Comments on: How not to do it – lessons from Eurostar and Eurotunnel

By: Nils Montan

Nils Montan — Wed, 30 Dec 2009 23:41:29 +0000

Wow, excellent post. This is somewhat similar to what Charles M. Green, the co-author of “The Trusted Advisor” calls “Name it and claim it.” In other words, when something has gone wrong with your business or you have screwed up badly – say so immediately and start to set things right. Get the message out to as many people as possible as to what you are doing to solve their problem now! One of the great traits in Social Media today is the emphasis on authenticiy and transparency. Two very different approaches than the “spin control” we have been fed for the past two decades.

By: Jasmine Birtles

Jasmine Birtles — Tue, 29 Dec 2009 22:22:19 +0000

Thanks so much for your comments guys – very kind of you. I may write more on it as things progress. Let’s see how it is all dealt with in the next few months!

By: Deb Lamb

Deb Lamb — Tue, 29 Dec 2009 21:55:15 +0000

Very helpful and insightful article. One particular element that just burns me up more than anything for a company to do: play the blame game! If I’m in a crisis situation or in a situation like your example, then I could care less who didn’t do what they were suppose to do, or who forgot to check this or that, whatever…Don’t give me all that BS, just fix my problem that YOU caused!! As you mentioned above…my sentiments exactly sister, I’m with ya on that one for sure! Thanks for sharing, very good reading!
Deb

By: Steve Hartkopf

Steve Hartkopf — Tue, 29 Dec 2009 00:29:47 +0000

Good advice and wonderfully written.

By: Jeannette Paladino

Jeannette Paladino — Mon, 28 Dec 2009 23:31:15 +0000

Excellent post! It is always surprising that major companies, particularly in the travel business, which always has disruptions in service, do not have a crisis communications plan in place. Social media will take charge of the crisis — as it did here — if the company doesn’t.