Caroline Fairchild, LinkedIn, March 18, 2015
Uber is no stranger to PR disasters. Whether it’s surge pricing during a hostage crisis in Sydney, accusations of rape by drivers in India or questions over the security of users’ data, the start-up has already weathered its fair share of storms. The latest source of choppy waters? An investigation in South Korea that claims Uber drivers are breaking communication laws.
As the company ventures into new services, cities and countries, it will inevitably ruffle some feathers and make more missteps. Yet experts told LinkedIn it’s puzzling the company doesn’t already appear to take crisis management seriously. If the disruptive car service doesn’t shape up quickly, crisis management executives and consultants tell LinkedIn, it’s only a matter a time before Über gets disrupted itself.
“The arrogance with which the service is put forth just doesn’t jive,” said Davia Temin the founder of Temin & Co., a crisis-management firm. “They key is being able to disrupt with an attitude of humility, even kindness. If you can do that, you would be cut a huge amount of slack that Uber is just not getting right now.” […read more]