The truth always comes to light.
There’s a chance whatever incident you’re worried about will pass without fanfare. You solve the issue quickly. You avert the need to make an uncomfortable public statement. Your customers continue enjoying your products and services, none the wiser.
Yet, what if that’s not how it plays out?
When a problem that goes beyond the normal hiccups of day-to-day business operations emerges, the wisest path is to assume the worst-case scenario. Prioritize your relationship with your customers by listening to your PR firm—not your legal team.
The prospect of litigation, with hefty legal fees and time tied up in the courtroom, might appear a bigger bogeyman than a run of bad press, but tarnishing your reputation with your customers comes with hidden costs you’ll be paying for years. That includes the business lost when prospects decide it prudent to avoid your company after a quick Google search pulls up incidents of questionable behavior and failure to take responsibility.