The Alton Towers Smiler disaster, BP’s oil spill – one event can have a massive impact on an organisations reputation with both the public and business partners. How a company handles these crises is more important than ever with the evolution of social media and instantaneous news.
Merlin boss Nick Varney handled the Smiler disaster with great skill, doing the right things and doing them quickly. Merlin closed Alton Towers for a week, instituted immediate safety improvements at all parks and crucially said sorry, accepting ‘full responsibility’ and offering to help the victims financially. The firm even advised them to hire a personal injury lawyer after admitting liability.
By being responsive and vigilant, DWP’s team can help companies recover quickly if a crisis hits. We advise businesses on when and how to communicate with investors, employees and the wider public to address a situation before it escalates. But we also build reputation management into every part of our consultancy process – ensuring you can take advantage of opportunities as well as threats.