Cheesy Lessons In Crisis Management From A Viral Mishap

That Solo Life, Episode 269: Cheesy Lessons In Crisis Management From A Viral Mishap

In this Episode

 

In episode 269 of “That Solo Life” podcast, Karen Swim, APR and Michelle Kane discuss the viral video of a customer receiving a mac and cheese order without the macaroni, and how the business handled the situation by responding with a humorous TikTok video. The hosts highlight the important lessons for PR and marketing professionals, including the value of social media monitoring and responding appropriately to negative sentiment. They also emphasize the importance of clear internal communication and ensuring employees understand the products and services they are representing.

 

The episode explores the importance of effective communication in the face of unexpected challenges. The hosts explore lessons from the brand’s quick response which was genuine and cheeky 

 

Karen and Michelle talk about  the significance of having a strong social media presence and the necessity of listening tools to monitor brand mentions and customer sentiment. They discuss how brands can miss opportunities to engage with their audience, especially when positive feedback is shared. By actively listening and responding, businesses can foster a sense of community and connection with their customers.

 

The hosts also touch on the internal communication lessons that can be learned from the incident, highlighting the importance of clarity in messaging. We share anecdotes about the need for employees to fully understand the products or services they represent, ensuring they can effectively communicate with customers.

 

Listeners are encouraged to reflect on the value of effective communication, both internally and externally, and to consider how they can apply these lessons in their own practices. 

 

Episode Timeline:

 

00:00:00 - Welcome to That Solo Life
Introduction to the podcast and hosts, Michelle Kane and Karen Swim.

 

00:00:21 - Hello Fall!
Discussion about the arrival of fall and the changing seasons.

 

00:00:47 - The Mac and Cheese Mishap
Introduction to the viral clip of a woman receiving an incomplete mac and cheese order.

 

00:01:49 - Lessons in Crisis Communication
Exploring the business response to the viral video and its implications for PR and marketing.

 

00:02:54 - Engaging on Social Media
The importance of responding on the same platforms where negative sentiment arises.

 

00:04:16 - Investing in Listening Tools

The necessity of social media listening tools for brands to monitor sentiment.

 

00:05:52 - Understanding Client Needs
Discussing the importance of educating clients about the value of listening tools.

 

00:07:32 - Community Engagement
The benefits of local businesses engaging with their community on social media.

 

00:08:27 - Challenges for Smaller Brands
Addressing the struggles smaller brands face in monitoring their online presence.

 

00:09:24 - The Importance of Clear Communication
Highlighting the need for clarity in both internal and external communications.

 

00:10:10 - Responding with Humor
The effectiveness of a light-hearted response to customer complaints.

 

00:12:26 - Internal Communication Lessons
The importance of ensuring all employees understand menu items and services.

 

00:15:12 - Employee Training and Experience
The necessity for employees to have firsthand experience with products and services.

 

00:17:08 - Closing Thoughts
Encouragement to enjoy mac and cheese and a reminder to share the podcast.

 

Resources:

• PR News Online: Lessons in Digital Crisis Communications from the California Pizza Kitchen Incident

• USA Today: California Pizza Kitchen offers chain-wide mac and cheese deal after viral order blunder (Includes customer TikTok Video)

 

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