Moo.com had a bad day recently – and blogged about it. It’s currently showing on their homepage, titled: Blimey. a non-happy day at MOO.
The replies are 99% positive and supportive. One says: "Wow, poor Moo guys. Enjoy the pizza, you deserve it. Big or small business, it’s tough keeping the customers happy on the best of days. You have a fun product, and I’ll look forward to the new stickers I ordered today! Wheeeeeee!"
It just goes to show how honesty, openness and a great brand can all add up to loyalty and forgiveness. Other brands take note: those who bare their souls and admit to mistakes don't necessarily get shot down in flames...