Mar 18

How would YOU motivate Boeing’s battered, bloodied and bewildered workforce?

Following the introduction of a Next-Gen Airbus in 2010, Boeing reportedly rushed production of the 737 Max 8, a more powerful and fuel-efficient upgrade of the existing 737, without providing ANY flight simulation training to unaware pilots soon to be situated in the cockpits of the new plane. Boeing, if the implications are borne out, knowingly sent unsuspecting pilots, flight crews and passengers to their deaths.

In fact, according to this New York Times piece, flight training on the 737 Max 8 won’t even be available until 2020 at the earliest (assuming the plane is eventually cleared to fly again).

While it’s obvious why the world’s press is fixating on what Boeing knew and when they knew it, I couldn’t help but think what it must it be like to be one of the Boeing rank-and-file who, until the two recent air disasters, felt justifiably proud of their corporation’s mastery of the skies. Seeking insight, I turned the Repman flight controls over to Ann Barlow, president of Peppercomm’s West Coast office, resident employee engagement expert and, ironically, a one-time baggage handler for People’s Express.

Here’s our exchange:

1.) If you were Boeing’s chief human resources officer (CHRO), what would you being doing right now?

Let me say first that we are feeling for Boeing employees, knowing that this must be a difficult time. I also believe their CHRO is a highly experienced and accomplished professional who’s spent much of her career in aviation.

But if I were in her shoes, I would want to ensure a few things:

  • A commitment by senior leadership to be open, humble and empathetic with employees.  Legal will understandably want to tightly control what is shared, but demonstrating a reasonable amount of transparency and humility could keep talented employees from heading for the exits.
  • That managers create time and space for employees to talk with one another about what happened and how they are feeling. That means carving time out of regularly scheduled meetings, or providing extra break-times, to allow people to connect in person and via video.
  • Use more formal channels to share information and inspiration from leadership – town halls, internal social media and other platforms, plant meetings, etc.
  • That we offer employees guidance on what to say to friends and neighbors when asked about the accidents and the aircrafts’ safety.
  • Keep pulse-checking with employees to understand what they know, think and feel.

2.) How concerned would you be about retaining your current talent and, critically, continuing to attract the best and brightest engineers, designers and scientists from the top colleges and universities? What steps would you take right now to assure neither occurs?

It depends whether leaders are open and humble, especially when it comes to making necessary changes. If they aren’t, I’d be worried about turnover across the board, not just among the most elite talent. I wouldn’t relish the prospect of attracting new talent, either. And I’d know how hard it would be to motivate employees still on the job.

3) How would you arm Boeing’s employees to deal with questions from families and friends alike who ask how they could possibly work for a company that allowed a flawed jet to stay in use?

Employees probably won’t feel like wearing their Boeing-branded hoodies and caps in public. It’s only natural, however, that they get questions from their circle of friends and family. If armed with both facts and guidelines, employees can at least feel more confident answering questions. And while their job isn’t to rehabilitate the company’s image, properly equipped employees can actually help convey information and rebuild some goodwill.

There you have it. So how would you answer my three questions if you, and not Ms. Barlow, were Boeing’s CHRO?

Mar 08

McKinsey embraces transparency (sort of)

You know the business world is changing when a highly secretive firm like McKinsey opens the kimono and actually addresses the myriad scandals that have befallen the firm in the past year.

As you’ll read in this Fortune column as well as a more in-depth Q-and-A that’s embedded in the piece, McKinsey’s top partner, Kevin Sneader, has ushered in a new era of authenticity and responsibility by sending a letter to employees acknowledging “mistakes” and “learning from those mistakes.” We shall see if either promise becomes reality.

I’ve blogged about McKinsey’s high-profile missteps in South Africa, Saudi Arabia and elsewhere. Each also received massive coverage in the New York Times. But in each Times article, one needed a magnifying glass to find the briefest of statements from a McKinsey spokesperson that either admitted wrongdoing or spoke to how the firm would avoid committing such transgressions in the future.

If you believe what he says, Sneader promises the Nixonian-like secrecy will change, beginning from the inside out.

That’s critical since, if partners and employees believe they can continue to engage in shady, unethical or illegal behaviors and not suffer consequences, nothing will change.

That said, if you take the time to read Sneader’s responses to Fortune’s Adam Lashinsky’s questions, you’ll shake your head at the double talk, obfuscation and evasiveness. But, hey, the longest journey begins with a single step.

It remains to be seen if the Fortune interview was an experiment to test the transparency waters or the beginning of a new era of authenticity in the strategic consulting world.

I hope that, for McKinsey’s sake, they will stay the course and begin to admit mistakes, change policies and, yes, apologize for their wrongdoings.

In the long run, McKinsey may have no choice since, as Fortune CEO Today columnist Allan Murray writes: “More than ever, business leaders need to step up and show their actions are benefiting society… and admit they make mistakes.”

Fortune 500 C-Suites are still dominated by executives who choose silence over authenticity. But employee activists and consumers alike have made it clear they will no longer work for, or buy products from, companies that aren’t contributing to society at large. “These groups are increasingly challenging companies large and small to put purpose ahead of profit,” says BrandFoundations Chief Brand Architect Steve Goodwin. “It’s one of the primary reasons we’re partnering with Peppercomm to deliver a one-day ‘Purpose-Way-Impact’ workshop that helps organizations crystalize their most powerful “north star” foundational messages in a way that the stale, old ‘Mission-Vision-Values’ construct simply can’t match. It’s the perfect ’tip-of-the-spear’ for Peppercomm’s StandSmart offering.”

Organizations that continue to cover-up misdeeds may eventually win in court, but they most certainly will lose in the court of public opinion.

Jan 16

It’s a close shave

No matter how one analyzes Gillette’s controversial new campaign “Is this the best a man can get?” it’s fraught with uncertainties. And it most certainly has further divided an already divided country.

Truly the best a man can get?

First, though, a tip of the hat (or razor) to Gillette’s management for having the courage to double down on its purpose and values. But have they? Or is the campaign a mere ploy or stunt as some detractors claim whose only goal is to drive sales?

I think there are several factors to weigh when analyzing the Gillette campaign:

1) Is alienating a significant percentage of the male shaving market worth the risk of taking a stand and saying the right thing? We asked that very question of 50 CCOs and CMOs we interviewed in a joint research study with the Institute for Public Relations.

One CCO, who managed a global manufacturing company’s marketing spend, echoed the comments of most when he stated, “No matter what you say you WILL alienate a percentage of your stakeholders. I’d much prefer to go on record and double down on our purpose in the wake of a societal crisis than remain silent.”

2) Consistency: Nike’s outstanding campaign featuring Colin Kaepernick won countless awards and witnessed a serious uptick in sales. But, as bold as it was, Nike’s campaign was consistent with its track record (pun intended) of partnering with controversial, outspoken athletes. As a result, the campaign was authentic to the core. Gillette has no such track record and, as the WashPo article indicates, has long profiled macho men in previous campaigns. So, there’s no sense of continuity in my mind. The campaign was a complete 180 for the brand. I think that’s why, when the dust settles, Nike’s post-Kaepernick sales increase will far surpass that of Gillette’s.

3) There but for the grace of god go I. Suppose, just suppose, that Gillette management should be accused of a #MeToo scandal of their own?

That scenario played out in the months following BP’s launch of its “Beyond Petroleum” campaign, extolling their multiple contributions to the environment. Sure enough, a few months later, BP found itself at the epicenter of the Gulf oil spill disaster (and became the butt of endless late night talk show host jokes).

When they said, “think outside the barrel,” I don’t think they meant the Gulf Coast.

I do hope that, in Gillette’s case, HR has done its due diligence to ensure there aren’t any 15 or 20-year-old harassment claims against the current executive team. If such an event were to unfold, it would be beyond catastrophic and underscores the risks a brand takes when it creates it own societal crisis by taking a stand on a societal crisis.

We live in a brave new world littered with myriad societal minefields ranging from illegal immigration and mass school shootings to environmental roll-backs and, yes, #MeToo scandals.

Taking a stand in the immediate aftermath of a societal crisis is the right thing for a purpose-driven organization to do.

It remains to be seen if Gillette’s gamble to create a crisis within a crisis will play out the way they hope.

 

 

Nov 14

Sandusky, Ohio’s PR challenge

1849658501pLet’s suppose for a moment that your name is Daniel J. Kaman. For the past seven years, you’ve been president of the city commission of Sandusky, Ohio. During that time, you’ve no doubt had to deal with all the things city commissions deal with: taxes, infrastructure, tourism and attracting business to the city. Then, in the waning months of your seven-year term, boom! The earth, the moon and the sky itself suddenly fall on your shoulders. Your city’s name is front and center, day-in and day-out, right smack in the middle of the year’s uber crisis: The Penn State University scandal.

Can you imagine a worse image and reputation challenge? How do you deal with the fact that your city’s name is now synonymous with one of the worst alleged pedophiles in American history? What do you do?

I’d suggest several options for Mr. Kaman and the city commission’s consideration:
-    Ignore the crisis completely. Your terms end on 12/31/11. Let the incoming commission deal with the image and reputation fallout.
-    Call together the best image and branding minds in the city, county and state and brainstorm new and different ways to position the city’s outbound marketing.
-    Change the city’s name. This is a big deal though since, in 2018, Sandusky, Ohio, will mark its 200th anniversary.

I’d opt for the third choice if I were in Mr. Kaman’s shoes. Like it or not, his city’s name creates insurmountable business challenges. To wit:
-    Can you imagine some Mid-West husband shouting upstairs to his wife, “Hey honey, let’s bring the kids to Sandusky this summer!” Just placing the words Sandusky and kids in the same sentence sends shivers up and down this blogger’s spine.
-    Or, how about a CFO and risk manager making this recommendation to their CEO: “Sir, we’ve conducted our due diligence and made our choice. We believe it’s in the best interests of Moed, Moed & Birkhahn to move our corporate offices to Sandusky, Ohio. Yes sir, we’re aware that Jerry Sandusky is the Jack the Ripper of modern times, but we believe the tax breaks and local community environment outweigh the fallout we’d receive from every one of our constituent audiences.”

The city has to change its name. But, they can do so in a smart and strategic way.

I’d counsel Commissioner Kaman to involve Sandusky’s citizens in the name change exercise. Create a microsite that is linked to the city’s website and invite local kids, parents and seniors to contribute names. Or, maybe Kamen is a revenue-driven guy and decides, instead, to approach a technology or Web 2.0 company and offer his city’s naming rights for, say $1 million? Maybe Sandusky, Ohio, becomes Godaddy.com, Ohio? I have to believe those Godaddy types would love this sort of negative buzz.

Whatever he does, I do hope Mr. Kaman does something. The name Sandusky will be forever linked in the minds of Americans to pedophilia, cover-up and disgrace. And, what city wants to have to deal with that albatross when trying to market itself?

Nov 07

What did JoPa know and when did he know it?

No one's smiling in Penn State University's Happy Valley today. Long-time assistant coach Jerry Joe-PaternoSandusky has been accused of 40 counts of inappropriate contact with eight young boys, ranging from touching to statutory rape.

If he's found guilty, the Nittany Lions coach may spend the rest of his life in jail. And, two other PSU officials have resigned in the shocking scandal's aftermath.

The really big questions, though, are swirling around legendary PSU coach Joe Paterno (or, JoPa, as he's affectionately known). The winningest football coach in Division One history says he was told about the allegations in 2002 and passed them up the food chain, but that's it. Pretty weak, no?

I think JoPa's in denial. I think the head coach knew about Sandusky's hijinks all along. And, worse, I think he helped cover it up in a Nixonian bid to maintain his power base (clearly, the guy has no interest in ever retiring).

Paterno certainly had the power and motivation to cover-up the scandal if he chose to do so. After all, Sandusky was his top lieutenant for decades.

Regardless of what he did or didn't know, JoPa's legacy will be forever tainted by the Happy Valley scandal.

And, depending upon how aggressive top school officials are in admitting fault and implementing change, the university itself may be likened to a collegiate version of The Vatican. Maybe the school will even take a page out of the Church's play book and blame others for its own sins (i.e. “Sadly, Assistant Coach Sandusky is yet another victim of the sexual liberation that pervaded the 1960s.”).

For the sake of the school's image, if not his own, Coach Paterno needs to come clean and answer two basic, Watergate-inspired questions:

– What did JoPa know?
– And, when did he know it?

His answers will determine whether the sex scandal is an unfortunate footnote to JoPa's legendary career or college coaching's version of Watergate. If the latter proves to be the case, I wonder if David Frost might be interested in a sequel? Nah. 'Frost: Paterno' doesn't have the same panache.

Nov 01

Guiding the guides

I look up to mountain guides. Literally. I've climbed rock, ice and alpine routes all over the world, following the leads of such terrific guides as Art Mooney, Miles & Liz Smart, Mark Chauvin and the incomparable Vern Tejas.

P1030...093So, when Betsy Winter, executive director of the American Mountain Guides Association recently asked me to discuss branding, marketing and crisis communications with the board, I was only too happy to oblige.

While the AMGA prides itself in providing exceptional climbing experiences as the "premier source for training, credentials, resource stewardship and services for U.S. guides and instructors," they face a few image and reputation challenges:

1) The media rarely call for comment, except in the aftermath of a climbing fatality.

2) Individual members rarely plug their AMGA certification or the need for more certified AMGA guides in order to ensure safe climbing.

So, I walked the board (all dressed as if they were ready to lead a nine pitch climb up one of the Gunks' legendary walls, BTW) through a branding and crisis primer this past Sunday afternoon.

I explained that media objectivity has become something of an oxymoron thanks to downsizing, the rise of younger, lower paid, less objective journalists and the voracious appetite of the 24×7, 'if it bleeds, it leads' media beast.

I told them it was their responsibility to shape positive stories and position themselves as thought leaders who could be ongoing sources for such stories as outdoor vacations, fitness, and preserving our remaining wilderness and parks, etc. I told these aggressive, mountain men and women it was time to focus some of that same can-do spirit into generating positive press for the AMGA.

I also walked them through the basics of crisis communications, the importance of admitting fault (if true) and viewing every crisis, no matter how bad, as an opportunity to reinforce the AMGA safety principles (since most accidents occur when climbers attempt foolish routes without a certified AMGA guide to lead them).

West Coast guide Mark Chauvin may have asked the best question of the session when he sighed and said, 'Steve, how do I get the media to stop calling me ONLY after accidents occur and start calling me to talk about the many great aspects of climbing?"

I responded by demonstrating the ways in which to build a story, the critical importance of data and trends, and discussing the media's infatuation with human interest stories. I suggested he lead climbs of interested groups who, perhaps, might be comprised of cancer survivors, the sight challenged or even wounded warriors who served in Iraq and Afghanistan. Provide a lazy, local reporter with a neatly tied feature package like that and you'll receive a positive article in return, I promised.

Finally, I answered the board's fundamental question about why so many member guides aren't participating in the AMGA's publicity efforts. I responded by saying: “You've got to answer their ‘What's in it for me?’ question.” When a call comes into AMGA headquarters from a national reporter, I said, suggest he or she also interview one or more of your certified guides. Then merchandise those results back to ALL members. Once they see their peers being quoted in an AMGA feature, member guides will be only too happy to mention the AMGA the next time a local reporter calls them.

And, what did I charge for this advice? Some branded merchandise, of course. And, Betsy Winter obliged by handing over a sweet AMGA-branded climbing jacket. That's when I made my offer to the entire board: “Call me anytime you have a question or find yourself knee deep in a media crisis. I'll be only too happy to help as long as there's some SWAG headed my way.”  Hey, everyone has a price. Even Repman.

Aug 25

We need a Fifth Estate

Sky-is-falling-2 This country sorely needs a Fifth Estate to police the Fourth. Whether it's new, sports,  entertainment or, as is the case this week, weather, the media beast increasingly opts for hyperbole and superlatives over objectivity and balance.

Take local New York media. Please. They're in seventh heaven at the moment; basking in the afterglow of a 5.9 magnitude earthquake and bracing for the approach of a category three hurricane.

Not content to report mere facts, local news and weather reporters have been routinely going for the jugular.

Consider this near verbatim conversation I watched live on one of the local channels:

Anchor: "To repeat, New York has just been hit by a 5.9 magnitude earthquake whose center was in Falls Church, Virginia. Ron Mieth is at the corner of 42nd and Third right now. Ron?”

Ron: "Thanks Tim. I'm with Rebecca LargeCalves, who has an amazing story to share. Rebecca, where were you when the quake hit?”
Rebecca: “Getting out of a cab.”
Ron: “Tell us what happened.”
Rebecca: “I got out of the cab”
Ron: “And…?”
Rebecca: “I felt something.”
Ron: “The quake.”
Rebecca: “Yes.”
Ron: “Were you scared?”
Rebecca: “No.”
Ron: “Did you think to yourself, uh oh, another 9/11?”
Rebecca: “No, but the cabbie said something like that.”
Ron: “There you have it, Tim. More than one New Yorker wondering if today's quake was the start of yet another 9/11 attack. Now back to you in the studio.”
Tim: “Wow. And, of course the 10th anniversary of 9/11 is just days away. Well, stay safe Ron.”

Then, this morning there was this irresponsible banter on a local good morning show:

Anchor: “Now here's meteorologist Hiawatha Habitat with news of what appears to be New York's second major wake-up call from Mother Nature in less than a week. Hiawatha?”
Hiawatha: “That's right, Walter. We have a category three hurricane that, if it stays on course, will slam into New York beaches sometime early Sunday morning.”
Anchor: “Good lord. Considering Manhattan is at sea level, are we looking at another potential Katrina situation here, Hiawatha?”
Hiawatha: “Walter, meteorologists are trained to never say never.”
Anchor: “Understood. City building officials have to be losing sleep worrying how well our earthquake-weakened structures will withstand this new threat. Thanks Hiawatha and please keep us posted on this developing mega threat!”

This sort of fear mongering drives ratings. And the corporations who own nearly all the major media outlets are driven by the bottom line. As a result, superlatives and hyperbole increasingly rule the airwaves.

We need a Fifth Estate to hold the Fourth one accountable. But, who does it and how? And, how do we avoid a State-controlled media if we do have another entity step in? I'd ask more unanswerable questions, but I think I just spied a tornado over Fort Lee bearing down on 470 Park Avenue South. I can't wait to hear the hype on this one!

Jul 20

From ambassador to vigilante

When United and Continental merged, the move was accompanied by the usual marketing hoopla.  AaaaaaaaaaaaE-mails promising 'increased efficiency,' 'greater service,' and 'expanded routes' were routinely pushed to this long-time Continental customer.

But, almost immediately, I noticed a slow, but steady, deterioration. First, my long-time Gold Elite status simply disappeared with no explanation whatsoever. Then, my regular routes began experiencing far more delays than before.

But, the real clincher occurred over the past few days as I attempted to fly home from Portland, Maine, to Newark.

My original flight was scheduled to depart at 1pm on Monday. At about 6pm Sunday evening, though, I received a trip alert e-mail notifying me the flight had been canceled. No explanation was provided. A second e-mail followed shortly thereafter. It provided a URL and 888 number for me to call "…with any questions." I had a question all right, "How the hell was I supposed to get home?"

We dutifully called the number provided and, after the usual 15-minute wait and countless bilingual prompts, we reached a live person. She told us she'd book us on the next available flight from Portland to Newark. The scheduled departure time was now 7pm on Monday night. Oh, she said our original flight had been canceled because of weather. Yeah, sure.

Once I arrived at Portland airport on Monday afternoon, the Continental trip alerts began pouring into my blackberry. They said the originating flight was late departing Newark, but would only be delayed by five minutes. No, make that 35 minutes. No, wait, make it a full hour. Oh never mind, the plane just arrived. We were told by a gate agent to board immediately so as not to lose our departure slot. Yes ma'am. Will do, ma'am.

The pilot apologized for the delay, but promised the flight would be '….a very short 59 minutes.' About 90 minutes later, the pilot sighed and said, 'Ah, ladies and gentlemen, you may have noticed we've been circling for the past half hour.' Damn straight I'd noticed. I was tired and hungry and wanted to get home pronto. The pilot explained that '…weather at Newark had deteriorated and that we had about 20 more minutes of fuel.' Now, that was comforting to hear. What would happen when the fuel ran out? Would be asked to flap our wings?

The pilot came back on the P.A. a few minutes later to tell us we were being diverted in order to re-fuel. Nice. So, now, instead of being home at, say, 3pm Monday afternoon I was, instead, parked on the always scenic Albany, NY, tarmac at 10 pm.

We eventually arrived home at midnight, some nine full hours later than originally planned.

As I deplaned, I noticed the countless placards and banners boasting about the United/Continental merger. They all said the same thing: 'It's not who's merging that's exciting, but what's about to emerge.' Ha! I can tell you what's emerged: a third rate airline that can't get its act together.

Sadly, Continental is just the latest in a long line of brands that promise one sort of experience but deliver a totally different one. As a result, I've gone from being a brand ambassador to a vigilante.

So, caveat Continental. I'll be gunning for you, or United, or whatever it is you're now calling that steaming mess of a merged airline. Keep messing with me and I'll keep spreading news about your delays, disingenuous explanations and diverted flights.

Epilogue: when we met our driver at Newark Airport, he asked what had happened. I told him Newark Airport had been closed because of severe weather and we'd been diverted to Albany. 'Severe weather?' he asked incredulously. 'It hasn't rained a drop here all day long.'"

Jul 12

Nothing to Bloody Smile About

Today's guest post is by Peppercommer (and UK citizen) Carl Foster.

As the world’s preeminent media mogul, you might expect Rupert Murdoch to have this public relations thing down pat. Evidence would suggest otherwise. NOTW

Let’s ignore the fact that Murdoch-owned News International has ignored the standard PR crisis modus operandi of ‘tell it all, tell it early’. When an investigator working for Britain’s largest selling Sunday newspaper, The News of the World, was jailed in 2007 for hacking into the phones of royals and celebrities, the News International hierarchy must have known that this was just the beginning. Coming clean was never on the agenda though and the level of institutional obfuscation, with thousands of deleted emails, is only now becoming apparent. For News International, and its parent company, News Corp, ‘tell it all, tell it early’ became ‘tell nothing and circle the wagons’.

Anyway, back to the here and now. Much was made of Murdoch flying to London to take charge of the crisis, a crisis that has ballooned from hacking the phones of celebs to that of a murdered schoolgirl, families of soldiers killed in Iraq and possibly even the families of 9/11 victims. So, when Murdoch’s plane touched down you’d think it would be an ideal chance to make a short statement about sorting this mess out. But no. Instead, the evidence of his presence in Britain was a sneaked snapshot of him driving away from the airport looking like the man from Del Monte.

Next, Murdoch went to his Mayfair apartment to meet Rebekah Brooks, the editor of NOTW at the time of the alleged hackings and now chief executive of News International. Murdoch and Brooks are close; according to The Economist they share an almost familial bond. It is understandable they would want a tête-à-tête before heading into the breach, but the meeting was badly managed.

First, they met in Mayfair. In the British version of Monopoly, Mayfair is the last place on the board before you collect your £200. Nothing like reinforcing the image of being an elitist.

Second, when they emerged they were dressed with all the gravity of a Sunday afternoon game of bowls in Henley-on-Thames. When an investigator working in your name hacked into the cell phone of a missing schoolgirl and deleted messages, which gave hope to her parents that she was alive when in fact she was dead warrants at least a tie, don’t you think?

Third, they are smiling! Bloody smiling!

Fourth, and this is the clincher, with thousands of people all over Britain wondering what intrusion might have occurred in their worst moments of personal tragedy, Murdoch was asked what his top priority was. Punishing those responsible? Giving what compensation might be possible to those affected? No. His answer? ‘This One’, referring to Rebekah Brooks.

This story has got a long way to run. Some are calling it Britain’s Watergate. Whatever the case, News International should try and avoid making matters worse for itself with poor public relations.

Jun 09

A tale of two crises

This is a tale of two crises. One was handled flawlessly. The other was badly bungled.

The first dominated yesterday's PR news world and concerned the ill-advised attempt by Delta Airlines to charge returning Afghanistan veterans $200 for their extra bags. Ugh.

A social media savvy vet captured the unfortunate and oh-so-unnecessary airport confrontation between the vets and the “Sorry sir, but rules are rules” airline worker. He posted the video on YouTube and it spread faster than Anthony Weiner's nude pics.

In the blink of an eye, Delta suddenly had a 747-sized crisis on its hands. But, that's when the airline turned on the after burners, fastened the seat belts and weathered the increasingly bumpy ride. A Delta blogger, identified only as Rachael R (is Rachael Ray moonlighting?)  quickly posted an apology AND announced an immediate change in the airline's baggage policy for traveling U.S. military personnel. A simple, yet brilliant move. Crisis averted. Delta and the vets can move on. And, Rachael R. can get back to her cooking.

Now, compare Delta's response with the Bank of America's incredibly, ham-fisted mishandling of a Florida couple's mortgage payment.

Warren and Maureen Nyerges had purchased their foreclosed home outright.   However, while on a foreclosure frenzy, BofA decided the property’s foreclosure was still in force and past due.  So, the bank went on with their foreclosure on the hapless Nyerges. With no other recourse, they hired a savvy lawyer who turned the tables on the bank in a brilliant legal maneuver that would impress even the legendary Mike Lasky of Davis & Gilbert fame.

The couple's lawyer proved the home was free and clear and demanded the bank pay their $2,500 legal fees. BofA refused. So, get this, the lawyer got a court order to go to the local bank branch and take possession of their furniture. Ya gotta love it!

Sheriff deputies and a moving van showed up at the bank. But, the brain-dead BofA branch manager STILL wouldn't comply. It took a full hour before he finally gave Mr. & Mrs. Nyerges a check for $5,772.88 as restitution. This local news clip below is a MUST SEE and should be included in any crisis planning workshop.

 

Did BofA issue an explanation, an apology or announce a change in their foreclosure policy? Nope. There wasn't even a peep from the massive financial institution.

So, here's an idea. Since BofA has shown itself so inept at managing crisis communications, why not outsource the function to the Delta Airlines team? I'm sure the ailing airline could use the incremental income and Bank of America desperately needs competent PR counsel. Hey, maybe BofA can even convince Delta's Rachael R. to cook the Nyerges a special 'forgiveness meal.'