Newton’s 3rd Law – To every action there is an equal and opposite reaction
Case in point: Domino’s
I am sure that most of you remember a few months ago when employees at a Domino’s Pizza in North Carolina posted a video on YouTube “messing” with the food they were preparing. This video took You Tube, Domino’s and the internet by storm, quickly being viewed by an audience of hundreds of thousands. The internet was not the only place where people heard about the incident, as millions of people were also informed via local and national TV coverage. As you can imagine, this put a serious dent into the trust that I (and millions of others) had in Domino’s, a provider of a product that I had purchased before.
A few days passed before Domino’s posted their reply via a YouTube video. Domino’s addressed the measures that were being taken to ensure that this did not happen again and thanked the members of the YouTube community for reporting the original video that made Domino’s aware of the situation. This was very important as the situation was still fresh in everyone’s mind. I appreciated the video and liked the way that Domino’s handled the situation. Now while I am not too sure if I will give them the benefit of the doubt in the near future, I will take the video into account.
Domino’s could have stopped there, but rather they took this one step further, which was entirely necessary (IMO) to gain their customer trust back.
More recently, Domino’s has posted a new video (on their new site – Pizza Turnaround – basically a website/blog) thanking people for their feedback online throughout many different Social Media channels. Patrick Doyle and other “real” employees speak from their corporate headquarters in Michigan about their “passion around the pizza.” They are also highlighting how they are listening to negative feedback on the and turning it into a positive for the brand and their product.
Talk about turning a negative situation into a positive! Now it is unfortunate that it took the video from employees “doing what they did” to turn Domino’s around, but as they say, it is better late than never. Now the question is, are you going to wait until this type of situation hits you and your business, or are you going to start to listen now?
*crossposted on http://www.ektron.com/mikepascucciblog