Boeing's lack of insight regarding the answer letter for little Harry could have cost them more than negative word of mouth, although it did not affect directly their revenue or sales, it surely did affect their image. When a company reacts negatively towards a customer most likely the customer will respond back with the same attitude. It's only logical, for every action there is a reaction. Furthermore, their lack of optimism and encouragement could definitely affect a child’s passion for certain things. Picture it like this, imagine Boeing giving a positive response to Harry’s airplane models and concepts, wouldn’t that motivate the kid to pursue greatness? How do they know if this kid in 15 years is not going to be a revolutionary airplane designer with groundbreaking ideas? They don’t. And because of the negative response, little Harry decided to work for their competitor “Air Bus”. Wouldn’t that be a sight?
It’s incredible to see how such a small thing like this can impact such a big company, we thank the internet for it’s capability of connecting millions of people who share, thoughts, ideas, feedback and opinions. To certain extent, it brings justice and truth to those who seek it.
I believe that Boeing should have been more sensible to Harry; the consequences of negativity are always going to outweigh any positive action. Good thing they realized this and decided to rewrite a more appropriate letter for this situation.
http://e-marketingforsensiblefolk.blogspot.com/
Boeing Website
