Any brand or company can face public opinion controversy over its products or services. Deciding what measures to take after a heated discussion is, of course, a science.
One option is to respond positively. A typical example might be Xibei, which has been at the center of recent public opinion. Its constant explanations haven't yielded particularly positive results, and instead have put the company in a very passive position.
Therefore, the other option seemed more "wise": to remain silent and pretend nothing had happened. In the age of information explosion, hot topics are constantly emerging, so public attention is quickly focused and shifted. As long as it lasts for a period of time, which may not be long, netizens will gradually forget about the incident.
But is this really a good idea? Is it truly a responsible attitude towards consumers?
Looking back, Xibei may not have been so "smart," but no one can deny that it did actively adjust to public opinion and consumer demands. For example, it shifted as much pre-processing techniques from its central kitchen to on-site processing in its stores as possible; for example, it switched all dishes cooked with soybean oil to non-GMO soybean oil; and for another example, it switched some dishes to being stir-fried in-store.
These actions at least show that Xibei has listened to the suggestions of users and the public. Regardless of whether the measures are effective or whether consumers approve of them, this shows the attitude of the business.
On the other hand, while "remaining silent" may allow a company to escape unscathed from a scandal, the questions and confusion surrounding the product remain unanswered. This also means that problematic products may still circulate in the market, and potential safety hazards remain a constant risk. This is undoubtedly a disguised form of gambling—a bet that similar incidents will not happen again.
However, at stake are consumers' legitimate rights and interests, such as the right to know and the right to choose, and potentially even their most precious lives. Therefore, when any company encounters a public opinion storm, the first thing it should think about is not how to distance itself, how to stay out of the situation, how to make clever excuses, or how to overcome the crisis, but rather how to face the problem head-on with a responsible attitude towards consumers.