After a firestorm of negative publicity about the mean trick Fox Sports played on a loyal Panthers football fan (see blog entry for 9/6), Fox has apparently reluctantly done the right thing and awarded him the prize promised. Mr. Good will be receiving a 2007 Ford F-150 truck.
Fox’ CEO and Chairman received more than 2,000 e-mails and phone calls in a single day about the humiliating stunt pulled at the expense of Greg (“Catman”) Good on August 24 at the Panthers-Dolphins pre-season game. While I’m happy for Mr. Good, for Fox I’m afraid the damage done to the company’s public image will not be repaired by this “come lately” gesture.
It’s much harder to restore trust and good will than it is to damage it in the first place. Again, something to think about for anyone in a setting where relationships with their customers, clients, patients, viewers, users, readers, etc. are the lifeblood of their business.