Starbucks’ Crisis Public Relations Response To Date - Mike Paul, The Reputation Doctor? & Other Experts Comment

Excerpt from today’s 4/19/18 Washington Post re: #Starbucks #Crisis written by Jena McGregor: 

By Monday, Johnson sat face-to-face with the two men who’d been arrested in Philadelphia, as well as the city’s mayor and other officials. Though crisis communications adviser Mike Paul would have liked to see Johnson make that visit faster, he said it was ultimately the kind of human response the occasion called for. 

“When you have a highly flammable emotional situation like a racial crisis you must match it with a highly emotional solution in the opposite direction,” he said, rather than a “legal solution” or a “branding solution.” Speaking about Johnson’s interview on CNN Tuesday night -- the CEO appeared visibly shaken while speaking -- Paul said “when I see a CEO with my buddy [host] Don Lemon being emotional, it feels like he was honest.” Full story in the Washington Post is here: https://www.washingtonpost.com/news/on-leadership/wp/2018/04/19/anatomy-of-a-pr-response-how-starbucks-is-handling-its-philadelphia-crisis/