Corporate motivation for correcting mistakes

Companies make mistakes: They launch offensive ads (Motrin anyone?), they omit declarations on packaging, they might even sell a faulty product. Like humans (well not quite) they are not perfect. An interesting post today from Jason Bear about a customer service experience with Nissan.

In short Jason buys car, car does not have roll over sensor as advertised, Nissan sends Jason letter offering $2,000 or to buy the car back, Jason blogs about Nissan’s motivation for the “bribe” or if it might be a social media experiment (we are talking about it aren’t we?) Peter commented on Jason’s blog and we are posting the comment below (for the record – we are not currently employed by Nissan):

Jason,

Having had some experience working inside and consulting to several of the Japanese OEMs I think what you saw was a sincere effort. Yes – we live in a litigious society and so companies want to protect themselves. But, the key here is they got to you first.

Let’s say you had an accident and a roll over sensor might have avoided injury to you or your vehicle. What are the chances that you would think of that, find out about it online, sue, etc. They are present, but in reality not something firms take a proactive stance on.

Nissan happens (like some other firms) to keep good tabs on who buys what and so are able to send you offers to buy more later. Nissan and a few others we know of are more focused on giving you a great customer experience so you come back voluntarily (which ends up being less expensive for them as well in the long run).

Most people do not blog about good experiences with companies and brands – so I commend you for doing so – and your points are relevant – what was their motivation? I honestly think they wanted to do right by their customer first and safeguard second.

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One thought on “Corporate motivation for correcting mistakes

  1. Jason Baer says:

    Hi guys. Thanks much for the link, and to Peter for the excellent comment over at Convince & Convert.

    It was truly an example of knock your socks off customer service, although they did it in such a serious way (legally-driven, no doubt) that they couldn’t really capitalize on it very much.

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