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Top Takeaways:


“One of the crisis ready rules is always assume there is video.” – Melissa Agnes “A fast response is the best response if it’s an emotionally intelligent response.” – Melissa Agnes “What does ‘no comment’ say? ‘No comment’ says we don’t care about you enough to put you first, to communicate with you.” – Melissa Agnes “People understand laws, they understand regulations, they understand restrictions. What they want to know is that you care.” – Melissa Agnes


Melissa Agnes is a leading authority on crisis management and preparedness. Her book, Crisis Ready, published in March 2018, details how organizations can implement a crisis ready culture. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. What does it mean to be “crisis ready”?
  2. What is the difference between an issue and a crisis?
  3. What is a crisis response penalty?
  4. How can your business prepare for a potential crisis?
  5. How do you become crisis ready for something that has never happened before?
  6. How long should you wait to respond to a crisis?
  7. Is it ever okay to say, “no comment”?

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