do. We hope their agency guilds them through this opportunity to shine.
If we see this opportunity for Graco starting to turn south, we will probably write a column regarding how we would advise our client if they were in the same position, but I’m confident Graco is currently taking the needed steps to make its customers happy, safe and whole.