The four-minute YouTube video shares how leadership and company employees put the time in to listen to their consumer focus groups, and ADMIT they have not done their best. They don’t try to hide the criticism. Instead, they share it as well as how they felt when they received the results. They then go on to show how they are going to upgrade their pizzas based on the public criticisms.
As a communicator, I try to get it right the first time for my clients. We all do. I personally make sure that if I do mess up (in either my personal or professional life), I take responsibility. That appears to be what Domino’s is doing. Will it work? We’ll see, but I imagine they are gaining strong points in the category of respect.
Outside of the obvious “it would be the right thing to do” (of course, this opinion stems from my personal upbringing), here are my questions to you:
- Should all companies take this approach?
- Would it be appropriate in all situations?
- Is it the job of a communicator to work to make this happen?
I look forward to your thoughts.