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Summary
We all make mistakes. The question is, how do we handle them? We’ll look at that in our Thought of the Day. And in our interview segment, we’ll take a fascinating look—on a much larger scale—at crisis management and preparedness. While this is indeed important for large companies, it’s JUST as important for ALL of us to know and understand, as well. That and more on today’s show.
Bob’s Thought of the Day
We’ll explore:
- Why it’s important to learn from past mistakes (both our own and those of others).
- The difference between mistakes we learn from, and those we don’t.
- Several steps to make things right after you make a mistake.
Interview with Melissa Agnes
You’ll discover:
- Why we all need to be crisis ready.
- The three pieces of information your team must understand in order to be crisis ready.
- The importance of understanding how a CRP (Crisis Response Penalty) works, and examples from United Airlines.
- The vital difference between a crisis and an “issue.”
- Why the year 2009 changed the landscape of crisis management.
- Why no single customer is statistically insignificant.
- A key crisis-ready rule: People above process and bottom line, always.
- Why successful crisis management requires simultaneous effective action and effective communication.
- Why there is no such thing as a social media crisis.
The Crisis Ready Model:
- Audit
- Understand
- Identify
- Design
- Implement
Click to Tweet
The longer an organization takes to effectively respond to a negative event, the more #trust and credibility with their stakeholders they lose. @melissa_agnes Click To Tweet
Successful #crisis management requires simultaneous effective action and effective #communication. @melissa_agnes Click To Tweet
There is no such thing as a social media #crisis. @melissa_agnes Click To Tweet
Interview Links
- Crisis Ready: Building an Invincible Brand in an Uncertain World by Melissa Agnes
- MelissaAgnes.com
- Melissa’s Blog
- The Invincible Brand Podcast
- The Brand Invincibility Webinar Series
- Free Crisis Ready Resources
- Connect with Melissa on Facebook
- Connect with Melissa on LinkedIn
- Follow Melissa on Twitter
- Follow Melissa on Instagram
- Melissa’s YouTube channel
- United Breaks Guitars by Dave Carroll
Resources
About the Book
The Go-Giver tells the story of an ambitious young man named Joe who yearns for success. Joe is a true go-getter, though sometimes he feels as if the harder and faster he works, the further away his goals seem to be. Joe learns that shifting his focus from getting to giving — constantly and consistently creating value for others — leads to exceptional returns.
Rapidly going from national bestseller to global phenomenon, The Go-Giver has gained a devoted following with over a million copies sold. It’s utilized as a resource in major corporations to small businesses, in schools and churches, in book clubs, and more. Nearly a decade since its original publication, this timeless story continues to help its readers find fulfillment and greater success in business, in their personal lives and in their communities.
