INTRODUCTION
The customer is not always right. Unfortunately, in our litigious society, customers may sue your organization for their own actions, whether due to an accident or their own negligence.
A family is suing Royal Caribbean for the accidental death of their toddler. The toddler’s grandpa put the toddler on the railing of an open window, and she fell through. This is an area that the toddler could not have reached on her own.
Meanwhile, a toddler sneaked onto a conveyor belt behind a Spirit Airlines ticket counter at Hartsfield-Jackson Atlanta International Airport. The mother, who said she looked away from her son “for one second,” has not indicated yet if she’ll sue.
How can Royal Caribbean and Spirit Airlines avoid taking the blame for these situations?
Continue reading “How to (Not) Blame the Victim”