I was thinking the other day as I was reading a bunch of stories about companies that made very poor decision which resulted in some controversy. As expected they issued an apology with statements along the lines of they will make sure it doesn’t happen again. As you would expect most people have the mentality where no one is perfect so let’s move on. Wouldn’t you know it that not too long later they in a sense repeated something similar which again they apologized for and mentioned they will try harder. The yup, it happened a third time with the same results.
Funny enough though it seemed like its most loyal fans in the long run didn’t think much of it. While they scolded the company it pretty much just eventually disappeared where it was business as usual. Kind of makes you wonder where if you were a long-time or loyal customer to specific company how many times would they have to mess up for you to take your business elsewhere as they say?
It makes me wonder too for companies that feel their base is so loyal that when they repeatedly mess up the apology is more for PR and future new customers. Because in many ways it does just come down to who can offer the cheapest and fastest as they say. Reminds me of a company that has a history of releasing new products that are extremely unstable yet people even admit themselves they keep buying it anyways because it is the cheapest. Just seems so odd huh? I guess that’s what happens when there isn’t much competition.