If there’s ever been a company in need some serious reputation management it’s Best Buy. They’re in the news again for mistreating customers, this time busted by HDguru.com for lying about price matching and delivery, among other policies. The article also includes a list of excuses managers allegedly supplied to salespersons in order to increase profit margins and first hand accounts of attempted purchases. In addition, their media relations department has not responded to requests for comment, which of course makes them look guilty as sin. Whichever crisis management team (if the electronics giant has even heard of those) gets to deal with this situation is really going to have their hands full.
JB
Jonathan Bernstein
www.bernsteincrisismanagement.com