Ben DiPietro, The Wall Street Journal, April 14, 2015
This week’s Crisis of the Week takes a look at Blue Bell Creameries L.P. and how it is handling a recall of ice cream products linked to a listeria outbreak. Three people died in Kansas, and while health officials in Kansas say listeriosis didn’t cause the deaths, they said the tainted ice cream products might have been a contributing factor. Illnesses linked to the tainted ice cream products also were reported in Texas.
The company has issued three product recalls, temporarily shut down the plant where the products were being made, and the chief executive issued a statement apologizing and saying the company is working with federal inspectors as they conduct their investigation. The crisis experts evaluated the company’s actions and statements for how effective they were in assuring customers and telling the company’s side of the story.
Davia B. Temin, president and CEO, Temin and Co.: “From all their public actions, it does not look as if Blue Bell has sided with their customers–only themselves–breaking a cardinal rule of crisis management.” […read more]