Radio Today

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 director and founder of radio and talent consulting firm Kaizen Media

 
Published on Published on Monday, 09 April 2012 06:00

 Post Anonymously 

   I am a real live breathing human person

 

2GB has a vacancy for a Senior Network Support Engineer. Details.

 

 

Stagetec Media Group has a vacancy for a Level 1 Support Engineer based in Sydney. Details.

 

Sunshine Coast Hot 91.1 and Zinc 96.1 has a vacancy for a Content Director and Announcer  Details.

 

SCA has a vacancy for a Commercial Scheduler based in Sydney. Details.

 

SCA has a vacancy for a Video Producer based in Melbourne. Details.

 

2GB has a vacancy for a Broadcast Tecnician.Details.

 

Stagetec Media Group are looking for Casual Engineers based in Sydney. Details.

 

Fairfax Radio Network has a vacancy for a News Director for 4BC and Magic 882 in Brisbane. Details.

 

 

NZME has a vacancy for a Head of Digital Media based in Auckland.Details.

 

Fairfax Radio Network has a vacancy for a Sales Co-Ordinator for 2UE Sydney. Details.

 

The Hits 90.1 in Wellington has a vacancy for a Local Afternoon Annoucer. Details.

 

 

 

 

 

 

 

102.9 Hot Tomato on the Gold Coast has a vacancy for a Breakfast Show Executive Producer on a Maternity Leave Contract. Details.

 

96Five has a vacancy for a Journalist based in Brisbane.  Details

 

Grant Broadcasters has a vacancy for an Account Manager based on the Sunshine Coast. Details.

 

Nova Entertainment has a vacancy for a Direct Client Executive in Sydney. Details.

 

Got a question? Got a suggestion?

Got a Story?

Email Blair anytime here.

 

SCA are looking for a General Manager in Albany  Details.

 

SCA has a vacancy for an Announcer / Assistant Music Director for Fox FM in Melbourne. Details.

 

AFTRS in Sydney are looking for a Radio Lecturer. Details.

 

 

7HOFM in Hobart has a vacancy for a Sales Manager. Details.

 

Wave FM in Wollongong has a vacancy for a Radio Journalist. Details.

 

NZME has a vacancy for an Assistant Content Director for The Hits Auckland. Details.

 

3AW and Magic 1278 General Manager Shane Healy is leaving the network November 14.

AFTRS Graduate Brendan Leggett will be moving to 2EC Bega to work as a  Drive Announcer/Production.

 

AFTRS Graduate Claire Humphery will be moving to the Snowy Mountains to take on an announcing and production role at Snow Fm. 

 

Sean Craig Murphy is joining Triple M as Assistant CD and Creative Content Specialist.

 

Hughesy & Kate will take over the national Drive show on the network ARN Network from January 2015..

 

Brian Taylor is returning to Triple M for the 2015 footy season and will head up a revitalised Sunday line-up. 

Merrick Watts is returning to the Triple M Network to head up a new drive show in 2015.

Karen Halligan is joining SCA for the newly created role of National Commercial and Operations Director

 

After 15 years with 2UE, Greg ‘Brandy’ Alexander is finishing up fulltime with the station to focus on his NRL commitments.

 

Stacey Skaro, 2UE’s Agency Sales Manager for Sydney, has resigned from the Fairfax Radio Network. .

 

Canberra Ratings

1 104.7 17.3 (17.5) SCA
2 Mix 106.3 16.8 (15.9) SCA
3 ABC666 16.4 (15.6) ABC
4 triple j 10.0 (10.3) ABC
5 Classic FM 8.2 (10.2) ABC
6 Radio National 7.6 (6.9) ABC
7 2CC 7.0 (6.6) Capital
  • 10+ overall share Mon-Sun, Survey 2/2014
  • GFK

Gold Coast Ratings

1 Gold FM 14.3 (15.0)* SCA
2 Hot Tomato 14.1 (13.9)* HT
3 Sea FM 9.5 (8.8)* SCA
4 triple j 9.4 (7.6)* ABC
5 ABC 91.7 FM 6.7 (6.6)* ABC
6 ABC612 3.3 (4.2)* ABC
7 ABC FM 2.9 (2.2)* ABC
  • 10+ Overall Share Mon-Sun, Survey 3/2014
  • * previous survey

 

Brisbane Ratings

1 97.3FM 13.0 (13.0) ARN
2 Nova 106.9 12.9 (11.5) NovaEnt
3 ABC612 9.4 (11.5) ABC
4B1059.0(8.6)SCA
5Triple M8.7(9.6) SCA
6triple j8.0(8.4) ABC
7 4KQ 7.5 (7.6) ARN
  • 10+ share Mon-Sun, Survey 7/2014 (GfK)

Perth Ratings

1 Mix 94.5 14.5 (13.6) SCA
2 Nova 93.713.5 (13.6) NovaEnt
3triple j 10.4(9.7) ABC
4ABC720 9.6(10.1) ABC
5 96FM 9.4 (10.7) Fairfax
6 6PR 8.5 (9.6) Fairfax
7 92.9 8.4 (7.4) SCA
  • 10+ share Mon-Sun, Survey 7/2014 (GfK)

Auckland Ratings

1 Newstalk ZB 13.4 (13.0) TRN
2 Coast  9.6 (8.1) TRN
3 The Edge 7.8 (6.0) Mediaworks
4 The Breeze 7.0 (6.5) Mediaworks
5 Classic Hits 6.7 (5.9) TRN
6 ZM 5.9 (5.6) TRN
7 Mai FM 5.2 (4.3) TRN
  • 10+ share, Survey 1/2014

Christchurch Ratings

1 Newstalk ZB 17.0 (16.1) TRN
2 More FM 10.7 (11.8) Mediaworks
3 The Breeze 10.2 (8.8) Mediaworks
4 The Rock 9.0 (10.3) Mediaworks
5 The Edge 6.9 (6.5) Mediaworks
6 The Sound 6.0 (6.4) Mediaworks
7 Classic Hits 5.7 (5.7) TRN
  • 10+ share, Survey 1/2014

Wellington Ratings

1 NewstalkZB 15.3 (10.5) TRN
2 The Breeze 13.7 (14.6) Mediaworks
3 ZM 11.3 (12.4) TRN
4 The Sound 7.5 (7.1) Mediaworks
5 The Rock 7.4 (8.3) Mediaworks
6 The Edge 6.6 (8.3) Mediaworks
7 Coast 5.7 (4.6) TRN
  • 10+ share, Survey 1/2014

Newcastle Ratings

1 KOFM 15.3 (15.3)* SCA
2 ABC1233 11.9 (11.1)* ABC
3NXFM 11.6(9.7)* SCA
4New FM10.0(9.3)*BOG
5 triple j 9.9 (10.8)* ABC
6 2HD 9.8 (10.3)* BOG
7 Classic FM 3.9 (4.7)* ABC
  • 10+ Overall Share Mon-Sun, GfK Survey 3/2014

 

Adelaide Ratings

1 Mix 102.3 14.6 (15.2) ARN
2ABC891 11.3(12.2) ABC
3Nova 91.9 11.8(11.8)NovaEnt
4 FIVEaa 11,2 (11.1) NovaEnt
5 Triple M 9.0 (9.1) SCA
6hit107/SAFM8.3(8.5) SCA
7 Cruise 1323 7.6 (7.8) ARN
  • 10+ share Mon-Sun, Survey 7/2014 (GfK)
  • hit107 on-air Oct 20, was SAFM

Wollongong Ratings

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

Central Coast Ratings

1 Sea FM 17.7 (12.4) SCA
2 2GO FM 13.2 (17.5) SCA
3 Star 104.5 11.4 (14.3) NovaEnt
4 ABC 92.5 10.7 (9.9) ABC
5 2GB 9.8 (8.9) MRN
6 Triple J 5.8 (5.2) ABC
7 WSFM 2.8 (0.7) ARN
  • 10+ overall share Mon-Sun, Survey 1/2012
  • Nielsen Media Research

Albury Ratings

1 Star FM 22.9* (22.7)** SCA
2 The River 20.7* (27.0)** SCA
3 2AY 16.6* (11.9)** ACE
4 ABC Local Radio 14.0* (11.2)** ABC
5 Triple J 9.9* (4.2)** ABC
6 Radio National 2.2* (1.6)** ABC
  • 10+ overall share Mon-Sun, Survey 1/2014
  • * Xtra Research/ ** Nielsen 

Melbourne Ratings

1 3AW 12.2 (13.6) Fairfax
2 ABC 774 11.6 (11.0) ABC
3 Fox FM 8.5 (7,8) SCA
4Nova 100 7.8(7.3)NovaEnt
5Gold 7.2(7.6)ARN
6smoothfm 91.5 7.2(6.4)NovaEnt
7Triple M6.7(7.1) SCA
8 Mix101.1 6.0 (5.8) ARN
  • 10+ share Mon-Sun, Survey 7/2014 (GfK)

CompanyStock IDPriceChange
Southern Cross Media
SXL
1.01
1.00%
Fairfax Media Group
FXJ
0.752
1.69%
Macquarie Radio Network
MRN
1.12
0.00%
Pacific Star Network
PNW
0.300
0.00%
APN News & Media
APN
0.745
0.68%
Oceania Capital
OCP
1.27
0.00%
Ten Network
TEN
0.262
0.96%
Seven West Media
SWM
1.60
0.16%
Seven Group Holdings
SVW
6.16
2.33%
Nine Entertainment
NEC
2.01
0.00%
Prime Media Group
PRT
0.885
1.14%