Creating A Crisis Change Management Checklist

Land the plane. If you’re in it right now, dealing with a missed goal, a major bug, a failed launch, or an angry keystone customer, this is for you. In a crisis, panic and confusion spread fast. Everyone wants answers. The team needs clarity and direction. Without it, morale drops and execution stalls. This is when great operators step up. They cut through noise, anchor to facts, find leverage, and get to work. Your job is to reduce ambiguity, direct energy, and focus the team. Create tangible progress while others spin. Goal #1: Bring the plane down safely. Here’s how to lead through it. Right now: 1. Identify the root cause. Fast. Don’t start without knowing what broke. Fixing symptoms won’t fix the problem. You don’t have time to be wrong twice. 2. Define success. Then get clear on what’s sufficient. What gets us out of the crisis? What’s the minimum viable outcome that counts as a win? This isn’t the time for nice-to-haves. Don’t confuse triage with polish. 3. Align the team. Confusion kills speed. Be explicit about how we’ll operate: Who decides what. What pace we’ll move at. How we’ll know when we’re done Set the system to direct energy. 4. Get moving. Pull the people closest to the problem. Clarify the root cause. Identify priority one. Then go. Get a quick win on the board. Build momentum. Goal one is to complete priority one. That’s it. 5. Communicate like a quarterback Lead the offense. Make the calls. Own the outcome. Give the team confidence to execute without hesitation. Reduce latency. Get everyone in one thread or room. Set fast check-ins. Cover off-hours. Keep signal ahead of chaos. 6. Shrink the loop. Move to 1-day execution cycles. What did we try? What happened? What’s next? Short loops create momentum. Fast learning is fast winning. 7. Unblock the team (and prep the company to help). You are not a status collector. You are a momentum engine. Clear paths. Push decisions. Put partner teams on alert for support. Crises expose systems. And leaders. Your job is to land the plane. Once it’s down, figure out what failed, what needs to change, and how we move forward. Land the plane. Learn fast. Move forward. That’s how successful operators lead through it.

Even the best brands face unexpected challenges. Recently, Mattel had a packaging misprint on their “Wicked” dolls, where a URL directed consumers to an unintended site. But their swift, transparent handling of it showcased brand agility and accountability. Here’s what Mattel’s response taught me, and some advice for brands to prevent similar execution pitfalls: 1. Speed of Response Reflects Brand Agility Mistakes happen, but a brand’s ability to act quickly can turn a slip-up into a demonstration of its values. Mattel immediately recalled products from major retailers, showing an agile response that reinforced consumer trust. Agility in action often says more about a brand than a flawless record. 2. Coordinated Partner Management Licensed products bring unique challenges—aligning with partners and ensuring consistency across every detail. Mattel’s swift coordination with retailers and licensors shows the importance of strong partnerships and clear protocols in crisis management. When teams are aligned, corrective actions can be immediate and effective. 3. Transparent Crisis Communication Builds Trust By addressing the issue directly and advising consumers on corrective steps, Mattel turned a potential reputational risk into a moment of transparency. Direct communication in crisis doesn’t weaken brands; it strengthens loyalty. 4. Securing Digital Touchpoints on Physical Products With packaging increasingly connecting consumers to online content, every URL and QR code is a potential risk point. Mattel’s experience shows the need for proactive management of digital assets. A centralized environment for URLs and QR codes helps maintain control over consumer experiences. Advice for Brands to Avoid This Pitfall: 1. Institute Multi-Layered Quality Checks: Beyond product safety, implement cross-functional checks on URLs, QR codes, and app links. Small details can have big consequences. 2. Centralize Digital Asset Management: Use controlled, brand-owned domains for links and maintain flexibility to adjust as campaigns change. 3. Partner Coordination Protocols: Establish clear, joint standards with partners, especially for high-stakes launches. 4. Simulate Worst-Case Scenarios: Run “war game” exercises on potential issues like URL misdirections. This helps test processes and strengthen crisis response plans. 5. Develop a Crisis Management Playbook: Mistakes happen. A crisis plan with rapid response, clear consumer communication, and immediate action steps can contain fallout. 6. Monitor Digital Touchpoints Continuously: Leverage technology to flag redirection issues before they reach consumers. In a digitally connected world, proactive monitoring and quick resolution are invaluable. Kudos to Mattel for handling this with integrity! #cpg #cpgindustry #consumerproducts

🚨 When Everything Feels Urgent, What Comes First? In a business emergency, panic pushes us to fix everything at once. But the truth is — trying to restore all systems at the same time often means restoring nothing effectively. Here’s how to set clear priorities so your business gets back on its feet faster: 📞 1. Communication First - Phones, email, and messaging keep staff, customers, and vendors informed. 💳 2. Cash Flow Lifelines - Payment systems, invoicing, and payroll keep money moving in and out. 📂 3. Critical Operations - The tools and systems that deliver your core products or services. 🛡 4. Security & Compliance - Data protection and regulatory requirements to avoid bigger problems later. 📊 Fact: Businesses that restore communication and payment functions within the first 48 hours are 3x more likely to recover fully after a major disruption. The takeaway? Prioritizing isn’t about what’s “broken” — it’s about what’s essential to survival. When you know what to restore first, you can act faster, waste less effort, and protect your reputation. 💬 Question for you: If your systems went down tomorrow, what’s the first thing you’d restore? #️⃣ #CrisisManagement #BusinessContinuity #SmallBusinessTips