A national food distributor discovers potential contamination. The company initiates a recall.
In a recall where the FDA is involved, its regional staff can provide a press release that food distributors can use as a template. There’s room for companies to tailor the release with specifics of the situation.
The FDA, though, needs to review and sign off on the final release, says David Ball, president, Ball Consulting Group, who handled such a recall before the pandemic.
Face the Situation Squarely
The best way to handle a recall or a similar situation is to address it directly and promptly.
“The story will not necessary blow over or become yesterday’s news. Be as direct and straightforward as you can. Be proactive,” advises Ball, whose advice here is applicable to issues and crises in a variety of sectors.
In this instance, Ball says it was refreshing that the food distributor’s CEO was intent on being direct and open.
“In my first discussion with the CEO, he said...‘We are going to get to the problem and we are going to fix it and be transparent,’” recalls Ball.
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