Chapter 16
Managing a Crisis
In This Chapter
Understanding what fuels the fire
Crafting your strategy
Admitting it when there’s a problem
Responding effectively
Rewarding your team
On Easter Sunday 2009, few customers were patronizing the Domino’s Pizza franchise in Conover, North Carolina, and the kitchen staff had time to kill. Bored and armed with a cellphone, the two seriously misguided employees shot a two-and-a-half minute clip of themselves goofing off in the Domino’s kitchen and uploaded it to YouTube. In the video, the two are shown doing highly unsanitary things to some Domino’s menu items, to the accompaniment of giggles, and the video’s narration makes clear that the tampered-with food will soon be eaten by unsuspecting Domino’s customers.
Playing off widespread fears about food safety in fast-food chains, this cinematic masterpiece spread like wildfire. Bloggers blogged about it. People shared it on YouTube, Facebook, and Twitter. It was even discussed on national television. ...
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