PR guru shares tips to saving your brand from a crisis

May 19, 2017

Ellen Hartman, CEO of Hartman Public Relations, taught the attendees of this year's Restaurant Franchising & Innovation Summit in Dallas about the importance of having a risk-management plan. Key steps, however, to defusing any negative event, from a food safety issue to a security breach, is to be transparent and issue a sincere apology.

"The quicker you make it, the faster it goes away," said Hartman, who has worked for Olive Garden, Popeyes, Church's, Arby's, Coca-Cola and the National Restaurant Association.

"Don't not speak because of legal concerns," she said. "That's a sure way to lose in the court of public opinion. Never say the words, ‘no comment.' It makes you look guilty."

Watch her presentation below.


Topics: Insurance / Risk Management


How Which Wich founder balances tech with human interaction

Which Wich Founder Jeff Sinelli is cautious when it comes to rolling out technology, only deploying it when he has first taken care of the human element of the business.

C-Speak: Mobile reaches the tipping point

Fishbowl's chief analytics officer shares tips on how brands can offer an upgraded experience while also gaining valuable insights to help them market to customers.

Sponsored by: Fishbowl

Pie Five, Pizza Inn exec on why training has evolved

Mary Barker, VP of human resources at Rave Restaurant Group, talks about how the brand handles training.

Why Moe's is focused on adding tech to support delivery, catering and back-of-house functions

‎Bruce Schroder, president of Moe's Southwest Grill, chats about how the brand uses technology to drive sales.

Video: Panera creator puts talents behind CoreLife Eatery

Panera's former chief concept officer, Scott Davis, discusses why he thinks he'll hit another homerun with CoreLife Eatery.

C-Speak: Is your audit program helping you attract customers?

Watch this video interview with a foodservice expert to learn why so many audit programs fail and what brands should know when searching for, designing and implementing their own plans.

Sponsored by: Steritech

Wahlburgers CFO: 'We're not just a celebrity concept'

Wahlburgers CFO Patrick Renna talks about the brand's plans of opening 500 units worldwide.

Video: How Crushed Red's thriving dinner day-part drives site selection

Powell Kalish, the concept's chief development officer, sat down with FastCasual's Cherryh Cansler to describe how he chooses sites for the pizza and salad concept.

Which Wich CEO: 'Old is gold'

Which Wich CEO Jeff Sinelli believes in technology but not at the expense of human interaction.

Arby's franchisee weighs in on brand's 'tech tolerance'

COO Bo Davis discusses how he uses technology to keep employees engaged.

Cowboy Chicken CEO talks about what keeps him awake at night

Sean Kennedy, CEO of Cowboy Chicken, discusses how he's growing his 22-unit brand.

Video: Mooyah VP chats about brand's cash infusion from new owner

Natalie Anderson Liu, Mooyah's VP of marketing, chats with Cherryh Cansler about how the cash infusion from the chain's new owner, an Affiliate of Balmoral Funds LLC and Gala Capital Partners, will help the brand grow.


Related Content


Latest Content

Get the latest news & insights


NEWS

RESOURCES

TRENDING

FEATURES

TOPIC CENTERS



Featured Topic