Recently, Abbie had an interview with the Phoenix Business Journal about crisis communications (you can read both those articles here and here). One of the questions she was asked was to provide an example of a company that had responded well in a crisis and one that didn’t. She asked the office for some ideas and it turns out that Rachel and I had the same example, but for varying reasons. I chose Uber as an example of a company that could have handled itself better, especially in response to when one of their drivers went on a shooting rampage in Michigan. Rachel, on the other hand, chose Uber as her good example—she even wrote a blog about it months back!
I do agree that Uber did the right thing by immediately offering condolences to the victims and their families, but I would have liked to have seen more action from them. I’m not saying they should have gone back to “business as usual,” like what their Twitter feed reflects on an average day, but I do think they still needed more communication regarding what new safety measures they will take in the future and/or what went wrong in this particular circumstance.
And like Abbie said, the company needs to continue to be transparent and available. They are a service provider that most likely will find itself involved in a crisis again. Handling it correctly each and every time will go a long way in preserving its relationship with its customers and other stakeholders.
What do you think? Any companies you think handled a crisis particularly well?