3 requirements and 3 steps to recovery Over recent days BANKWEST has been apologising for technical issues that have led to customers not being able to access their money. Apologies have followed a barrage of angry complaints aired by customers on social media This is one of a number of issues BANKWEST has had to […]

3 requirements and 3 steps to recovery Over recent days BANKWEST has been apologising for technical issues that have led to customers not being able to access their money. Apologies have followed a barrage of angry complaints aired by customers on social media This is one of a number of issues BANKWEST has had to address over recent times and it will no doubt create some bad will among customers and contribute to potential customers looking more closely at other options Setting aside my view that BANKWEST has a poor track record in terms of managing issues that have the potential to damage its reputation, what can and should any business do when they stuff up? How do they go about restoring their reputation and protecting their brand? I would argue that three critical requirements are: Act fast Act openly Act decisively The issue and the PR consequences need to…