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

 

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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 15.0 (17.1)* SCA
2 Hot Tomato 13.9 (12.3)* HT
3 Sea FM 8.8 (10.9)* SCA
4 triple j 7.6 (8.0)* ABC
5 ABC 91.7 FM 6.6 (5.6)* ABC
6 ABC612 4.2 (4.7)* ABC
7 4RN 2.7 (3.0)* ABC
  • 10+ Overall Share Mon-Sun, Survey 2/2014
  • * previous survey

 

Brisbane Ratings

1 97.3FM 13.0 (13.8) ARN
2 Nova 106.9 11.5 (11.7) NovaEnt
3 ABC612 11.5 (10.8) ABC
4Triple M9.69.1) SCA
5 B105 8.6 (9.4) SCA
6triple j8.4(7,5) ABC
7 4KQ 7.6 (8.0) ARN
8 Magic882 5.4 (5.0) Fairfax
9 4BC 4.1 (4.4) Fairfax
  • 10+ overall share Mon-Sun, Survey 6/2014
  • GfK

Perth Ratings

1 Mix 94.5 13.6 (14.2) SCA
2 Nova 93.713.6 (12.4) NovaEnt
3 96FM 10.7 (10.7) Fairfax
4ABC72010.1(10.0) ABC
5 triple j 9.7 (10.3) ABC
6 6PR 9.6 (10.2) Fairfax
7 92.9 7.4 (8.0) SCA
  • 10+ overall share Mon-Sun, Survey 5/2014
  • 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 (16.1)* SCA
2 ABC1233 11.1 (12.0)* ABC
3 triple j 10.8 (11.2)* ABC
4 2HD 10.3 (8.8)* BOG
5 NXFM 9.7 (10.3)* SCA
6 New FM 9.3 (8.4)* BOG
7 Classic FM 4.7 (5.1)* ABC
  • 10+ Overall Share Mon-Sun, Survey 2/2014
  • * GfK  Survey 1/2014

 

Adelaide Ratings

1 Mix 102.3 15.2 (15.9) ARN
2ABC891 12.2(10.9) ABC
3Nova 91.9 11,8(10.4)NovaEnt
4 FIVEaa 11.1 (11.4) NovaEnt
5 Triple M 9.1 (9.2) SCA
6SAFM8.5(8.0) SCA
7 Cruise 1323 7.8 (8.7) ARN
8 triple j 6.2 (7.1) ABC
  • 10+ overall share Mon-Sun, Survey 6/2014
  • GfK

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

3AW 13.6 (13.9) Fairfax
ABC 774 11.0 (11.7) ABC
Fox FM 7.8 (7,8) SCA
Gold 7.6(7.2)ARN
Nova 100 7.3(6.8)NovaEnt
Triple M7.1(7.6) SCA
smoothfm 91.5 6.4 (6.6) NovaEnt
Mix 101.1 5.8 (6.2) ARN
  • 10+ share Mon-Sun, Survey 6/2014 (GfK)

CompanyStock IDPriceChange
Southern Cross Media
SXL
0.820
-1.80%
Fairfax Media Group
FXJ
0.780
-0.64%
Macquarie Radio Network
MRN
1.14
0.00%
Pacific Star Network
PNW
0.280
0.00%
APN News & Media
APN
0.770
-0.65%
Oceania Capital
OCP
1.42
0.00%
Ten Network
TEN
0.235
-4.08%
Seven West Media
SWM
1.63
0.93%
Seven Group Holdings
SVW
6.88
3.30%
Nine Entertainment
NEC
2.00
-0.25%
Prime Media Group
PRT
0.850
0.00%