Couple Creates PR Disaster

Now this is a real life "Kitchen Nightmare". 

After the two owners of a Scottsdale-area restaurant were featured on a popular Fox reality show, they created a PR firestorm of the type that is almost unprecedented in the internet age.

It all started when the show applied to be on "Kitchen Nightmares"; a restaurant makeover show hosted by notoriously bombastic British chef Gordon Ramsey. From various reports, the owners had been accused of stealing tips from wait-staff, falsely claiming their baked goods were homemade, and throwing tantrums in the middle of service.

Enter Gordon Ramsey

He does his usual schtick of exposing the problems at the restaurant, trying to get these people to face the realities of the situation. However, unlike most places, these folks not only refuse to recognize their faults, but actually become extremely defensive, resulting in Mr. Ramsey leaving before the completion of the makeover.

Enter Social Networks

After the show aired, the couple went on the offensive, screaming
invective and angry rants against customers, former employees, and
the general public. These are a few of them (some have subsequently been taken down).



They also railed against their Yelp review critics and others who do not give them positive feedback. They are experiencing a major disaster. It doesn't involve flood waters or fire or any act of violence, but this is a serious continuity emergency. Their reputation as a business with integrity is now threatened because of their behavior.

We now live in an age where your angry rants against customers and others can go viral and be seen by millions of people. While it is likely that the notoriety of this incident will give a small spike in business, in the long run, they are looking at almost certain ruin of their reputation and quite possibly, their entire business.

Enter Sanity

The only way for these people to Reverse Disaster is to take a serious look at their own business, and their egos, and see if there is some way to turn it positive. 

First, they need to stop yelling on social pages, as it is only making things worse for themselves. The little support they are getting stems from the random people who step out of the woodwork, and probably do not represent the actual positive customer base they enjoy.

 Maybe they could find a way to poke fun at themselves, or maybe even temporarily rename the business. Amy's Baking Company, could, for a weekend, be renamed "Anger Between Customers" or something else of the like. Or they could make a "Firebrand" sauce. They need to figure out some way to repair their reputation from this disaster. If they don't, I can't see any way for them to Reverse Disaster.

Meningitis-Laden Giant Snails Attack Houston

Walk for your lives!

No one is sure how they got here (they are, after all 8 inches in length and about 4 inches in diameter), but giant snails from Africa have somehow slunk into Houston. Local Texas stations reported last week that these creatures have been spotted in gardens and near homes.

The USDA warns that these are the most dangerous snails in the world. This is true not only because these creatures can carry meningitis, which can be a life-threatening affliction to humans, but that they can actually eat 500 different types of plants, and "can cause structural damage to plaster and stucco."

The building where your business resides might be susceptible to these little guys. If you live in an affected area...Be afraid! Be very afraid!

On the other hand, there may be one easy solution: add salt to your disaster kit, and sell the snails as a delicacy at your restaurant. Or become the only small business that has Certified Giant Snail Carcass Disposal Technicians, (not sure that exists) and make a profit off them!

That'll Reverse Disaster!

The Psychological Effect of Blasts

When I was just starting out as an emergency manager, I had the opportunity to attend a hands-on weapons training in Socorro New Mexico on responding to bombing incidences. It was a multi-week course that covered policy, investigation, and emergency response.

During a few of the days, the trainers would take us to the weapons range in the mountains above Socorro, and they would detonate

Car bomb on the range in New Mexico

various devices. On the last day, they put a couple hundred pounds of Ammonium Nitrate and fuel oil in the trunk of a car, and detonated it. I can tell you even today, I remember the feeling of what it was like to feel that blast wave and see the car (and everything around it) be completely obliterated by the explosion.

Obviously, uncontrolled blast events such as those at the Boston Marathon and Waco Texas can cause serious physical damage to a community. But the longer-term and greater effects to a community as a whole can be the destruction of feelings of security and safety.   

These feelings are critical to the economic health of a community at large, because most people associate the conflagration of a bombing with that of a war zone. In fact, that is exactly how the authorities in Waco described the scene last night. Flattened buildings, raging fires, and hundreds of casualties remind us more of the battlefields in Iraq or Afghanistan rather than rural West Texas.

First, as a business owner, it is important to recognize the effect that the detonation of a device will have on your workforce. Even if the explosion did not strike your company or kill or injure any of your employees or their family, it will still have a massive impact.

Customers will be much more reticent to enter large communal areas. For example, after 9/11, malls took a major economic hit which lasted for months. It was only after Christmas that levels of foot traffic began to rebound.

At the height of the IRA bombing campaign against the English in the 1980's, security became such a psychological concern that even shopping malls in rural areas had full-time security guards and other visual symbols to reassure guests.

Another way the detonation of a device can affect your business is through your employees. In our connected world, our network of friends, family, and "friends"/"followers" has an extended reach.
I noticed after the Boston Marathon bombing that I knew three

different people (who had no connection to one another except that they knew me) who participated in the race. Thankfully, none were injured, but you can imagine how many people in a small place like Waco are interconnected.
 
Your employees will be psychologically affected, and may not be immediately available to work. In fact, as a business owner, it may be YOU that is the most impacted by a particular bombing.

Last, an explosion of any time might just slow an entire city, which will impact your vendors, and the delivery of services to your company. Because of the above impacts, and for others, sometimes communities just shut down. I sometimes call it "instant physiological death". Basically, the community as a whole just stops functioning for a few days because of the shock of an event.

Buncefield Explosion, Hertfordshire, UK

For instance, when an accidental explosion at a chemical factory rocked Hertfordshire, England in the mid-2000s, the entire town nearly ground to a halt. The explosion could be heard from hundreds of miles away, and the smoke was seen by astronauts on the International Space Station, who initially believed a nuclear device has been detonated.

There were few fatalities (since it occurred on a weekend), but the nearby towns of Hatfield, St. Albans, Hertford, and Stephanage literally stopped doing business for days.

As a business owner or leader, remember that the effect of a blast is more than just physical. It can have short and long-term affects that you need to consider as your city or town adjusts after a major explosion. It is this consideration that sets the foundation to Reverse Disaster.

5 Things Your Camera Can Do in a Disaster

Today, a meteor with the weight of approximately 10 tons and 49 feet wide streaked through the Russian sky at a rate of 33,000 MPH. While it has not resulted in any known deaths, the meteor caused about 1200 injuries, shattered windows, and created scenes of general chaos on roadways and workplaces.

What makes this particular event unique is not that it happened at all, but that it was recorded at almost every conceivable ground angle by CCTV, car dash, and cell phone cameras.

In fact, according to a report by Al Jazeera in 2012, around a million dash cams adorn cars all over Russia. Cell phones are ubiquitous, and CCTV is on almost every building (for reasons of security). 

Can a camera be a valuable disaster tool for a small business? 

The answer is a resounding "YES!"

During a disaster, cameras can be a lifesaver (literally), and can be an invaluable resource if it is properly utilized. Here are a few ways they can not only help you respond to a disaster, but to actually Reverse Disaster, and become a stronger company afterward.

1. Insurance Claims 

This one is easy. Cameras show the insurance claims adjusters quite a bit about the damage as well as a before and after contrast. But the key is: prepare by going through the office with a camera so that the insurance company can get the full effect and scope of damage. Furthermore, accurate accounting of events and damage in your facility greatly enhances your chances of a fair resolution of your insurance claims.

2. Hazard Identification

 When you do your first walkthroughs post-disaster, take a camera with you to show the state of the office. It will help you identify hazards present in the office, including possible post-disaster theft and vandalism.

3. Improving Disaster Plans

Many companies I work with post-disaster have no idea of how to rate the logistics of the response. I ask them to measure the response times of certain activities, and the response of certain vendors, and many times they tell me they have no idea!

Recordings provide an unbiased visual record of your company's response to the disaster which provides disaster managers like me a clear idea of how to improve your plan for next time.

4. Marketing

Show the world how well you did! You can use the videos in a couple of ways:

1. As a before and after-type video of the devastation "before" and the improvements you have made after;

2. Promoting the strength of your company by demonstrating the response steps the company did during the disaster.

Then upload them to YouTube or on your social networks or those of the local chamber of commerce, or even send it to a news agency!

Remember: recordings are a two-edged sword, and one that requires you to train your staff in their use, and what is acceptable/not acceptable coverage.

Your company should have a social networking policy about videos, and you should be prepared to go over that with your staff so that they are not caught off-guard.

5. Employee Recognition

We always hear about secret video cameras recording employees performing unprofessionally (or in a way that nauseates us), but they can also reveal behaviors worthy of recognition. During the disaster, an employee may have done something that especially upheld the company's values, such as working extra with a client, or identifying a safety hazard missed by other responders.

Use the footage as a chance to praise your employees! Go up to each of them and tell them how much you appreciate their extra work. Inform senior management, and write a short statement that explains what the employee did. During disasters, senior leadership is always involved and interested, so use that to your advantage.

Conclusion

Thousands of meteors bombard our atmosphere, but thankfully very few ever come close to striking the ground or are large enough to threaten the existence of life on this planet. The opportunity that we had to record this magnificent event in Russia should get us small business owners to think about how to properly use a camera to Reverse Disaster.

Is a Shooting a Business Continuity Problem?

Yesterday's tragic shooting in a Portland, Oregon mall has once again brought workplace shootings into perspective. While as of this writing we do not yet know the identity of the shooter, his motives or background, what we do know is that these events are far too common.

And yet, many times, companies do not respond to these events adequately, which results in loss of business, and sometimes even bankruptcy. Malls are basically concentrated centers for small businesses retail shops, and while many would not characterize what happened in Oregon on par with a Hurricane Sandy, they each require a very similar response via a disaster plan.

Workforce

In yesterday's shooting, there were thankfully few victims, and none of whom worked at the shopping mall. However, there is a fairly significant chance there will be psychological casualties. A traumatic experience, especially one involving life and death can have short and long-term psychological effects, which can result in additional absenteeism, stress, and long-term anxieties and phobias.

A disaster plan will have enumerated a clear method for the Employee Assistance Program to link up with affected employees. It also will identify security vulnerabilities which otherwise might have been ignored, and how to fill temporary employment gaps, and will provide strategies for dealing with the families of employees who may be injured or killed.

Customers

My brother is the managing director of a business located in that Oregon mall. He was telling me today that law enforcement will finally allow him a chance to go into his office, nearly 24 hours after the event. His primary responsibility, he said, was to contact each of the clients on the list and reschedule their
appointments.

The challenge goes beyond simply rescheduling people, however. He will have to reassure people that the store is safe and secure, and is not stuck with a negative stigma stemming from the violence. One survivor from yesterday's events put it perfectly: "I moved to Portland to be safer."

No one thinks that going to see a Batman movie, going to math class, or shopping at the mall would result in a serious confrontation with the fragility of life. Therefore, when that illusion is broken, it is the responsibility of the business to attract people back to their brand or their location.


While it is unlikely that his or any of the other retail areas will go out of business as a result of this incident, there are many stores victimized by a shooter that do not survive. Stores and others have to be careful how they market and re brand themselves that is respectful to the victims, and assures that they will remain in business. Disaster plans are documents that provide step-by-step methodologies for doing this.


Leadership

When a crisis like this occurs, it is critical that senior management be kept involved in what is happening on the ground. During the 1997 North Hollywood Shootout, which occurred at a Bank of America, senior bank managers and leaders scrambled to contact law enforcement and their employees to get situational awareness.

Any disaster plan covers this scenario. It is called the Continuity of Operations Plan. If your business is affected, this plan helps tap into the company's resources and assistance so that they can be utilized in the most efficient manner possible. Companies that try to simply "wing it" invites miscommunication and bad assumptions at a time when the business needs to be its most efficient. Only a disaster plan provides this kind of protection.

Conclusion

The events yesterday at the Oregon mall are tragic and will certainly be remembered by the families of those affected for the rest of their lives. Those who sought to save lives and prevent further carnage should be applauded for their efforts.

As business owners and leaders, we should treat events like this as we would a Hurricane Sandy or a tsunami: with confidence and
efficiency detailed through a disaster plan. It is the surest way to Reverse Disaster. 

Hurricane Sandy: Now is NOT the Time to Experiment

"Wonder Weapons"

As I type these words, the winds from Hurricane Sandy are whipping through the trees just outside my window here in Maryland. At the same time, I have also noticed a rapid change in direction of people's attitude toward technology.


In a disaster, companies sometimes try to deploy a new technology to get themselves out of trouble. They don't realize the threat of the disaster, and so they hope a gadget or software platform will do the job for them.

It won't.

We would never deploy a new technology on the sales floor if we hadn't mastered it and tested it. Follow this same philosophy during a disaster. Basically, it is too late to start a Business Continuity Plan or Disaster Plan if you are in Hurricane Sandy's path, so just rely on what you know. 

We all procrastinate before disaster strikes (yes, even I do). But I never let a technology that promises to get me out of trouble be deployed before I know what I am getting into. I like to call these "Wonder Weapons" because they promise to solve problems in wonderous, amazing fashion.

They won't.

Rely on the technology that you have already mastered and deployed, especially during a storm like Sandy. It's tried and true, and won't let you down. Don't let the speed and direction of the wind blow you away from your core instincts as a small business owner.

Use what you know, and your business will be on track to Reverse Disaster.


Patrick Hardy

Is Hurricane Sandy "The Perfect Storm"?

Hurricane Sandy is making national headlines in the United States because of its proximity to the East Coast, and the possibility of a strong landfall. But that isn't the only reason it remains in the news.
Meterologists have identified a number of similar characteristics between Hurricane Sandy and The Halloween Nor'easter of 1991, known in popular parlance as "The Perfect Storm".

Courtesy of NOAA

Nor'easters are very similar in characteristic to Hurricanes. It usually describes a low-pressure area where the rotating center is off the East Coast, providing hurricane-force high winds, rain or snow, coastal erosion, and possibly even blizzard conditions.  


Is Hurricane Sandy "The Perfect Storm"?

The simple answer is: no one knows.

As of today (roughly 5 days out), there is no certainty that this storm will even make landfall. By Saturday and Sunday, we should have a pretty good idea what is next.

The National Weather Service put out a three page statement with a lot of jargon that you and I are unlikely to understand without an advanced degree in meterology. However, as a business owner, this is perhaps the only relevant passage [caps are in original]:

"IT IS LIKELY THAT SIGNIFICANT IMPACTS WILL BE FELT OVER PORTIONS OF THE U.S. EAST COAST THROUGH THE WEEKEND AND INTO EARLY NEXT WEEK."

So how do you prepare for "The Perfect Storm"?

Don't let the verbiage of it being a supposed "Perfect Storm" scare you into thinking this is the disaster to end all disasters.

Keep a few things in mind:

1. Only the National Weather Service can declare Hurricane and Tropical Storm Watches and Warnings. Here is where to find those:

http://www.nhc.noaa.gov/text/refresh/MIATCVAT3+shtml/251446.shtml

2. Storms change their track quickly. The computers and satellites are constantly updating it. This is the current picture:

http://www.nhc.noaa.gov/refresh/graphics_at3+shtml/115907.shtml?5-daynl#contents
 
3. Storms change their power rankings daily. It may be predicted to be a stronger or weaker storm based upon modifications in temperature or cloud drift.

As a business owner, don't wait to the last minute! Start gearing up your facility for Sandy. Even if she doesn't make landfall, you can chalk it up to a realistic exercise where you can test your disaster plan.




If you want day-by-day (and hour-by-hour) tips on what to do leading up to the storm, follow us on Twitter: www.twitter.com/hytropy

Patrick Hardy