Gee, ya think? 
That was the actual headline in a recent Houston Chronicle article on the crisis that hit Taco Bell this week. Some green onions, grown in Mexico and shipped to the popular fast food restaurant, were tainted with the dangerous E-Coli virus.
When your company is in the middle of a crisis, the way your respond as a spokesperson (or salesperson) for that company is critical. A college business professor at Dartmouth says Taco Bell is taking the right approach:
Taco Bell, an Irvine, Calif., unit of Yum Brands Inc., told customers that in addition to getting rid of all its green onions, it sanitized the affected restaurants and set up a toll-free number for people to call with concerns.
Paul Argenti, a business professor at Dartmouth College in Hanover, N.H., said Taco Bell appeared to be doing a good job handling the problem.
"When you're in the middle of it, give people any information that you know, as much as possible," he said. "Try to be honest and open and transparent."
Argenti said he believes a television ad campaign to reassure customers is not necessary. Taco Bell has a loyal customer base that "will be looking for a reason to go back," he said. "Within six months, everything rights itself."
The lesson for sales pros out there? Be a part of the solution and part of the communication if a crisis hits your company. Same holds true if you run into product delays or service problems. Be your customer's reason for staying with your company!
Comment Preview