Mazda lesson on how to fix a problem

Here's a lesson from Mazda on how to nip a potentially huge problem in the bud (based on a piece in Automotive News):

• Step 1: See the problem.
• Step 2: Admit the problem. Publicly.
• Step 3: Take quick action to solve the problem. Publicly.

The backstory: In July, a shipper carrying Mazda vehicles went into a 60-degree list in the Pacific and had to be towed to port. Some of the cars were under water, others were dry with little visible signs of damage. Mazda quickly stated that its engineers would evaluate all 4703 cars to determine which to scrap and which to sell through a used-car program. Standard fare.

But then they saw that though their initial solution was logical, it was not a wise one in the long term. I quote from Automotive News:

... given that the provenance of the vehicles might come into doubt in several years' time, Mazda decided to avoid a potential customer-satisfaction nightmare by scrapping all the vehicles.

"We just couldn't take the risk of there being unforeseen issues down the road," said Mazda spokesman Jeremy Barnes.

"There were two camps of potential buyers. One was, 'Where can I get one cheap?' The others were worried they might get one by accident and weren't going to shop Mazda as a result."

What a great move by Mazda! The solution is in the best interest of clients, potential clients, people who weren't potential clients but now may be when they see how Mazda handles problems, and ultimately Mazda itself.

Tags: Mazda, automotive, auto industry, automotive industry

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