How a simple mistake can cost your company $30,000

Have you ever made a mistake that cost your company $30,000? I suspect for most of us the answer is no, or at least we think the answer is no. What if the mistake was something that you didn’t even notice was a mistake.

I was browsing through the power 150 top marketing blogs, and stumbled across the following blog from Mike Wagner about owning your brand. There are two recent posts that should make everyone out there sit up and listen. I would strongly recommend that you go read and inwardly digest them.

The first is a story entitled But you promised telling how not fulfilling a promise cost one hotel $30,000. The second is a follow up post and has some great comments about what people would do to rectify the situation.

What steps have YOU put in place to protect your brand?

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Duncan Morris

Duncan Morris

Duncan founded Distilled with Will in 2005. He built the, now defunct website CMS from the ground-up, and consulted for some of the company‚Äôs first clients. Today Duncan leads the management team and helps to steer...   read more

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3 Comments

  1. Thank you for picking up on my $30,000 Toothbrush postings.

    Leading a branded culture is not easy. The clients I serve regularly discover that their leadership skills will need to improve.

    But losing a big contract by not delivering on a relatively easy promise to keep is not what anyone wants to see happen either.

    It is very encouraging to have you enlarge the "brand ownership" conversation here.

    Keep creating,
    Mike

    reply >
  2. Hi Mike.

    No problem. I have subscribed to your blog and look forward to reading more about what you have to say.

    The problem with the easy promises that you talk about is that it is unless you have excellent management the employees are unlikely to understand the consequences of not fulfilling the promise. I am sure that if the receptionist knew their action would cost the hotel $30,000 they would have been a bit more helpful.

    That really isn't the point though.

    Thanks for your warm welcome.

    Duncan

    reply >
  3. In case we're all getting a little bit cynical and jaded, here's a nice antidote story of great customer service on the freakonomics blog.

    reply >

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