If it’s broke, fix it – As soon as you realize there’s a problem, fix it. Brand loyalists expect a very specific experience from their favorite brands and when that brand promise isn’t being met, they will go elsewhere (there are many fish in the sea). It’s important to fix problems as soon as you can.
Communication is key – As in any relationship, open and honest communication is important. If you make a mistake, fess up quickly and let people know what happened and what you’re doing to fix it. . As a brand, it’s best to be proactive and control the situation so it doesn’t get blown out of proportion. Also, if you have had a good relationship, your customers will be more forgiving and genuine apologies usually do the trick.
Keep promises – Now that you’ve fixed the problem and apologized – it’s time to go back to delivering on your brand promise(s). Before you know it, your relationship with your brand ambassadors will be stronger than ever.