Think Airgas
Refrigerants
Your single source
for supply, service
and support.
Partner with the
Industry Leader!
Airgas Refrigerants is a
full service refrigerant
supply and reclamation
company providing
products and specialized
refrigerant services for
the HVACR industry.
We offer next day
delivery coast to coast
for all refrigerants,
including R- 22 and all
R- 22 replacements and
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available today.
The Airgas team of
refrigerant experts
provides on and off
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Think Airgas
Refrigerants, Your
single source for
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support.
Give us a call 1-800-473-3766
www.airgasrefrigerants.com
frequently used reputation-repair
strategies:
• Compensation/Provocation:
Management offers money or oth-
er gifts to victims as illustrated by
ConAgra’s donation of $100,000 to a
United Way fund for employees after
a 2009 explosion resulted in death
and injuries of ConAgra employees.
(A contractor had purged gas lines of
a new water heater without using a
detector.)
• Apology: Spokesperson indicates the
organization takes full responsibility
for the crisis and asks for forgiveness.
The antithesis of this is BP CEO
Tony Hayward’s words (“I’d like my
life back.”), which angered Gulf residents who were still stunned from
the death of 11 oil platform employees and a seemingly insurmountable
environmental disaster in their backyard. Organizations should be seen
as caring and sympathetic toward local residents, in this case those most
directly affected by an oil-rig explosion and massive oil spill.
• Accidental: Lack of control over
events can lead to improved policy
and procedures — as illustrated by
the March, 2010, fatal natural gas explosion at Kleen Energy, which lead
to the Chemical Safety Board cautioning natural gas power plants and
other industries against the venting
of high-pressure gas in or near work
sites. The procedure, although commonly used, is inherently unsafe.
Post-Crisis Review
In this phase, the company returns
to business as usual. Although the crisis
is no longer the focal point of manage-
ment’s attention, there is important fol-
low-up communication that is required
to either initiate or continue reputation
repair. Best practices to consider in a
post-crisis phase inclue:
• Delivering all information promised
to stakeholders as soon as infor-
mation is known: Failure to disclose
promised findings from internal in-
vestigation of cause of accident may
result in a lost of trust from public re-
sulting in possible closing of business
or relocation due to negative impact.
Ursula C. Mannix is the president of Mannix
Associates. She provides expertise and
consulting services to the HVAC industry
in the areas of change management, talent
management and executive coaching. She
can be reached at 910-315-2603 or info@
mannixassociates.com
