Lessons on crisis management from Starbucks

The world had read about how Starbucks had two black men arrested for hanging around one of its stores without buying anything. This kind of news could be a public relations disaster of mega proportions but Starbucks CEO acted fast to stem the backlash.

Here's what you should do and should not do in a crisis:

Do:
  • Be candid, admit the error
  • State the actions to correct the error
Don't do:
  • Denial
  • Blame

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