LG electronics proved this proposition last February. A child was dead in drum laundry machine made by LG electronics. The media reported this accident to the public next day. Three days later, LG announced that they started voluntary recall of a million of laundry models that cannot be opened inside. Also, it did campaign about the safe use of drum laundry washing machine while producing a video to inform users the risk and visiting kindergartens and elementary schools.
This recall of LG looks different from any other case before from five aspects of company action.
1. Safety
LG was not in charge of legal matters with this accident. It has been provided consumers with the guideline of a user book. Mostly companies do not try to take a responsibility if there is no legal problem. But, LG was different, and did put effort on preventing future accidents from consumers’ inattention. LG recognized the Europe has few accidents with drum washing machine because of the consumer safety use campaign.
2. Speed
In three days LG executive members did make a swift decision with this matter. Spending millions of dollars, they tried to recall all the faulty models. To save time, they communicate with each member in different cities through a video conference.
3. Speak
What if LG tried to be silent about this accident? Media might have reported that LG turned away from the responsibility. That would be harmful for LG electronics items in a market. But, LG actively confronted the problem.
4. Solution
There are two kinds of ways for a company to deal with the problem in a risky situation. One company tries to focus on defending the matter while the other one makes an effort for solution. The consumers are more interested in responsibility of a company than liability of one.
5. Social Media
LG utilized social media to cope with this matter. It asked people to participate in the campaign for the consumer safety use via its corporate blog and Twitter.
This recall done by LG was based on long- term results of its business and consumer safety.
1. Safety
LG was not in charge of legal matters with this accident. It has been provided consumers with the guideline of a user book. Mostly companies do not try to take a responsibility if there is no legal problem. But, LG was different, and did put effort on preventing future accidents from consumers’ inattention. LG recognized the Europe has few accidents with drum washing machine because of the consumer safety use campaign.
2. Speed
In three days LG executive members did make a swift decision with this matter. Spending millions of dollars, they tried to recall all the faulty models. To save time, they communicate with each member in different cities through a video conference.
3. Speak
What if LG tried to be silent about this accident? Media might have reported that LG turned away from the responsibility. That would be harmful for LG electronics items in a market. But, LG actively confronted the problem.
4. Solution
There are two kinds of ways for a company to deal with the problem in a risky situation. One company tries to focus on defending the matter while the other one makes an effort for solution. The consumers are more interested in responsibility of a company than liability of one.
5. Social Media
LG utilized social media to cope with this matter. It asked people to participate in the campaign for the consumer safety use via its corporate blog and Twitter.
This recall done by LG was based on long- term results of its business and consumer safety.
Original Audio Content by June-Young Lee is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License.
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