When Dominoes Pizza had their food scandal (staff spitting in food) they acted upon it immediately and did pretty well to limit the damage on their brand. They responded honestly, acted swiftly and strongly in order to solve the problem and move on from it quickly.
Other corporate companies try to cover it up. A United Airlines baggage handler tossed a guitar onto the plane and broke it. UA decided not to reimburse the owner in which case he fought with them for a year trying to get his problem resolved.
In the end he went viral, creating a song about the incident which got over 20,000 views in 24 hours (today over 2 million views). UA soon apologised and reimbursed via donating to a musical charity.
As brand damage control they handed out starbucks vouchers on their planes (drink coffee, forget luggage).
Lets face it, no service provider is perfect even though we all try to be. I personally outsource a couple of services such as hosting and print but I try to retain as much quality control as possible by thoroughly researching a company before hand and keeping myself in the loop.
Regardless of safe guarding efforts, sometimes mistakes still happen and if it does I do my very best to fix any problem as efficiently and honestly as possible to minimise any inconvenience.
This is one of the reasons why clients stay with us and recommend us. I take a proactive approach to apologising and solving problems.
With consideration to the above is honesty and efficiency not the best policy to dealing with a crisis as oppose to covering it up?