MEMO
To: CEO Toyota
From: Director of Crisis Management
Date: February 8, 2010
Re: Toyota Recall- Accelerator Pedals
In response to the current crisis of the defective accelerator pedals in certain 2009-2010 RAV4, certain 2009-2010 Corolla, Matrix, Avalon, certain 2007-2010 Camry, 2010 Highlander, 2007-2010 Tundra, and the 2008-2010 Sequoia, certain steps need to be put into action in order for Toyota to overcome the current crisis.
Toyota must be open and honest to its loyal customers and immediate action is in order. Toyota must take full responsibility for the issues at hand and will implement the solution to the recall in a timely matter. First Toyota must inform customers via press conference with you, that if their accelerator pedal is hard to depress, slow to return or is not smooth during operation, the vehicle should be stopped in the nearest safe location, shut off, and contact Toyota dealership for assistance. It is our responsibility to be in the public eye and address every concern. Our Chief Operating Officer should publically apologize and post this apology to the Toyota website and all available media. The COO should be on the frontline in order to address the public’s issues and concerns.
Dealerships during this time will be open 24 hours a day to combat the high influx of customers with defective cars. Along with premium customer care, we will provide them with a new accelerator pedal in a timely fashion, and credit for a free car service. We should also provide customers with courtesy cars if needed.
In the event of the probable lawsuits that will arise, we will need to have our best lawyers ready to take action. To promote a positive PR, after a thorough investigation we should try to settle these cases outside of a courtroom to save our image. Also the issuance of a commercial that portrays Toyota’s recommitment to reliability and longevity will also help restore our image. With all these actions being implemented we are positive that Toyota will come out of this crisis on top.
To: CEO Toyota
From: Director of Crisis Management
Date: February 8, 2010
Re: Toyota Recall- Accelerator Pedals
In response to the current crisis of the defective accelerator pedals in certain 2009-2010 RAV4, certain 2009-2010 Corolla, Matrix, Avalon, certain 2007-2010 Camry, 2010 Highlander, 2007-2010 Tundra, and the 2008-2010 Sequoia, certain steps need to be put into action in order for Toyota to overcome the current crisis.
Toyota must be open and honest to its loyal customers and immediate action is in order. Toyota must take full responsibility for the issues at hand and will implement the solution to the recall in a timely matter. First Toyota must inform customers via press conference with you, that if their accelerator pedal is hard to depress, slow to return or is not smooth during operation, the vehicle should be stopped in the nearest safe location, shut off, and contact Toyota dealership for assistance. It is our responsibility to be in the public eye and address every concern. Our Chief Operating Officer should publically apologize and post this apology to the Toyota website and all available media. The COO should be on the frontline in order to address the public’s issues and concerns.
Dealerships during this time will be open 24 hours a day to combat the high influx of customers with defective cars. Along with premium customer care, we will provide them with a new accelerator pedal in a timely fashion, and credit for a free car service. We should also provide customers with courtesy cars if needed.
In the event of the probable lawsuits that will arise, we will need to have our best lawyers ready to take action. To promote a positive PR, after a thorough investigation we should try to settle these cases outside of a courtroom to save our image. Also the issuance of a commercial that portrays Toyota’s recommitment to reliability and longevity will also help restore our image. With all these actions being implemented we are positive that Toyota will come out of this crisis on top.
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