Dive Brief:

• Earlier this year, stories of crashes due to a faulty ignition switch and a product recall seemed like it would be a huge problem for General Motors.
• The reality ended up being much more positive: The droves of customers coming into the dealerships due to the faulty parts opened up a customer service opportunity. 
• The influx of people in the physical stores allowed GM dealers the chance to make these customers happy, either through repairs or through selling them a brand new vehicle. The automaker reported 6,600 new vehicle sales have come from customers trading in those with faulty ignitions. 

Dive Insight: 

This is a perfect example of making the best of a bad situation. When something awful happens, it can be human nature to want to avoid it and act like it didn't happen. Facing it head on and using it as an opportunity to provide a superior experience helped GM make the best of a bad situation.