Your brand is your key to building and maintaining your customer base. Keeping your brand’s promises consistently keeps people loyal to your brand. A single mistake can instantly break that trust, which may cost years to get back.
This is why the recent allegation of Volkswagen using software for cheating diesel engine emissions test results is such a big deal.
What happened during the 2015 Volkswagen scandal?
According to reports, the US Environmental Protection Agency discovered that the automaker had installed a program to adjust engine performance when the cars were subjected to carbon emission tests. This led people to believe that Volkswagen’s diesel engines were compliant with environmental standards, meaning they were supposedly cleaner.
As if this wasn’t enough, reports also say similar models shipped to European and Asian countries could also be affected by this software as well. The total number of affected vehicles could reach at least 11 million.
CEO Martin Winterkorn has already apologized for his company’s apparent violation of environmental safety standards, and is set to step down. While we have yet to hear news about a product recall, it’s safe to say that the public’s trust in Volkswagen has dropped significantly. Even then, there are also lessons we can learn about safeguarding your brand during trying times:
1. Do a Product Recall
If anyone finds something wrong with your product, do a recall as soon as you can. Auto manufacturers like GM and Honda have also done recalls over defective parts when problems have been reported. This shows that you’re not willing to risk the public over the mistakes you made. You also give the impression that you act swiftly to correct your mistakes.
2. Issue an Apology
Owning up to your mistake is a crucial part of the brand recovery process. If you don’t share your side of the issue, the media will just keep reporting complaints from people and accidents caused by defective products This can be seen in the public apology done by Winterkorn. While it’s true that the public is still angry with Volkswagen, at least they humbly admitted their mistake and didn’t point fingers.
3. Keep the Public Posted
Maintaining a presence and updating your customers is another crucial lesson here. It goes without saying that you need to improve your product and fix what was broken. But as you do this, always remember to keep the public informed about the steps you’re taking.
As of this writing, Volkswagen has yet to take action over the affected cars. Expect that a costly recall will come up, though. While billions of dollars and euros might be spent to fix this problem, the people will be watching the company’s every move. It’s best for them to avoid taking wrong turns at this juncture.
The hardest part about your brand is that you will, at some point, have to own up to your mistakes. When this happens, it’s important to be quick in recalling any affected products. Don’t forget to share your side of the story and what you plan to do about the situation. This will help minimize the damage done by bad publicity and show that you‘re doing something to address the problem.
As for the Volkswagen fiasco, the company’s going to need a lot more than an apology to get their brand back on the right track.
DeBord, Matthew. “VW’s Cheating on Emissions Tests Goes to the Heart of Its US Business.” Business Insider. September 21, 2015. Accessed September 23, 2015. www.businessinsider.com
Thomas, Chad. “VW Chief Winterkorn Steps Down After Emissions Scandal.” Bloomberg.com. September 23, 2015. Accessed September 24, 2015. www.bloomberg.com
Thompson, Mark, and Ivana Kottasova. “Volkswagen Scandal Widens: $7.3 Billion Cost, 11 Million Cars.” CNNMoney. September 22, 2015. Accessed September 23, 2015. www.money.cnn.com