Companies that approach crisis management seriously choose to undertake ongoing crisis preparedness programs. It is with these companies that it is a real pleasure to work. Not only because a relationship of trust is established but above all because, year after year, one can tangibly see the progress. Then there are times when – professionally speaking – it is nice to receive an impromptu phone call. It’s a calm Sunday evening and you are preparing spaghetti with clams for the family.
About ten years ago I was contacted by an international brand operating in the fashion industry to handle a particularly delicate situation. It had been a good experience and, according to the client, we had handled the issue very well. As often happens, the management team at the time later left the company and dispersed.
Much to my surprise, at 7 p.m. on Sunday, September 17th I received a phone call from one of those managers who is now President of another major brand operating in a completely different sector. At 7.30 p.m. I was connected to the first conference call of the Crisis Management Team involving managers from two continents. 48 intense hours of consulting and operational work with an evolving scenario. The risk was a reputational crisis.
It was a wonderful experience thanks to the warm welcome extended to me by the Crisis Management Team and the trust that was immediately established. A team, I must emphasize, worthy of note for its competence and the calmness demonstrated both during the various conversations and in the analysis of events and scenarios. An example of leadership from the Crisis Manager, the manager who had originally contacted me, and an example of how a CMT should operate.
It is not often that critical events occur. But it is very pleasing when a manager with whom you have worked in the past remembers you and does not hesitate to call you at what is potentially a critical time. Even if it is Sunday evening and you are making spaghetti with clams for your family!
#crisismanagement