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💡Psychology hack , every startup founder must know!! According to psychology, you're more likely to hold a grudge against the waiter who messed up your order than the chef who actually made the mistake. This is called Attribution Bias. If a Swiggy delivery is late, you blame the delivery guy, not the traffic. If your Blinkit order has rotten fruit, you’ll DM Blinkit’s Twitter — not the vendor who packed it. So how do smart startups manage the blame game when things go wrong? Here’s how 👇 1. Blinkit Back in 2022, Blinkit got trolled for 10-minute delivery. “Exploiting delivery boys!” “Unsafe!” “Unethical!” But their founder Albinder Dhindsa replied personally to angry tweets. He explained the backend logic: Riders are stationed within 1–2 km. No one is forced. Riders earn more per hour, with less travel. Instead of hiding, he put a face to the brand. Result? People cooled down. Some even defended Blinkit because of the transparency. 2. CRED: Turned a glitch into community CRED once had a major reward redemption glitch — users lost coins and got nothing in return. Instead of a faceless apology, Kunal Shah posted on LinkedIn explaining what went wrong, and how they were refunding every user automatically. No jargon. No hiding. He even posted: "This is on us. We failed to scale this feature the right way. We’ll learn." Result? Instead of anger, most replies were respect for owning up. 3. Zepto: Zepto faced flak when some customers received spoiled food or wrong orders. What did they do? Added an instant 'Report issue' button with photos. Gave instant refunds, no questions asked. Support chats used real names, not bots. Smart touch: They often said: "This came from [Vendor Name], we’ve escalated it to them and paused the store." → Shifts blame tactfully. Shows action. 4. Dunzo: They didn’t respond. And paid the price. When Dunzo deliveries failed in multiple cities due to internal issues, many users got no response from customer support. They didn’t own up or communicate. Result? Massive outrage. damaged customer trust Many shifted to competitors — even though the real issue was backend ops, users blamed the face they saw: the app. So what can YOU learn as a founder or brand? ✅ Be present, especially in crisis Don't ghost. Own up. Even a basic “We hear you, working on it” helps. ✅ Use names, not tickets "Hi, I'm Riya from Blinkit support" is better than "Your ticket ID #1357" ✅ Shift blame — softly Not "We messed up." Say "One of our vendor partners had a glitch — we’ve paused them for now." ✅ Publicly visible fixes A LinkedIn post. A tweet thread. A blog update. It shows accountability. ✅ Train your frontlines like your tech team Your support is not “non-core” — they are your brand face. People don’t expect perfection. They expect honesty, speed, and a human face when things break. Win that moment — and you build trust money can’t buy.