I agree with Gini Dietrich at SpinSucks:
Americans love to build people (and organizations) up so we can tear them down and build them back up. We love a good underdog story. Heck, human beings love to watch a good train wreck. It’s why traffic gets so messed up when there is an accident on the other side of the freeway.
But the lesson here is in how KitchenAid handled it. They did everything exactly right. They didn’t try to brush it under the carpet. They didn’t ignore it. They didn’t fire the person who made the mistake (cough, Chrysler, cough). They handled it. On Twitter and as soon as it happened.