Florida, Spring Hill, Nature Coast Commons, shopping mall, Walmart, logo. It's not likely that ... [+]
It’s not likely that companies include in their crisis management plans the situation Walmart confronted on Saturday when the pilot of a small private plane threatened to crash it into the retailer’s store in downtown Tupelo, Mississippi.
“The Walmart that was the target of the threats is in a shopping center near the city’s downtown, close to retail stores, gas stations and single-family homes. There’s also an elementary school about two blocks away,” according to the Washington Post.
CNN later reported that the plane that circled for hours over the city and surrounding areas was down, according to a government source familiar with the situation. The pilot was in custody after landing in a crop field, The Post said.
Florida, Spring Hill, Nature Coast Commons, shopping mall, Walmart, logo. It's not likely that ... [+]
Crisis Management Lessons
How the retail giant responded to the crisis provides several essential lessons for business leaders.
Respond Quickly
The company closed and evacuated the building, Charles Crowson, director of the Walmart Press Office, told CNN.
Defer To Appropriate Authorities
Crowson told the news organization, “We’re working closely with local investigators and are referring questions to law enforcement.”
Keep People Posted
After the incident ended, Crowson issued this statement: “We're grateful this morning’s situation ended without incident and everyone involved is safe. We’ll continue working with area investigators as needed and refer all other questions to law enforcement.”
Don’t Wait
Don’t wait to find out what help your company would need to deal with a crisis, such as public relations, marketing, legal, and HR assistance. You might also have to call for help from first responders, health care providers, or government agencies.
Make a list now of the skills and expertise you’d need to deal with a variety of possible crises. Then decide which of the items aren’t immediately available inside your company.
Then make a second list of where you’d go to get that help.
After the list is finalized, establish relationships with those outside resources, so they’ll know that you’d turn to them for their assistance when the need arises.
Expect The Unexpected
A worst -case crisis scenario can become reality anytime and anywhere. That’s why companies and organzations should account for them in their crisis management plans and training sessions.
