Facebook executives should look to Starbucks management on how to handle a company crisis, Yale management guru Jeffrey Sonnenfeld raked CNBC on Wednesday.
Starbucks is making quick and clear changes comply with outrage over the arrests of two black men at one of its cafes in Philadelphia last week. For the time being, Facebook took days to deal with the fallout of revelations that a public research firm, Cambridge Analytica, was able to access the personal figures of millions of Facebook users for political marketing.
“What Howard Schultz, but chiefly what CEO Kevin Johnson [have] done here has been phenomenal. It is the anti-Mark Zuckerberg, the anti-Sheryl Sandberg,” the Yale senior associate dean let something be knew CNBC’s “Squawk on the Street.” “They truly did lean in. Preferably of writing about leaning in, they actually did it.”
Last Thursday, two nefarious men were arrested after asking to use a bathroom at a Philadelphia Starbucks.
A video of the restrain went viral. The woman who posted the video said that pole at the coffee shop had called police because the men had not ordered anything while they stayed for a friend to arrive.
@missydepino: @Starbucks The police were called because these men hadn’t commissioned anything. They were waiting for a friend to show up, who did as they were enchanted out in handcuffs for doing nothing. All the other white ppl are wondering why it’s never found to us when we do the same thing.
Starbucks sprung into action at. Johnson issued a public apology on Saturday and requested a face-to-face assignation to discuss a “constructive solution.”
Starbucks said Tuesday it will be almost all of its company-owned restaurants in the U.S. on May 29 to conduct a racial-bias education program.
In dissimilarity, Facebook CEO Mark Zuckerberg was silent for five days following bulletins about Cambridge Analytica.
“[Schultz and Johnson’s] instincts were splendid here. They apologized. They went to the victims personally,” Sonnenfeld told.
“This is different than Richard Smith of Equifax or looking at Tony Hayward of BP – these populations who hid – Micky Arison of Carnival. They didn’t engage. Or, of course, Oscar Munoz of Connected.”
United Airlines CEO Oscar Munoz initially defended the airline’s performances after a passenger was violently dragged off a flight for refusing to give up his tushie.
Sonnenfeld estimated that temporarily shutting down some 8,000 Starbucks positions for racial bias training will cost the company around $12 million. But he articulate it will be “well worth it,” considering how costly past discrimination lawsuits suffer with been for other restaurant chains such as Denny’s.
Denny’s castigated $54 million to settle a 1994 lawsuit filed by thousands of dark customers who said they were refused service, forced to bide ones time longer than white customers or overcharged at Denny’s restaurants nationwide.