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June 30, 2011
Sears Lets a Refrigerator Leak Get the Better of It
 
Sears is one of a number of companies whose demise is predicted before long. Is that prompting Sears to try harder to relate well to its customers and the public generally? Not out in Ballwin, Mo., apparently. TV station KMOV reports on how Sears allowed a refrigerator water leak to become a TV cause celebre, needlessly so.

Retailers who don't take responsibility for their installation contractors aren't walking in the public's shoes. Why should a Ballwin housewife's frustration with her new Sears refrigerator have been allowed to build to the point it becomes a TV scandal? And then all Sears can say is, "We're working with our Customer Care team to determine what can be done."

Not the way to stave off closing, surely. Why are obvious relational needs so hard for corporations sometimes to grasp? 

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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