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

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Central Coast Advertisers

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Melbourne Advertisers

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2. Ford Ford Motor Company Of Australia Ltd
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Newcastle Advertisers

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2. Harvey Norman Harvey Norman Holdings Ltd
3. Joyce Mayne Harvey Norman Holdings Ltd
4. Finance Ezi Finance Ezi Pty Ltd
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Perth Advertisers

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Sydney Advertisers

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3. Brydens Brydens
4. Bing Lee Bing Lee Electrics Pty Ltd
5. Ford Ford Motor Company Of Australia Ltd

 

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
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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
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  • * previous survey

 

Brisbane Ratings

1 Nova 106.9 13.5 12.9) NovaEnt
2 97.3FM 12.3 (13.0) ARN
3 B105 9.7 (9.0) SCA
4 Triple M 8.8 (8.7) SCA
5 triple j 9.0 (8.0) ABC
6 ABC612 8.5 (9,4) ABC
7 4KQ 7.1 (7.5) ARN
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Perth Ratings

1 Mix 94.5 13.8 (14.5) SCA
2 Nova 93.7 12.6 (13.5) NovaEnt
3 triple j 11.0 (10.4) ABC
4 96FM 10.2 (9.4) Fairfax
5 ABC720 9.6 (9.6) ABC
6 92.9 8.2 (8.4) SCA
7 6PR 7.3 (8.5) Fairfax
  • 10+ share Mon-Sun, Survey 8/2014 (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
3 NXFM 11.6 (9.7)* SCA
4 New FM 10.0 (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 15.5 (14.6) ARN
2 FIVEaa 11.4 11.2) NovaEnt
3 Nova 91.9 11.2 (11.8) NovaEnt
4 ABC891 10.0 (11.3) ABC
6 hit107 8.1 (8.3) SCA
7 Cruise 1323 8.1 (7.6) ARN
  • 10+ share Mon-Sun, Survey 8/2014 (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 

Company Stock ID Price Change
Southern Cross Media
SXL
1.10
-0.90%
Fairfax Media Group
FXJ
0.950
-1.55%
Macquarie Radio Network
MRN
0.960
-1.54%
Pacific Star Network
PNW
0.320
0.00%
APN News & Media
APN
0.980
0.00%
Oceania Capital
OCP
1.25
0.00%
Ten Network
TEN
0.235
-2.08%
Seven West Media
SWM
1.60
1.92%
Seven Group Holdings
SVW
7.35
-0.68%
Nine Entertainment
NEC
2.11
0.00%
Prime Media Group
PRT
0.900
3.45%