They didn’t know what product they had in their home that could possibly be lethal if they ingested it.” “Scared, really, that something, somebody could have tampered with some of the other products.” “Cyanide-contaminated Tylenol.” “We had police riding around with their bullhorns yelling, ‘Throw out your Tylenol. “That bizarre mystery of Tylenol laced with cyanide still has not been solved tonight.” “Investigators say they are searching for, quote, ‘a madman.’” “People were terrorized.
“Three people are dead and another is in critical condition tonight.” “One of the victims took the pills he bought to his home.” “His brother and sister-in-law were so upset by his death that they went back to the house and took some Tylenol from the same bottle.” As the death toll hit seven, the terrifying randomness of the poisonings shocked the nation. And the next thing I knew I just saw my mom go out on a stretcher from my upstairs window and that was the last that I saw her.” Mary Reiner’s Tylenol had been inexplicably spiked with poison. “The first to buy was the first to die.” “Tylenol changed the crisis landscape.” But have all the lessons been learned? “Anger is boiling over on social media with the hashtag ’#boycott.’” “I was 8 years old and my mom had just gotten back from the maternity ward, went to the grocery store and bought Tylenol from the grocery store, that was doctor’s orders. “I am deeply sorry.” “This was a major breach of trust.” One written nearly 40 years ago, when a deadly crisis gripped America.
“The backlash over the ad was immediate” To rebuild trust, corporations in trouble follow a familiar script. How do companies regain public trust after something goes seriously wrong? We looked at how Tylenol responded after someone inexplicably spiked its pills with poison in the 1980s.
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