From this point of view, in principle, the attitude of enterprises is very important, one is the interest and the other is the emotion. No matter who is right or wrong, enterprises should take the initiative to take responsibility. Actually, Watson did the same thing.
The first time after the incident, Watsons took the initiative to take responsibility. First of all, immediately "ordered" physical stores and online stores nationwide to remove all masks involved, and sent the masks with the suspected dead consumer Ms. Jin to relevant departments for testing.
2. Sincere communication
When the enterprise is in a crisis vortex, it is the focus of public and media attention. Every move will be questioned. Don't take any chances and try to get away with it.
3. Speed comes first
The so-called "good things don't go out, bad things spread thousands of miles", especially today when the media is so developed. Therefore, enterprises must strive to control the development of the situation in the shortest time and at the fastest speed, and disclose information to the public at the first time to eliminate doubts. Mr. Yang, a consultant of a consulting company in Beijing, said.
4. System operation
When running away from one danger, don't ignore another. In crisis management, we must operate systematically and never lose sight of one thing and another. Only in this way can we see the essence through superficial phenomena, creatively solve problems and turn harm into benefit. It includes cold to hot and static braking; Unify views and stabilize the position; Set up a team to be responsible; Lian Heng, with the help of external forces and so on.
5. Authority confirmation
It's no use praising yourself. Without authoritative approval, it will only leave a laughing stock. After the crisis, enterprises should not cry with loudspeakers, but should ask a third party to speak at the front desk to let consumers off guard and regain their trust.
From the management point of view, any enterprise may experience a crisis from inside or outside the enterprise. Therefore, the focus of crisis management is to prevent and establish a crisis early warning mechanism. Whether an enterprise can draw up a crisis response plan, respond quickly and coordinate communication after the crisis is to verify whether the enterprise regards "crisis management" as an important topic.