Yourhome Case Summary

The immediate problem YourHome is facing right now is its negative relation to its subsidiary company, YourLoan. YourHome’s brand image is not only severely impacted by CBC’s news on the negativity of installment loans, but is also further fuelled by the unprofessionalism and careless actions demonstrated by YourHome’s store managers on its various social media platforms. Due to the urgency of the situation and the need to respond to the demanding interviews, YourHome should consider resolving the immediate problem through assessing the following three alternatives. The first alternative would be for YourHome to remain silent on the situation, and to deny any impact the entire situation has on YourHome’s customers. While implementing this alternative can …show more content…
Another viable alternative YourHome could consider implementing is to accept responsibility of the entire situation and to immediately designate a primary spokesperson to accept one to two interviews within a 24-hour time frame. The spokesperson will then give an honest, transparent apology on the entire situation and give a brief outline on the company’s actions moving forward. It is understandable that YourHome may be unable to answer reporters' questions due to a lack of information that is available in such a short timeframe. However, this situation can be combatted by predetermining major ideas beforehand, considering questions from the public's point of view, and being positive and brief. Next, it would also be a good idea for YourHome to launch a YouTube campaign to give the public more assurance and trust that the company is sincerely apologetic and ready to take on full responsibility for the situation. As well, implementing and training a digital media team to handle any disputes that has occurred on its social media platforms will be efficient in dissolving any further