Monday, December 12, 2011

There Are No New Crises -- Just New Lessons From Old Events

I  don't want to run this message into the ground -- but, oh why not?

There are no new crisis.  You do not have to reinvent the wheel.  Just pay attention to what worked and what didn't and copy the part that worked.

Toyota did it all pretty much the wrong way.

Chevy's Electric Volt with its suddenly bursting into flames seems to have done it right.

Toyota didn't talk, and when it did it made excuses.

Chevy has talked, but even more significantly Chevrolet offered free loaner GM vehicle until the issue of the unexplained Volts burning battery is resolved.

Chevy's experts not only talked but explained the fires were not spontaneious. They came up to three weeks after  the accident that caused the damaged vehicles to be parked and taken out of service.

When you're business is facing a crisis, look at what worked and what did NOT work for your competitors, and then use the stuff that works and ignore the stuff that did not.

Recovery will come much quicker, almost every time.

Friday, December 9, 2011

You Think It Could Not Happen Here? Think Again`

The death toll is at 89, mostly patients, at the Kolkata, India hospital where a blaze broke out in a storage area in the basement and spread, while some hospital administrators reportedly fled the scene.


Satyabrata Upadhyay, senior vice president of the AMRI hospital company, said the loss of life was "extremely unfortunate and painful." Upadhyay also said the compensation that would be given to families of those killed would be 200,000 rupees (about $4,000 US$).

Where to begin.

Can you imagine hospital administrators fleeing in a vain attempt to avoid responsibility in any other part of the world.  I can.

Can you imagine a health care provider, in many other parts of the world, taking pride in offering $4,000 in compensation for the death of your mother, father, child or spouse.  Settlements are a releative thing, and only in America would the lawyers already be salavating over the millions of dollars they would expect to bank in such a case.

Just coincidentally, I was in a very good hospital near Louisville, KY lastThursday and Friday for spine surgery.  I was cared for by some of the best nurses and technicians you could ever hope to have.  I also had a surgeon who has a reputation for being good as a surgeon, but a little long on ego and short on bedside manners.

Now is the perfect time, if you are a hospital administrator, manager or nursing supervisor to review every aspect of your facilities operations, storage, evacuation plan and training and emergency access to your building's access points and service entrances.

Do NOT put it off a single day.  If you do, put this phone number in your wallet or purse because you'll need us before you know it:  1-502-587 0327.

Sunday, December 4, 2011

What Was Jerry's Lawyer Thinking?

Former Penn State Assistant Coach Jerry Sandusky is consistent, at least.  Allegations of his initial sexual assaults on young boys set off two waves of strong reaction.  First, his former boss Joe Paterno and other PS administrators were shocked that he was being accused of such things.

Then he told NBC News he didn't do anything wrong.  The outrage was greater when he finally defended himself.  Then it occurred to some so-called leaders that blaming potentially sexually abused children for their mistreatment was not gonna work.

Then Sandusky agreed to do a four-hour interview with the New York Times, reiterating that, in his mind, he didn't do anything wrong.

And the uproar was even greater.

At least once a day, someone calls and asks what advice would ICM give Penn State, or Jerry Sandusky.

The answer has been consistent.

Never say "no comment" or any variation on that term or concept.

However, there is one response that is appropriate and consistent with the "no comment" advice.

"This is an issue that is likely going to be resolved in the court of law, and  responses to those kinds of questions will best be answered in the court of law and not in the court of public opinion."

That IS an answer.  It is NOT a "no comment" and no lawyer or communication consultant could harm their client with that advice.