Sometimes something leaks or goes live when it’s not meant to. No matter what precautions you take, when the human factor (or technology for that matter) is involved mistakes happen.
Like accidentally leaving a prototype phone on a chair. Or setting something live when it’s only supposed to change in the testing environment. But these leaks don’t have to be a negative thing. If responded to and leveraged correctly, and quickly, it can benefit the brand and strenghten customer percetion and positioning.
Last week PSFK tweeted this:
https://twitter.com/#!/PSFK/status/48074129613651968
It’s a brilliant response to a situation that could easily have been handled with the “lets-pretend-that-didn’t-happen-and-carry-on” method. It’s honest and friendly and it acknowledges that mistakes happen. Of course there are critical points when a leak can be devastating for the buisiness, or where it’s best to deny it, but when this isn’t the case it’s great to see honest and humorous responses from brands that make the most of the situation.
After all, it’s out there already. The damage is done so why not turn it into a positive thing and encourage people to have a look for themselves. If what was leaked is any good it will get people talking anyway so get involved and facilitate it. Like PSFK.
