by Maverick Steffen on 12/9/2023

In the wake of the recent incident at Farley's Coffee in California, where staff members were captured on video making anti-Israel comments and blocking a customer's access to a restroom, businesses can learn valuable lessons in media crisis management. This situation, which led to several pages of negative Yelp reviews as of December 8, 2023, underscores the importance of being prepared for such crises.

Don't expect to sleep for about 24-48 hours--it's all hands on deck!

1. Immediate Response Plan: It's crucial for businesses to have a media crisis plan. This should include having readily available contact information for media outlets to swiftly issue a press release or statement. Timeliness is key in addressing any crisis publicly, ensuring your side of the story is heard as early as possible.

2. Crafting a Careful Response: Whether it's an apology or another form of response, the wording is critical. It should be empathetic, sincere, and reflect a commitment to rectify the issue. 

In Farley's Coffee's case, their apology and promise of ongoing staff training showed an attempt to take responsibility and address the underlying issues.

3. Engaging with Online Platforms: Immediately notifying platforms like Yelp and Google is essential. These platforms can assist in monitoring and managing inappropriate activity on review sites, which can spiral out of control in a crisis.

4. Internal Communication and Training: Ensure that all staff members are aware of the potential ramifications of their actions in public spaces, especially in customer-facing roles. Ongoing training about company values and crisis response should be a priority.

5. Monitoring Social Media: In today's digital age, social media can both fuel and resolve crises. Keeping a close eye on social media channels can help companies quickly identify and address issues as they arise.