Man U are a Good Leader: Owning a PR Explosion

Think of your worst day in the office. Yep you really screwed up, a sinking feeling that even Bondi Rescue or Mitch Buchanan  couldn't save you from (Baywatch...Hasselhoff...c'mon you have at least watched an episode) ... Have you got it? Now multiply it by 1000 possibly 2000 ... ok now imagine 100 news cameras just feet away from your face as you explain what you did...Shame on you. Now think, the error of your ways is going to go big. It's going to be shown on every news channel and platform in the land. Oh, god.

So I am guessing you read the news yesterday. Chris Reid, MD of Security Search Management and Solutions Ltd was doing a training exercise at Manchester United's home ground, Old Trafford and left a replica pipe bomb in the cubicle, which remained undiscovered until game day. Bomb discovered, emergency evacuation, game called off and cost Manchester United a footballer's wedding bill... ￡3 Million. Read the article and watch his statement here.

I don't want to be dismissive of what must have been a harrowing evacuation at the time it was unclear that the bomb was actually a training device. But once the dust had settled, I was genuinely gutted when I saw the front of the Metro yesterday morning. Not because the game was called off (I'm a Rugby fan in any case), not even for the Bournemouth fans that had to return early to the smuggiest sunniest town in the UK, nor for the father and son who had travelled from America to realise a dream of seeing their team play at Old Trafford (although that was pretty rough). I was gutted for Chris Reid.  The wolf pack that is the British Press were in frenzied, drooling delight that such a public 'fail' had taken place. The story for me quickly turned to admiration however. I dont think anyone would've wanted to be in this mans shoes. He simply took ownership and complete responsibility for his quite catastrophic mistake. Let's be honest, not many of us would have had a worse day at the office in our professional lives.

So here is why I think, Chris Reid showed exemplary leadership qualities in a time of professional and personal crisis. 

He took ownership of the problem without fear or excuse - Reid had no intention of finding an excuse. He stepped out in the most public of forums and fully explained the events leading up to the error. In the process, he took the burden away from any other person that could have been blamed, including those responsible for sweeping the ground for security threats prior to the game.  Furthermore, in a period of extreme stress he did not show fear. 

He dealt with the problem quickly and decisively - With the finger pointers out this issue was only going to snowball. Rather than bury his head in the sand he made a decision to make a statement quickly and curb speculation. 

He was authentic  - We are used to seeing pathetic apologies being banded about by politicians with little substance or emotion. Despite reading from a prepared statement it oozed authenticity. He was obviously proud of his record working in security since 1985 and it's obvious that the blemish to that record cut deep. 

He found praise for others - A leader in good times and bad continues to give praise where it's due. In his statement he went beyond the call of duty to absolve his fellow staff  and profession as a whole.  He held them up in the limelight as people who should be respected for their capabilities and competence in saving lives.

All in all a man of integrity that made a big mistake after many years of service to ensure the safety of the public. A great example of how a leader should deal with a crisis. And if I ever needed Security Services in the future I am choosing his company. I don't think he'll leave a stone unturned!

Such a great bloke he even took the heat off the Luis and the boys at Man U having to take ownership of a dismal season for another week!