In one of the strangest events I've ever heard in the business world, the case of Louise Ogborn against McDonalds (MCD) for $200 million underscores the tremendous need for communication in any business.
Several years ago a phone call from someone saying they were a police officer told store managers at the time to strip-search an employee of McDonalds under suspicion of stealing something.
As mentioned here, Ogborn was told "to do exercises in the nude and perform oral sex on him (Walter Nix Jr). He also slapped her several times on her buttocks, at the direction of the caller, the records show."
When one of the managers involved was asked, "Didn't it ever dawn on you that this violated the sexual harassment policy?" The response was, "I was just minding my own business." That's a weird response to me. You can read the rest the story here.
The point I want to make is the entire case is being based around a number of hoax calls prior to this incident, which is alleged would have kept this unfortunate circumstance from happening.
In our marketing and businesses, it shows the absolute need to be have open and specific communication about anything that's important to the company; from promotions, to clarity, promises, among many things.
Communication is so important to any company, and marketing specifically, that I think it may be among the top three things that must be executed at the highest levels to ensure all aspects of a business and a compaign are operating correctly.
I think the majority of problems in marketing and business are centered around communication - or lack of it.
If there had been a stronger communication culture at McDonalds, there's no way something like this could have happened.
Think of this in all aspects of your business. Having a free flowing, open communication policy will do more to take care of problems than anything.
Even on our web pages, communicating in simple, open, consistent and precise ways will do more to take care of uncertainty and poor customer service than anything else.
Communication is vital, as this sad, but pathetic video of the circumstance shows below.
Video of Tragedy of Louise Ogborn
» Bizarre Case of Louise Ogborn Against McDonalds Nearing Completion from ManagersRealm
Louise Ogborn is suing McDonalds for $200 million in damages after being told to remove her clothing and be strip-searched by assistant managers on the basis of someone calling in and telling them they were a police officer.It was related... [Read More]
Tracked on: October 4, 2007 5:30 PM | Permalink to Trackback