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2017年8月28日讯,不知道从何时开始,“勇于认错,坚决不改”成了搞笑名言。足以看出,一个良好的认错态度有多重要。如果用对了时机,甚至有可能掩盖住错误并没有得到改正的事实。
海底捞火锅店资料图与本文内容无关赵鹏摄
这两天,海底捞北京劲松店、太阳宫店有老鼠在后厨地上乱窜、打扫卫生的簸箕和餐具同池混洗、用顾客使用的火锅漏勺掏下水道等问题被媒体曝出。在人们错愕无语之际,海底捞通过危机公关放了“大招”:坦承质量问题、管理问题,并承诺严格整改。这一回应的效果,真可以用“逆袭成功”来描述。
不少网友表示,“当然要原谅海底捞”、“真的要把海底捞打入海底吗”、“几个月只拍到一只老鼠,至少没有假肉和地沟油”……拜托,海底捞刚认了个错,改得咋样还不知道,凭什么就“当然要原谅”?这些如此容易动情的网友,是不是把危机公关的质量和食品安全的质量混为一谈啦?海底捞的诚恳认错,其实6年前也有过一次。
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