The "4Rs"

Managing the crisis and complaints using the "4Rs"

  1. Regret - Say you are sorry that the crisis happened. Do not say that you are guilty,or even responsible, just say you regret the event occured.

  2. Resolution - State what you will do to resolve the issue.
  3. Reform - Assure it will not happen again.
  4. Restitution - Everybody wants something. Give consumers something free or at a discount price in return for outrages.