BulletProofBlog the blog on crisis communications

At the height of the Toyota recalls, competing car companies that smelled blood in the water engaged in a feeding frenzy that sought to strip the former “King of Reliability” of its loyal customer base. Chrysler and Dodge offered money-back guarantees to customers with qualifying trade-ins, such as the Toyota Sienna. The Nissan Maxima went on sale with added benefits for customers trading in a Toyota. Hyundai offered rebates to current Toyota owners. The list ... READ MORE

The results of a Zogby poll released yesterday show that despite mounting criticism of Toyota for its handling of auto recalls, most Americans still believe that the world’s largest car manufacturer is a safe bet. The survey, conducted between February 17th and 19th, found that 85 percent of Toyota owners “believe the brand is more or equally safe as other vehicles.” When the sample size is expanded to include non-Toyota owners as well, that majority ... READ MORE

The CNN tagline said it all – “Tiger Woods: Live and Scripted.” When the global golf phenomenon turned tabloid whipping boy addressed the media today for the first time since a late night car crash sparked explosive accusations of infidelity, there’s no denying that Tiger touched all the right bases. He took responsibility. He apologized profusely to everyone he’s hurt. He spoke of his time in therapy as “the first steps in the right direction.” He ... READ MORE

Last week, suspended Washington Wizards guard Gilbert Arenas wrote an open letter published in the Washington Post in which he admitted wrongdoing and promised to do his best to transform his recent missteps into a learning experience for all of Washington D.C.’s youth. “I understand the importance of teaching nonviolence to kids in today's world,” Arenas wrote. “That message of nonviolence will be front and center as I try to rebuild my relationship with young people ... READ MORE

The top six social media tips to know before you leave the office. According to Facebook, more than 65 million users interact with the site through their mobile devices. The users are also 50% more active on the site, posting comments, pictures, and even video on the go. Twitter was built from the ground up to be used with mobile devices – its 140 character updates fit nicely within text message length restrictions. Meanwhile, Apple sold ... READ MORE

After weeks, even months, of mishandling its recall of a faulty gas-pedal in millions of its cars, Toyota appears to be getting its communications act in gear. The automaker’s senior executives are now following the basic principles of crisis communications. They’re apologizing to customers, offering details on the cause of the pedal’s malfunction, providing dealers with needed replacement parts and vowing to do everything possible to prevent another such incident from happening again. In short, they ... READ MORE

Toyota’s decision to halt sales and production of eight of its 10 best-selling models in North America is a costly course of action. But it’s a step the automaker – and the U.S. Department of Transportation – felt was necessary to reassure consumers. The temporary shutdown sent Toyota shares tumbling nine percent on the New York Stock Exchange and erased $13 billion in market capitalization. With rental car companies pulling Toyotas from their fleets, competitors acting ... READ MORE

Last week, Jerry Levin, the former CEO of Time Warner, did an extraordinary thing. In discussing Time Warner’s failed merger with AOL during an appearance on CNBC, he took full responsibility for presiding over what he called “the worst deal of the century.” In so doing, he provided a template of effective crisis leadership that is worthy of study. “I take responsibility,” Levin said. “It wasn’t the board. It wasn’t my colleagues at Time Warner. It ... READ MORE

The news that Gilbert Arenas has reached a plea agreement related to felony gun possession in the District of Columbia comes as little surprise. Since news first broke that guns were involved in a locker room confrontation between Arenas and teammate Javaris Crittendon, legal consequences have been all but a foregone conclusion. Of course, there’s been a hefty reputational price to pay as well – and thus far, Agent Zero has done little to stop ... READ MORE

Lost amid the recent media frenzy surrounding Tiger Woods and Gilbert Arenas is the story of Mary Anne Catalano – who, according to anonymous sources cited by The New York Times, has told the F.B.I. and other investigating agencies that her boss, Dr. Anthony Galea of Toronto, provided professional athletes in the United States with human growth hormone (HGH) and other purported performance enhancers. While Catalano’s tale might not be as sensational as reports of extra-marital ... READ MORE