Errors. Everyone makes them: both people and brands
This is life, and the well-known phrase “only those who do nothing make mistakes” is really an axiom
The problem is often not in the mistake itself, but in further properly structured communication, which allows you to quickly correct the situation and get out of it with dignity
A very recent example: Adidas was forced to stop selling the new home kit of the London “Arsenal” after buyers noticed a mistake in the design of the shirt
The shirts actually turned out cool, with a reference to Arsenal’s historic 2003/2004 unbeaten season
The problem was this: Adidas stitched the team’s score sequence in each of the matches on the inside seams of the 2023/24 kit, marking a win with a W and a draw with a D. However, this sequence only counted for 32 of the 38 matches And attentive fans noticed it immediately
“Arsenal” has already removed the shirts from sale on the official website. The manufacturer, in turn, promised to fix everything, and to refund the cost of the t-shirt to those fans who have already purchased a uniform with an error in the design
In this case, the brand corrected its mistake quickly, clearly and was extremely open and honest with users. And it was this position that made it possible to defuse the situation and avoid a wave of hate.
Don’t be afraid to admit your mistakes and tell consumers exactly how you’re going to fix it. Be honest and open, don’t get emotional and don’t gloss over the situation
And then the chances of getting out of any (well, almost) unpleasant situation ecologically and with minimal reputational losses increase many times over