Findus find themselves in the 1980s

Findus seems to be a brand stuck in a time warp - their products, their packaging and their crisis management strategies seem to have changed little since the 1980s.

Great article on The Drum about how media have moved on while Findus' methods of dealing with crisis have not. Where once a brand could weather the storm and wait for the waves of negative publicity to die away, now social media fuel ever enlarging ripples of rumour, rage and recriminations.

Here is Findus' response:

"We understand this is a very sensitive subject for consumers and we would like to reassure you we have reacted immediately. We do not believe this to be a food safety issue. We are confident that we have fully resolved this supply chain issue.”

Findus were aware of the issue in their supply chain for days before it became a crisis for them in the media (python crisis), while Tesco had much less time to react (cobra crisis) yet Tesco responded rapidly and proactively.  Findus almost blame consumers for being 'sensitive' by implying that they do not share the concerns, and fail to state what they are DOING about the issue. Contrast this with Tesco's apology, published in national newspapers at great expense. Note their acceptance of responsibility - while still fairly implicating the supply chain - and their explicit promise of action. Note how they invite two-way dialogue in person, in store. Tesco went on to set up a Facebook page and continue to create dialogue. This is crisis management in the modern age.