ISOLATE
Wendy’s should have quickly analyzed the entire situation and said, let the cops do what they do best, and let us do what we do best. The company’s responsibility was clear: cooperate with law enforcement, but take care of its customers, its business, and its bottom line.
There should have been a better and more proactive crisis communications strategy that was designed specifically to restore confidence in the chain, while still allowing the police to conduct their investigation. The crisis should have been isolated in such a way that other aspects of the overall business operations were not compromised or contaminated by the fallout from the finger-in-the-chili accusation.
Other times, there may be a business crisis that is so distracting ...
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