When Facing a Reputation Crisis Be Nice to The New York Times
Toy maker RC2 is facing a reputation crisis over the recall of 1.5 million Thomas the Tank Engine toys, contaminated with lead-based paint.
The company has thus far refused to discuss the recall – which includes products manufactured over a two year period – but its biggest mistake may have been to piss-off The New York Times.
Company executives did not return repeated phone calls left at their homes and offices. A manager at the RC2 factory in Dongguan detained a New York Times reporter for more than nine hours after he had been admitted to the premises by security guards to ask questions about the operation.
It’s worth pondering whether the NYT story might have been shorter and less damaging, had RC2 not detained its reporters for 9 hours and actually explained to them all the steps the company is taking to protect the public.
Hat-tip to Willem!