Quote of the Week: Skeletons in your closet?
Years ago, insiders at The Gaston Gazette described their delivery service as “horrible”. Customers used even harsher words.
They had worked hard to improve but there was an ingrained perception that the lousy service continued.
So they double dog dared people to say they weren’t getting their home delivery on time. If a deadline was missed and the customer called in to report it, he got two days credit.
The program was advertised heavily – on billboard, television and in print – encouraging subscribers to complain.
The Gaston Gazette could have kept the delivery issues skeleton in the closet. But instead, they made it dance.
Read about more dancing skeletons here: 10 Dancing Skeletons
Read more about mistake management here.
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