Firestone
Firestone tires could have avoided many of their legal and public relations problems if
they?d used the template Johnson and Johnson established in the 1982 Tylenol scare.
That?s the conclusion reached by Bob Garfield in an article in the August 28, 2000 issue
of AdAge. The author compares the similarities of the problems both companies faced,
and the differences in the recovery process Johnson and Johnson took in the Tylenol
scare versus what Bridgestone/Firestone is doing to combat the negative publicity, and
regain their customers? trust.
In October 1982, several individuals died as a result of Tylenol capsules contaminated
with cyanide. In an effort to save lives, Johnson & Johnson, the makers of Tylenol,
recalled every single bottle in the country, no matter whether they were on the store shelf
or your bathroom shelf. They also shut down all production and distribution of the
medication. Johnson & Johnson publicized the recall with full-page newspaper ads and
stories on the news. They had an open policy and were willing to answer any questions
at the expense of their good name. As stated in the article, it was a public relations
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