Ripped from the headlines may be a new “problem” for the next case book! Burger King franchisee, after years of tacitly letting little old ladies (80 years old on average) park for the day once a month in the lot while they carpooled to Boston for the symphony and museum afternoon, decided to post “customer only parking” signs (for scofflaw teenagers). Consequently, the ladies (8 of them) got towed on their next parking incursion ($100 a piece — was $187 but tow operator cut them a deal).
Calls from media to store got response — “don’t know who owns business” . Calls to Burger King’s corporate offices — no response. Ladies, when interviewed, remarked: “We saw the new signs but have been doing this for years, besides parking lot is always empty!” Local owner (he/she does exist) calls you in for HELP! What do you do?
The Governor of NJ, a possible presidential contender in the next election cycle, paid his own toll this week for controversial action taken by his staff over closure of a busy bridge for nothing more than political payback.
His comments have been both praised and panned. What would you have recommend he say instead or in addition? Should “bosses” be held accountable for what employees/staff do or say? Shouldn’t management be responsible for setting the tone and expectations of behavior in their workplace? How would you counsel him or any other public (or private) leader on this issue for their organization?
The launch failure of the healthcare website was a huge hit to the confidence of the public. Now, as rollout begins of actual services, more problems will likely be encountered and highlighted by media and opponents. What would be your strategic counsel going forward? Why? How would you have re-aligned messaging early on if you knew what was to come? Can you “sell” benefits to get legislation passed and still keep expectations at reasonable levels?