The Devil Is in the Details: Lessons from Mattel’s Google Mishap
Vance Morris
Customer Experience & Customer Service Authority | Keynote Speaker | Coach | Best Selling Author | Since 2013, Vance helps businesses create Customer Experiences that Drive Extraordinary Customer Referrals & Profits.
Every so often, a major corporation stumbles in a way so spectacular, it’s almost poetic. Enter Mattel, the toy giant, and their latest branding blunder, which serves as a cautionary tale for businesses everywhere.
Here’s what happened: To coincide with the release of the upcoming Wicked movie, Mattel launched a doll inspired by the Wicked Witch of the West. Seems like a no-brainer, right? A high-profile franchise, a fan-favorite character—what could possibly go wrong?
Well, everything.
Someone at Mattel thought it would be clever to use the acronym “WWOW” (Wicked Witch of the West) as the branding for the doll. But here’s the kicker: nobody at Mattel apparently Googled “WWOW” before committing it to marketing materials.
When curious customers searched for “WWOW,” instead of finding a charming doll, they were greeted with results for a pornography website. Yes, Mattel, the maker of Barbie, accidentally became an unintentional traffic driver for the adult entertainment industry.
When Oversights Go Viral
Mattel’s mishap isn’t just embarrassing—it’s a textbook example of what happens when businesses neglect the details. This wasn’t a case of bad intent or poor execution. It was a simple oversight that spiraled into a PR nightmare.
The worst part? Mattel can probably afford the hit. With its deep pockets and massive PR machine, they’ll spin this story, weather the memes, and move on. For small and medium-sized businesses, though, a similar mistake could be catastrophic.
Why Details Are Mission Critical
Attention to detail isn’t just about avoiding mistakes—it’s about building trust, credibility, and loyalty with your customers. When businesses fail to sweat the small stuff, the consequences are far-reaching:
How to Avoid a Mattel Moment
Businesses can’t afford to treat details as an afterthought. Here’s how you can make sure the small stuff doesn’t trip you up:
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1. Test Everything
Before rolling out any marketing campaign, website, or product launch, put it through rigorous testing. Try every link, read every word, and think about how your message could be misinterpreted.
2. Get a Second Pair of Eyes
Sometimes you’re too close to the project to spot the obvious. Whether it’s a colleague, a professional editor, or even your teenager, fresh eyes can catch what you missed.
3. Create a Culture of Detail-Obsessed Excellence
Attention to detail isn’t a task—it’s a mindset. Train your team to value precision and to take pride in getting it right the first time. This is what separates great companies from forgettable ones.
The Disney Approach to Detail
If you want a masterclass in why details matter, look no further than Disney. During my 10 years working there, we obsessed over every aspect of the guest experience. From hidden Mickeys in the parks to ensuring trash cans were no more than 30 steps apart, no detail was too small to escape scrutiny.
Why? Because details shape perception. They show customers that you care. And when people feel cared for, they come back—and they bring their friends.
Your Business Deserves Better
The Mattel debacle is funny in hindsight, but it’s also a stark reminder: one tiny oversight can derail months of hard work. The question is, are you doing enough to make sure your business doesn’t make the same mistake?
Because trust me, in a world full of WWOW-level mistakes, the details aren’t just important—they’re everything.
Your Favorite Hypnotist at Mental Edge LLC. | WBE Certified
3 个月WOW! What a learning moment for us! Thanks for this great article.
??Specializing in monthly newsletter creation/design plus marketing tailored to real estate agents, real estate coaches, & speakers. ? Offering done-for-you newsletters, email sequences, blogs, and website content!
4 个月Imagine the horror - and from such an established, trusted company! Everyone is moving so fast cranking things out; little stuff like this can also be overlooked. You're right - a second set of eyes or a third or more would make a massive difference in the?outcome. Great article!!
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4 个月One of the most famous magazines in America, The New Yorker, is legendary for its investment in fact checkers, who comb over every word, especially verifying data. While there are occasional slip-ups, they are renowned for their accuracy. Conversely, when American newspapers faced funding crises, the first newsroom cutbacks were in editors and fact checkers--to the detriment of the papers' quality and reputation.
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4 个月Interesting how companies have had these blunders for decades and no one remembers. Great post.
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4 个月Great article! Being detail-obsessed IS a cultural mindset and is so important, especially when representing someone else's brand and they're trusting you to make them look good.