Just ask Arthur

You may have heard about this story in the news last week. It's a shocker, and has been reported around the world.

The story is an interesting lesson in crisis management, I'll get to that shortly. However if you missed the story, here is the background.

A florist in Melbourne has horrified a grieving family by delivering a funeral bouquet with a card that read, "rast in peas."

The spelling errors were only noticed when the great-niece of the deceased woman arrived at the cemetery for the service. 

Monique Bellew said "It said 'rast in peas unty Josie.' I couldn't believe it. How could a florist get such a common phrase so wrong?"

“Even ‘and family’ was ‘dud familys’. My sister Carol, who was very close to my great aunt, burst into tears, she was devastated because these were the family flowers.”

There is an old saying in crisis management that goes something like this. The greater damage is generally not caused by a specific incident, but by poor management of it. And that's where this story gets worse.

Arthur, the owner of 'Bunch after Bunch' in the Melbourne suburb of Ormond, was unapologetic about the mistake, which he said was made by a Russian employee who spoke English as a second language. 

“My employees are not Australian speaking so we can’t expect them all to spell properly. Even some Australians can’t spell properly, we supply flowers - good flowers. We are not card writers. 

If someone gives a message over the phone instead of coming in or sending a fax or email, I can’t take responsibility. We are not a law firm. I don’t employ people based on their education or spelling skills. I employ them if they are good florists.”

The original mistake by the employee was inexcusable. The handling of it by the owner was worse. If ever there was a textbook case of how not to crisis manage, then 'Arthur' has provided it. By blaming the customer and not accepting complete responsibility he has done far more damage to his business than his employee who made the error.

Crises, problems, complaints, are all opportunities for businesses, and radio stations, to develop a stronger bond with clients, or listeners. 

When a listener or a client has a problem or an issue to discuss with your radio station, it is not something to sweep away and try to ignore, it is an opportunity to super-serve that client or listener and turn them into a raving fan.

Because how you handle an issue is often far more memorable than the issue itself.

Just ask Arthur.

 

Dan Bradley is Executive Director of Kaizen Media; an international media, management and marketing company.

You can contact Dan here.

 

Published on Monday, 09 April 2012 06:00

 Post Anonymously 

   I am a real live breathing human person

7HO FM Hobart is looking for a Promotions Manager. Details.

 
 
 
 
 
 
 

7XS is looking for a Breakfast Announcer. Details.

 
 
 
 
 
 
 
 

Nova 106.9 is looking for an Activation Specialist. Details.

Gulf News Broadcasting based in Dubai are looking for a Head of Content. Details.

 

 
 

Wave FM has a vacancy for a Workday Personality / Social Media Manager. .Details

 

 
 
 
 
 
 

Radio Africa Group is looking for a Content Director. Details.

 

 
 
 
 
 
 

ZM has a vacancy for a Breakfast Producer based in Auckland. Details.

 
 

ARN has a vacancy for a Broadcast Engineer based in Melbourne. .Details.

 

 

 
 
 
 
 

Nova have a role for an Integration Project Manager for the national Smallzy's Surgery Evening Show.. Details.

 
 
 
 
 

Recent Comments

Rob McCasker will be the new Breakfast Executive Producer/ Anchor for Jodie & Soda on Mix102.3.

 

After a 29 year career with ABC radio, Peter Riley hosted his final program as the breakfast host on ABC Illawarra.
 

 

 

 
 
 

Damon Wise the GM of both SEA and Heart in Hobart will wrap up with the group on April 7th

Greg Tremain will be joining the Australian Radio Network in the newly created position of Partnerships Director.


 

 

 

 

 

Tom Martin the CD of Adelaide community station Fresh 92.7, has landed the Breakfast EP’s gig for Heidi, Will and Woody at hit929 Perth.

 
 
 
 

After 23 years on-air, Hilary Barry has decided to depart MediaWorks in New Zealand.

 

 
 
 
 
 

Kathy Gramp will be stepping down as Non-Executive Director at the SCA June Board meeting.

 

 
 
 
 
 

Toni Street and Sam Wallace will be the hosts of a new entertainment show on NZME’s The Hits

 

Liam Renton has been announced as the new Promotions Manager of Hot91/Zinc FM on the Sunshine Coast

.

 

 

 

 

 
 
 
 

Former 4BC News Director Scott Mayman joins the Super Radio Network as the new breakfast presenter on Radio 97 Tweed Heads,

 
 
 
 
 

Nicole Bence is joining NOVA Entertainment as thier new Digital Commercial Director 

 

 
 
 

Most Read (Last 30 Days)

Adelaide Advertisers

1. National Tiles National Tiles Co Pty Ltd
2. Harvey Norman Harvey Norman Holdings Ltd
3. Coles Coles Group Ltd (Wesfarmers Ltd)
4. MasterChef Australia Network Ten Pty Ltd
5. Sportsbet.com.au Sportsbet Pty Ltd

Brisbane Advertisers

1. National Tiles National Tiles Co Pty Ltd
2. Harvey Norman Harvey Norman Holdings Ltd
3. MasterChef Australia Network Ten Pty Ltd
4. Australian National Security Attorney-General's Department
5. Coles Coles Group Ltd (Wesfarmers Ltd)

Central Coast Advertisers

1. Harvey Norman Harvey Norman Holdings Ltd
2. Domayne Harvey Norman Holdings Ltd
3. Best & Less Best & Less Pty Ltd
4. Ettalong Diggers Ettalong Beach War Memorial Club Ltd
5. Central Coast Holden Central Coast Holden

Gold Coast Advertisers

1. Domayne Harvey Norman Holdings Ltd
2. Harvey Norman Harvey Norman Holdings Ltd
3. Various Artists - RnB Fridays : Volume 2 Universal Music Australia Pty Ltd
4. Beds 'R' Us Beds 'R' Us Pty Ltd
5. Marina Mirage Marina Mirage Pty Ltd

Melbourne Advertisers

1. National Tiles National Tiles Co Pty Ltd
2. MasterChef Australia Network Ten Pty Ltd
3. Harvey Norman Harvey Norman Holdings Ltd
4. Sportsbet.com.au Sportsbet Pty Ltd
5. Coles Coles Group Ltd (Wesfarmers Ltd)

Newcastle Advertisers

1. Domayne Harvey Norman Holdings Ltd
2. Harvey Norman Harvey Norman Holdings Ltd
3. Nobby Kitchens Nobby Kitchens
4. Finance Ezi Finance Ezi Pty Ltd
5. Newcastle Hire Cars Newcastle Hire Cars

Perth Advertisers

1. Harvey Norman Harvey Norman Holdings Ltd
2. MasterChef Australia Network Ten Pty Ltd
3. Coles Coles Group Ltd (Wesfarmers Ltd)
4. Sportsbet.com.au Sportsbet Pty Ltd
5. Australian National Security Attorney-General's Department

Sydney Advertisers

1. Harvey Norman Harvey Norman Holdings Ltd
2. Bing Lee Bing Lee Electrics Pty Ltd
3. MasterChef Australia Network Ten Pty Ltd
4. Masterton Homes Masterton Homes Pty Ltd
5. Australian National Security Attorney-General's Department

Wollongong Ratings

1 I98 23.8 (28.5) WIN
2 Wave FM 16.0 (17.3) GRANT
  • 10+ share Mon-Sun, Survey 1/2014
  • IRIS Research

Wellington Ratings

  NewstalkZB 14.5 (15.3) NZME
  The Breeze 12.5 (13.7) Mediaworks
  The Hits 9.4   NZME
  ZM 6.7 (11.3) NZME
  The Sound 9.8 (7.5) Mediaworks
  The Rock 6.8 (7.4) Mediaworks
  The Edge 7.5 (6.6) Mediaworks
  Coast 4.9 (5.7) NZME
  • 10+ share, Survey 2/2014

Warrnambool Ratings

1 Coast FM 37.7 - Ace
2 3YB 21.7 - Ace
3 triple j 7.3 - ABC
4 ABC Local Radio 4.0 - ABC
5 ABC Radio Nat. 2.5 - ABC
6 Classic FM 1.5 - ABC
  • 10+ share Mon-Sun, Survey 1/2015
  • Xtra Research

Sydney Ratings

 

 

  2GB 12.8 (12.8) MRN
 ABC 702 10.3 (10.3) ABC
  WSFM 6.5 (7.6) ARN
  TRIPLE M 6.1 (6.0) SCA
 KIIS 1065 8.9(7.7) ARN
 smoothfm 95.3 6.9 (7.4) NE
 Nova 96.9 7.1(7.2)NE
 triple j7.0(7.5) ABC
  • 10+ share Mon-Sun, Survey  8/2015

 

Perth Ratings

  Mix 94.5 15.0 (150) SCA
  Nova 93.7 13.7 (12.0) NE
  96FM 7.9 (7.7) ARN
  triple j 9.7 (11.3) ABC
 ABC72010.0(9.6)ABC
  hit 929 10.9 (9.8) SCA
  6PR 8.2(7.8)MRN
  6IX 4.3 (4.5) CAP
  • 10+ share Mon-Sun, Survey 1/2016
 
 

Newcastle Ratings

1 KOFM 1563 (15.3) SCA
2 ABC1233 13.6 (11.9) ABC
3NXFM 10.7(11.6) SCA
4 2HD 10.4 (9.8) BOG
5 Triple J 9.9 (9.9) ABC
6New FM8.5(10.0)BOG
7 Classic FM 4.0 (3.) ABC
  • 10+ Share Mon-Sun, Survey 1/2015

 

Melbourne Ratings

 

  3AW 12.9 (1.3) MRN
  ABC 774 11.1 (10.3) ABC
  Gold 8.9 (8.2) ARN
  Triple M 6.9 (6.7) SCA
  Fox FM 8.6 (9.7) SCA
  smooth935 6.9 (7.1) NE
  KIIS 101.1 6.4 (6.8) ARN
 Nova 100 6.0(6.8)NE
  • 10+ share Mon-Sun, Survey 1/2016
 

Gold Coast Ratings

1 Hot Tomato 14.2 (14.1) HT
2 Gold FM 11.9 (14.3) SCA
3 Sea FM 9.6 (9.5) SCA
4 ABC 91.7FM 7.9 (6.7) ABC
5 triple j 7.8 (9.4) ABC
6 ABC612 5.2 (3.3) ABC
7 Radio National 2.5 (2.3) ABC
  • 10+ Share Mon-Sun, Survey 1/2015

 

Christchurch Ratings

  Newstalk ZB 15.3 (17.0) NZME
  More FM 14.6 (10.7) Mediaworks
  The Breeze 9.9 (10.2) Mediaworks
  The Rock 8.6 (9.0) Mediaworks
  The Edge 6.9 (6.9) Mediaworks
  The Sound 9.0 (6.0) Mediaworks
  The Hits 3.5 (5.7) NZME
  • 10+ share, Survey 2/2014

Canberra Ratings

  104.7 17.9 (18.8) SCA
  ABC666 15.9 (15.3) ABC
  Mix 106.3 13.6 (13.9) SCA
  Classic FM 10.0 (8.6) ABC
  triple j 8.2 (8.2) ABC
  2CC 6.8 (6.1) Capital
  2CA 6.0 (5.5) Captial
  Radio National 3.9 (3.6) ABC
  • 10+ share Mon-Sun, Survey 3/2015

 

Brisbane Ratings

 

 97.3FM12.1(13.5)ARN
 Nova 106.9 11.0(12.7)NE
 ABC6129.6(12.6) ABC
  4MMM 10.8 (8.4) SCA
 hit105.3 10.3(10.7) SCA
  4KQ 8.2 (8.0) ARN
  TRIPLE J 8.4 (7.3) ABC
  4BC 5.0 (4.6) MRN
 Magic 882 2.8(4.6) MRN
  • 10+ share Mon-Sun, Survey 1/2016
  • B105 now hit105.3

Auckland Ratings

  Newstalk ZB 13.4 (13.4) TRN
  Coast  7.8 (9.6) TRN
  The Edge 7.7 (78.) Mediaworks
  The Breeze 7.8 (7.0) Mediaworks
  The Hits 5.3 (6.7) TRN
  ZM 4.5 (5.9) TRN
  Mai FM 5.2 (5.2) TRN
  • 10+ share, Survey 2/2014

Adelaide Ratings

 

  Mix 102.3 11.4 (13.0) ARN
 Nova 91.9 11.6 (11.2) NE
  FIVEaa 9.6 (10.2) NE
 ABC89112.6(12.4) ABC
  Cruise 7.2 (8.5) ARN
  Triple M 10.2 (8.7) SCA
  hit107 10.1 (8.4) SCA
 triple j 8.1 (6.8) ABC
  • 10+ share Mon-Sun, Survey 1/2016 (GfK)
 
CompanyStock IDPriceChange
Southern Cross Media
SXL
1.16
1.49%
APN News & Media
APN
0.630
-0.79%
Fairfax Media
FXJ
0.810
1.25%
Macquarie Radio
MRN
0.850
0.00%
Pacific Star Network
PNW
0.200
0.00%
Oceania Capital
OCP
1.50
0.00%
Ten Network
TEN
0.980
0.51%
Seven West Media
SWM
1.09
-2.24%
Nine Entertainment
NEC
1.22
-2.02%
Prime Media
PRT
0.320
18.52%

 
 
 

 

Most Commented (All Time)