285: When to Disclose Bad News to Customers?

Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers. To disclose, or not to disclose? Not everything you need to tell customers is good news! Are you prepared to deliver the bad news when the time is right? Take the recent Equifax data breach, where it was months before customers became aware of the problem. As you may know, the news caused quite a panic! Why did Equifax withhold the information for so long, and why did they release it when they did? “How will you deal with this proactively moving forward?” -Jeannie Walters Delivering bad news is often a case of weighing your company’s best interests against your customers. So when you have bad news to disclose, are you protecting your customers, or covering your own butt? “Maybe it’s better to control the crisis a little bit for the customer’s sake.” -Adam Toporek Disclosure and transparency are not just buzz words! In fact, customers are demanding these virtues by name. If you haven’t had to deliver bad news to your customers, your time is going to come. How can you minimize damage to your brand’s reputation? Adam and Jeannie are here to help you make this call. Listen in! Content 360Connext® post, No Longer a Buzzword: Customers Redefine Transparency Customers That Stick® post, Turn Your Customer Experience Inside Out Episode 127: Is Transparency Effective? Episode 067: Customer Security – It’s More Than Digital We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices