CRISIS

Dear GiGi: I am the COO for a group of restaurants in the Northeast. Recently, one of our franchises experienced a period of sub-par customer service due to employees who have since been removed. Unfortunately, their actions continue to have an effect because of the negative comments we received on restaurant review websites, threatening our entire brand. What should we do from here?

May 13, 2014

Dear Anonymous – Social media can sometimes seem like more of a menace than a useful tool. However it is important to understand what the greatest qualities of the various platforms are and to take advantage of them to address issues like this. Social media platforms were developed for, and thrive off of the interactions […]

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Dear GiGi: Where have you been?

April 3, 2014

Dear Cathy – Thanks for asking. It appears you have now presented me with two available paths to traverse in answering your question: 1) tell the truth or 2) tell something you’d believe as the truth. It would be naïve to assume a wayward path of mistruths is the best option, and yet so many […]

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Dear GiGi: Since Lance Armstrong admitted to doping, the media frenzy has quieted down. Have people forgiven or forgotten him?

February 19, 2013

Dear Claudio, I don’t think people have forgiven or forgotten Lance – I think they’re fatigued. In today’s 24-hour news cycle, it takes a lot to hold the media’s – and the public’s – attention for more than a few days. Look at the Pope, for example. His resignation sparked a day of continuous coverage […]

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Dear GiGi, What is a good opening statement for a crisis involving stolen information in a cell phone company to reassure customers their information is safe?

November 30, 2011

The security of personal information is one of the most important things to a consumer, especially in the telecommunications business. While I’d need more information to talk specifics about this company’s challenge, here are a few principles to follow: Take ownership of the situation: accept responsibility for the breach, be transparent about the scope, and […]

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Dear GiGi, I work for a national nonprofit, and one of our board members was recently tied to a small scandal at her company. Although the charges are unfounded, I’m worried that my organization may become collateral damage by way of association. What can I do to protect my organization’s integrity and avoid having our name dragged through the mud?

September 23, 2011

Dear Dana, Regardless of the charges’ merit, you absolutely should be thinking about how the scandal may reflect on your organization. Everyone associated with the organization — from the executive director to board members to staff to interns — are brand ambassadors, and their actions affect the collective integrity. Here are a few things you […]

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Dear GiGi: What’s the best way to handle a crisis created by the actions of one of my organization’s own staff? I want to stop the bleeding without totally throwing my staffer under the bus.

June 16, 2011

Dear Rachel, The tone of your question suggests that you don’t entirely blame your employee for his/her actions. There are a number of reasons why this could be the case. Maybe your employee was unclear about the instructions and did his/her best to execute. Maybe your employee’s comments were taken out of context, or manipulated […]

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