When Crisis
Response Fails | Lessons from an Uncaring Developer
The First Rule in
Crisis Management is Show Empathy!
Whether you are at fault or not, show
empathy, show concern for those affected.
People ALWAYS come before property!
At the very least, make it seem that way. It will buy your brownie points.
Last week’s partial
building collapse in Taman Desa was a horrific incident. Two team members were trapped,
potentially injured; not to mention the flow on effects – delays for
purchasers, added congestion in the neighbourhood, and disruption for those who live near by –
inconvenience for multiple stakeholders.
But that didn’t seem to matter
to the developer. Their first press release, issued to publications via social
media I may add, quite some time after the event (several hours), was so curt
and dry – no empathy or concern for their team members (they called ‘workers’ - the tone already suggests their level of involvement),
no mention of the trapped or injured people – this DESPITE the local print and
online news talking about those trapped, and updating netizens on progress, and
only a very cursory “looking into it” type of message. Not a good first response.
Regardless what went
on, the way in which the developer addressed its NOT best practice. Their
response was extremely slow, their choice of language so cold that the heart of
stakeholders may freeze over, completely devoid of concern and empathy. Their
response was slow, giving the impression that they were all too busy, or that
stakeholders don’t matter. Yes, they may be busy, but in this digital world,
you cannot be caught with your pants down like this, and you have to have
something ready to communicate to stakeholders. Stakeholders and netizens
should never be kept waiting – because other people take grasp of the
narrative, and tell your story for you. This happened. And continues to happen.
Best practice in
crisis management is always going to be a tough one. But a bit of humanity and
empathy goes a long way to being seen as responsible, accountable, and caring.
It’s been a huge fail
on this one – 1 out of 10!
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