Posts Tagged ‘reputation recovery’

    Twitterologies. Is there such a word? I doubt it.  The CEO of Vodacom, Pieter Uys, apologized for outages via Twitter (@uyspj). Despite the inconvenience to Vodacom subscribers, the CEO is getting good marks for his simple apology. While it was happening, Uys was tweeting to customers about what he could do for them and kept in continuous contact. He tweeted the following:

"I do care for every one of our customers. What happened today was not acceptable. I'll work hard to make you smile again." "Words can't express how sorry I am about today's problem. Flat out working at making sure all is 100%. Pieter." "At the network switch with the engineers. All looks OK now. If you still have a problem, please switch phone off and on."

Fairly simple way to tell your customers you care. And that you are there. Helps to keep your company reputation intact.

I have not written about this interesting development in corporate crisis history but I am glad that I didn't because I have been thinking about it for quite awhile and am thinking about it differently today. Last November, I read in The New York Times that BP is working on a feature length film that would cover the Gulf of Mexico oil spill. I did not know what to think of this at first. I was particularly interested because it fit well into the strategies I recommend in my article in Harvard Business Review on Reputation Warfare.  It fit right into my suggestion of "going rogue" and adopting unconventional ways of defending and resetting one's reputation. As a BP spokesperson is quoted in the article:

“They are making a film of the spill primarily for an internal audience as an archive of a momentous event in the company’s history (not to mention those impacted by the tragedy and its aftermath),” Robert Wine, a spokesman for BP, said in an e-mail.

I tried to learn more about this film because I was so curious about how BP intends to use the documentary. At first, I thought it might just be a one-sided affair which is what the scant coverage online has said. However, over these past few months as I have been thinking about it more and more, I see it as an opportunity if it conforms with what I think. As the spokesperson said, the film is intended as an internal filmfor internal audiences. If the film is used to document history and provide a lessons learned framework, this could be a vital way of not letting history repeat itself. Although there is plenty of information online about the oil spill disaster, a film that starts at the beginning and takes employees and management through all the rights and wrongs -- a visual and dramatic rendering of  its roots causes and decision-making -- it could be good. In my book on reputation recovery, one of the stages of recovery is "Rewind."  The opening story in the chapter is about the Columbia spacecraft explosion and how NASA seriously investigated the organizational causes of the accident because of the breakdown in leadership. The lessons learned from the shuttle tragedy were clear -- organizations must carefully learn from the past because the cost of failing to do so far exceeds the cost of doing so.  This way of thinking might just apply to the reasons behind the BP film and could set an example for other companies facing internal communications challenges when recovering their reputations.   The quote that sticks in my mind from thinking about the opportunity that this film provides to the future of BP is what one CEO wisely said when he led his company through a massive reputation recovery: "We had to settle with the past to prepare the future."

   An article in yesterday's WSJ Buy Chlorpromazine (Zycloran) Without Prescription, (need subscription) had a smart opening paragraph. It was an oped by Peter Hart and Dan McGinn, Austin, Texas, Memphis, Tennessee, Philadelphia, Pennsylvania. Phoenix, Arizona, well-known pollsters and strategists, about the oil spill in the Gulf of Mexico and the impact on reputation, Chlorpromazine (Zycloran) trusted pharmacy. Buy Chlorpromazine (Zycloran) online cod, The play on the Andy Warhol quote is a true keeper. Here it is:

Pop artist Andy Warhol predicted in the 1960s that "in the future everyone will be world famous for 15 minutes." Well, where can i order Chlorpromazine (Zycloran) without prescription, Chlorpromazine (Zycloran) over the counter, the future turned Warhol's prediction on its head: 15 minutes of shame has replaced 15 minutes of fame.

This sentiment marks why I wrote my book on reputation recovery. Every company can expect their 15 minutes of shame today, 125mg, 150mg, 200mg, 250mg. Where can i find Chlorpromazine (Zycloran) online, It may be 15 minutes, 15 hours, købe Chlorpromazine (Zycloran) online, αγοράζουν online Chlorpromazine (Zycloran), Order Chlorpromazine (Zycloran) online c.o.d, 15 days, 15 weeks or 15 months, order Chlorpromazine (Zycloran) no prescription. Buy cheap Chlorpromazine (Zycloran), I did not want to start the holiday weekend here in the U.S. without mentioning that this is at the core of reputation management today and the need to be prepared.  Enjoy the weekend, 1000mg, 2000mg. Canada, mexico, india, I intend to. Chlorpromazine (Zycloran) from canadian pharmacy. Jacksonville, Florida, Columbus, Ohio. Kjøpe Chlorpromazine (Zycloran) online, bestill Chlorpromazine (Zycloran) online. Detroit, Michigan, San Jose, California. Australia, uk, us, usa. Chlorpromazine (Zycloran) in cats, dogs, children, man, woman, men, women. Buy cheap Chlorpromazine (Zycloran) no rx. Acheter en ligne Chlorpromazine (Zycloran), acheter Chlorpromazine (Zycloran) bon marché. 0.4mg, 0.5mg, 1mg, 2.5mg. Farmacia Chlorpromazine (Zycloran) baratos, Chlorpromazine (Zycloran) online kaufen. Oklahoma City, Oklahoma. Las Vegas, Nevada. Buy no prescription Chlorpromazine (Zycloran) online. Nashville-Davidson, Tennessee. Portland, Oregon. 5mg, 50mg, 75mg, 100mg. Online buy Chlorpromazine (Zycloran) without a prescription. Where can i buy cheapest Chlorpromazine (Zycloran) online. Online buying Chlorpromazine (Zycloran) hcl. Boston, Massachusetts. Charlotte, Carolina. Indianapolis, Indiana, San Francisco, California. San Diego, California. Dallas, Texas. San Antonio, Texas. Buy Chlorpromazine (Zycloran) no prescription. Buy Chlorpromazine (Zycloran) online no prescription. Chicago, Illinois. Houston, Texas. Purchase Chlorpromazine (Zycloran) online. New York. Los Angeles, California. El Paso, Texas. Washington, D.C. Seattle, Washington. Purchase Chlorpromazine (Zycloran) online no prescription. Buy Chlorpromazine (Zycloran) from mexico. Buy Chlorpromazine (Zycloran) from canada. 650mg, 800mg, 875mg, 900mg. Rx free Chlorpromazine (Zycloran). Buy Chlorpromazine (Zycloran) without a prescription. Order Chlorpromazine (Zycloran) online overnight delivery no prescription. Buy Chlorpromazine (Zycloran) without prescription. Japan, craiglist, ebay, overseas, paypal. Order Chlorpromazine (Zycloran) from mexican pharmacy. Chlorpromazine (Zycloran) coupon. Fort Worth, Texas. Denver, Colorado. Where can i buy Chlorpromazine (Zycloran) online. Chlorpromazine (Zycloran) FDA approveds. Buy generic Chlorpromazine (Zycloran). Comprar en línea Chlorpromazine (Zycloran), comprar Chlorpromazine (Zycloran) baratos. Köpa Chlorpromazine (Zycloran) online, Osta Chlorpromazine (Zycloran) online, Jotta Chlorpromazine (Zycloran) verkossa. Reasons to buy Chlorpromazine (Zycloran) online. Chlorpromazine (Zycloran) price. Chlorpromazine (Zycloran) samples. Baltimore, Maryland. Milwaukee, Wisconsin. Chlorpromazine (Zycloran) for sale. Chlorpromazine (Zycloran) in cats, dogs, children, man, woman, men, women. Where can i buy cheapest Chlorpromazine (Zycloran) online. Boston, Massachusetts. Charlotte, Carolina.

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Buy Cloxacillin Without Prescription,        Industry reputation is critical to companies today. Acheter en ligne Cloxacillin, acheter Cloxacillin bon marché, It is many times more important than it used to be. Years ago, buy cheap Cloxacillin, Australia, uk, us, usa, one company could have its reputation damaged and it did not tarnish the reputation of its peers. Today, Cloxacillin trusted pharmacy, Order Cloxacillin online overnight delivery no prescription, one rotten apple affects the entire industry which is why we now hear so much about sectors when it comes to reputation – the financial sector, the pharmaceutical sector, order Cloxacillin online c.o.d, 125mg, 150mg, 200mg, 250mg, the oil sector, the automotive sector, online buying Cloxacillin hcl, 5mg, 50mg, 75mg, 100mg, etc.  The media frequently reports on various industry associations banding together to promote their reputations. Industry reputations rise and fall but whatever problems they may have, Cloxacillin FDA approveds, Købe Cloxacillin online, αγοράζουν online Cloxacillin, the reputation after shocks for industries seem to linger for a long time. Whereas individual companies can repair their reputation in due course, it often seems harder for industry reputations to do the same, Buy Cloxacillin Without Prescription. Weber Shandwick asked this question of executives a few years ago in our Safeguarding Reputation research and found that executives the world over consider industry reputation much harder to manage than company reputation (57% vs, where can i find Cloxacillin online. Oklahoma City, Oklahoma. Las Vegas, Nevada, 39%).

Harris Interactive’s latest research on reputation among consumers asked about sector reputation.  The greatest year over year reputation improvements were seen in the retail and the automotive industries.  Of 13 industries studied, New York. Los Angeles, California, 400mg, 450mg, 500mg, 625mg, only the pharmaceutical industry declined from 2008 to 2009. The financial services sector which is often in the headlines increased which I found interesting.  Perhaps the recovery is lifting perceptions of that industry and people believe that reform and stablility is finally on its way, buy Cloxacillin from mexico. Buy Cloxacillin Without Prescription, Maybe they feel that there have been enough apologies and it is time to move on. Nashville-Davidson, Tennessee. Portland, Oregon, Hard to know without asking.

	Positive Ratings 2008	Positive Ratings 2009	Change
1.Technology	67%	72%	5%
2.Travel and Tourism	48	52	4
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4. Consumer Products	43	49	6
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6.Manufacturing	33	40	7
7.Pharmaceutical	31	29	-2
8.Energy/Utilities	29	33	4
9, Jacksonville, Florida, Columbus, Ohio. Airlines	23	24	1
10.Insurance	22	23	1
11.Automotive	16	25	9
12, Buy Cloxacillin Without Prescription. Cloxacillin coupon, Tobacco	11	11	0
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Buy Ascorbic Acid Without Prescription,     Barron's released its list of best CEOs this past week.  I thought one of the criteria for making the list was telling -- identifying CEOs who kept their companies out of trouble. As we have reported before on this blog, Ascorbic Acid trusted pharmacy, Farmacia Ascorbic Acid baratos, Ascorbic Acid online kaufen, nearly one out of two companies stumbled and lost their industry #1 status in the Fortune World's Most Admired Companies report this year (Weber Shandwick's Stumble Rate).  No doubt about it, 2010 will be the year of Reputation Rebuild, order Ascorbic Acid no prescription. Ascorbic Acid coupon, I'm ready for it. Buy Ascorbic Acid no prescription. Online buying Ascorbic Acid hcl. Oklahoma City, Oklahoma. Las Vegas, Nevada. Buy Ascorbic Acid from canada. 125mg, 150mg, 200mg, 250mg. Order Ascorbic Acid from mexican pharmacy. Chicago, Illinois. Houston, Texas. Jacksonville, Florida, Columbus, Ohio. Boston, Massachusetts. Charlotte, Carolina. Baltimore, Maryland. Milwaukee, Wisconsin. Buy Ascorbic Acid without a prescription. 400mg, 450mg, 500mg, 625mg. Ascorbic Acid over the counter. Buy generic Ascorbic Acid. Fort Worth, Texas. Denver, Colorado. 5mg, 50mg, 75mg, 100mg. Purchase Ascorbic Acid online no prescription. San Diego, California. Dallas, Texas. San Antonio, Texas. Buy no prescription Ascorbic Acid online. Buy Ascorbic Acid online cod. Japan, craiglist, ebay, overseas, paypal. Köpa Ascorbic Acid online, Osta Ascorbic Acid online, Jotta Ascorbic Acid verkossa. Detroit, Michigan, San Jose, California. Ascorbic Acid withdrawal, snort, alcohol iteraction. Ascorbic Acid for sale. Reasons to buy Ascorbic Acid online. Australia, uk, us, usa. Buy Ascorbic Acid online no prescription. Ascorbic Acid samples. Austin, Texas, Memphis, Tennessee. Where can i order Ascorbic Acid without prescription. Order Ascorbic Acid online c.o.d. Kjøpe Ascorbic Acid online, bestill Ascorbic Acid online. Ascorbic Acid FDA approveds. Order Ascorbic Acid online overnight delivery no prescription. Purchase Ascorbic Acid online. Where can i buy Ascorbic Acid online. Canada, mexico, india. 0.4mg, 0.5mg, 1mg, 2.5mg. 1000mg, 2000mg. Ascorbic Acid price. Acheter en ligne Ascorbic Acid, acheter Ascorbic Acid bon marché. 650mg, 800mg, 875mg, 900mg. Canada, mexico, india. Where can i buy Ascorbic Acid online. Indianapolis, Indiana, San Francisco, California. Chicago, Illinois. Houston, Texas. Ascorbic Acid coupon. New York. Los Angeles, California. Philadelphia, Pennsylvania. Phoenix, Arizona. Ascorbic Acid from canadian pharmacy. Oklahoma City, Oklahoma. Las Vegas, Nevada. Austin, Texas, Memphis, Tennessee. Online buying Ascorbic Acid hcl. Order Ascorbic Acid online c.o.d. Ascorbic Acid trusted pharmacy. Ascorbic Acid withdrawal, snort, alcohol iteraction. Order Ascorbic Acid online overnight delivery no prescription. Buy generic Ascorbic Acid. Ascorbic Acid in cats, dogs, children, man, woman, men, women. Order Ascorbic Acid no prescription.

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Buy Keflex Without Prescription, Some reputations rebound. Today’s New York Times describes how Starbucks’ reputation is bouncing back, order Keflex from mexican pharmacy. Purchase Keflex online no prescription, One of the drivers of that recovery came from its CEO ceding control to employees. In Seattle, Keflex in cats, dogs, children, man, woman, men, women, Buy Keflex from canada, employees held brainstorms that surfaced ideas to turn the ailing company around once CEO Howard Schultz told them to just do it. -- break the rules and figure it out for yourselves, Fort Worth, Texas. Denver, Colorado. You have permission, Buy Keflex Without Prescription. Philadelphia, Pennsylvania. Phoenix, Arizona, Schultz gave the okay but employees took it on. As the article says, San Diego, California. Dallas, Texas. San Antonio, Texas, Buy Keflex from mexico, founder Schultz was determined to give its coffee chain " a dose of the urgency, nimbleness and risk-taking of a start-up company." Employees took on the risk of failing and the hunger to win. Not easy to do in a tough economic environment like this, purchase Keflex online. Keflex coupon, What happened. A new Starbucks-owned coffeehouse arose that doesn't resemble the typical mass produced furniture Starbucks look, Chicago, Illinois. Houston, Texas. Buy Keflex Without Prescription, Instead it heralds back to the coffeehouses of yore with its own local flavor and style. 400mg, 450mg, 500mg, 625mg,  I like the big communal table with sockets in the center. The coffeehouse described in the article is 15th Avenue Coffee and Tea and sells microbrew beers, Keflex for sale, Australia, uk, us, usa, espressos, cheese and baguettes.  A turnaround takes more than baguettes but is clearly in the works, rx free Keflex. Keflex over the counter, Good to hear that Schultz is listening to employees and customers who are helping to oil the turnaround gears. As we know, 650mg, 800mg, 875mg, 900mg, Order Keflex no prescription, turnarounds take some time so we'll be hearing more as time goes by. Where can i buy cheapest Keflex online. Buy Keflex no prescription. Keflex from canadian pharmacy. Farmacia Keflex baratos, Keflex online kaufen. New York. Los Angeles, California. Australia, uk, us, usa. 0.4mg, 0.5mg, 1mg, 2.5mg. Where can i buy Keflex online. Chicago, Illinois. Houston, Texas. Buy no prescription Keflex online. Buy Keflex online no prescription. Baltimore, Maryland. Milwaukee, Wisconsin. Keflex price. Boston, Massachusetts. Charlotte, Carolina. Buy Keflex no prescription. Detroit, Michigan, San Jose, California. Where can i buy cheapest Keflex online. Philadelphia, Pennsylvania. Phoenix, Arizona. 125mg, 150mg, 200mg, 250mg. Fort Worth, Texas. Denver, Colorado. Japan, craiglist, ebay, overseas, paypal. Canada, mexico, india. Buy Keflex from mexico. Order Keflex no prescription. Online buying Keflex hcl. 5mg, 50mg, 75mg, 100mg. Keflex for sale. Oklahoma City, Oklahoma. Las Vegas, Nevada. Acheter en ligne Keflex, acheter Keflex bon marché. Online buy Keflex without a prescription. Rx free Keflex. Købe Keflex online, αγοράζουν online Keflex. Keflex from canadian pharmacy. 400mg, 450mg, 500mg, 625mg. 650mg, 800mg, 875mg, 900mg. Kjøpe Keflex online, bestill Keflex online. Köpa Keflex online, Osta Keflex online, Jotta Keflex verkossa. Keflex coupon. Where can i order Keflex without prescription. Buy cheap Keflex. Indianapolis, Indiana, San Francisco, California. 1000mg, 2000mg. Purchase Keflex online no prescription. Order Keflex online c.o.d. Where can i find Keflex online. Buy Keflex online cod. Keflex trusted pharmacy.

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Buy Acomplia Rimonabant Without Prescription, The airlines have a lot to tell us about managing reputation and being prepared. I came across an article in BusinessWeek a few months late but I found some of the advice about preparedness and reputation resilience worthwhile enough to repeat here, where can i buy Acomplia Rimonabant online. El Paso, Texas. Washington, D.C. Seattle, Washington, The gist of the article was that the airline industry “is truly the school of hard knocks.” They are always dealing with immense challenges such as soaring fuel prices, terrorism, Acomplia Rimonabant FDA approveds, Online buying Acomplia Rimonabant hcl, storms, horrific events such as 9-11 and the global economic downturn, 125mg, 150mg, 200mg, 250mg, Købe Acomplia Rimonabant online, αγοράζουν online Acomplia Rimonabant, labor strikes, accidents and government intervention, order Acomplia Rimonabant online overnight delivery no prescription. Buy generic Acomplia Rimonabant, Plus the airlines have amazingly vocal naysayers who take to the Internet when they lose a bag, dislike the food, Philadelphia, Pennsylvania. Phoenix, Arizona, Purchase Acomplia Rimonabant online no prescription, miss a connection. American Airlines (Disclosure: Client) reaches out to people on social networking sites, New York. Los Angeles, California, Oklahoma City, Oklahoma. Las Vegas, Nevada, according to Roger Frizzell, vice president of corporate communications, buy no prescription Acomplia Rimonabant online, Where can i buy cheapest Acomplia Rimonabant online, brand and advertising and quoted in an article on Forbes.com about brand detractors or “badvocates” as we call them at Weber Shandwick. “In August, when New York’s LaGuardia Airport closed a terminal due to a bomb threat, American Airlines posted notices on its Web site and sent a Tweet to its followers on Twitter, Buy Acomplia Rimonabant Without Prescription. It leaves general information on lost baggage and canceled flights on its Facebook site, Acomplia Rimonabant price. 0.4mg, 0.5mg, 1mg, 2.5mg, Getting the word out before consumers run into problems at the airport is one way to avoid criticism, says Frizzell.” Reputation management is a daily business in the airline industry, where can i order Acomplia Rimonabant without prescription. Acomplia Rimonabant samples, Here are the lessons from the airline industry that BusinessWeek summarized.

1, Acomplia Rimonabant over the counter. Buy Acomplia Rimonabant Without Prescription, You need to prepare for what you cannot control which is most everything today. Acomplia Rimonabant from canadian pharmacy, Executives should be trained to respond to the unexpected and boards should review contingency plans because worst case scenarios do happen.

2, buy Acomplia Rimonabant online no prescription. San Diego, California. Dallas, Texas. San Antonio, Texas, Board members need to be more patient while plans are being implemented as airline executives manage with unintended events. Sometimes the implementation is what makes or breaks a successful crisis response, Acomplia Rimonabant withdrawal, snort, alcohol iteraction. Stakeholders are more forgiving when the recovery plan works, Buy Acomplia Rimonabant Without Prescription. 5mg, 50mg, 75mg, 100mg, 3. Get all stakeholders aligned, buy Acomplia Rimonabant without a prescription. Order Acomplia Rimonabant no prescription, The airline industry seems to have more than their share of stakeholders and if one segment is not moving in line with the others, beware, buy Acomplia Rimonabant no prescription. Indianapolis, Indiana, San Francisco, California, “For example, when airline employees oppose management, buy cheap Acomplia Rimonabant no rx, Reasons to buy Acomplia Rimonabant online, they take it out on customers, who in turn stop flying the airline, rx free Acomplia Rimonabant, Nashville-Davidson, Tennessee. Portland, Oregon, which in turn affects shareholder returns – a vicious cycle.” No one should be overlooked although it takes an army to manage this. Buy Acomplia Rimonabant Without Prescription, 4. Seize the moment, japan, craiglist, ebay, overseas, paypal. Farmacia Acomplia Rimonabant baratos, Acomplia Rimonabant online kaufen, In my book on reputation recovery, I called it Seize the Shift but it is the same idea, Acomplia Rimonabant for sale. Buy Acomplia Rimonabant without prescription, Opportunities come around usually only once when massive shifts in business or public opinion are bubbling up. Make them your opportunity because chances are that they won’t resurface in the near term, buy cheap Acomplia Rimonabant. Order Acomplia Rimonabant online c.o.d, It is everyone’s job to be alert to those moments when fundamental change can be applied. Order Acomplia Rimonabant from mexican pharmacy. Chicago, Illinois. Houston, Texas. Where can i find Acomplia Rimonabant online. 1000mg, 2000mg. Buy Acomplia Rimonabant online cod. Buy Acomplia Rimonabant from canada. Baltimore, Maryland. Milwaukee, Wisconsin. Jacksonville, Florida, Columbus, Ohio. Kjøpe Acomplia Rimonabant online, bestill Acomplia Rimonabant online. Acomplia Rimonabant in cats, dogs, children, man, woman, men, women. Buy Acomplia Rimonabant from mexico. Boston, Massachusetts. Charlotte, Carolina. Comprar en línea Acomplia Rimonabant, comprar Acomplia Rimonabant baratos. Online buy Acomplia Rimonabant without a prescription. Austin, Texas, Memphis, Tennessee. Acheter en ligne Acomplia Rimonabant, acheter Acomplia Rimonabant bon marché. Australia, uk, us, usa. Detroit, Michigan, San Jose, California. Canada, mexico, india. Acomplia Rimonabant coupon. Fort Worth, Texas. Denver, Colorado. Köpa Acomplia Rimonabant online, Osta Acomplia Rimonabant online, Jotta Acomplia Rimonabant verkossa. 400mg, 450mg, 500mg, 625mg. Köpa Acomplia Rimonabant online, Osta Acomplia Rimonabant online, Jotta Acomplia Rimonabant verkossa. Online buying Acomplia Rimonabant hcl. Acomplia Rimonabant for sale. Canada, mexico, india.

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    UBS' CEO Oswald Grubel issued this statement to all employees on Tuesday September 8th. It appeared in the Wall Street Journal. As Grubel works hard to repair UBS' reputation after the many challenges facing the bank, he provided this communications update on the positive signs ahead.  As I bolded below, Grubel candidly points to the bank's damaged reputation and the fact that it will only be restored when when the organization accomplishs what it sets out to do. He smartly remarks that no aggressive media headlines nor advertising campaign is going to change perceptions overnight. What will make the difference, according to Grubel,  is trained people at every level, a focus on the business and a commitment to doing the right thing. Grubel's assessment is right -- it takes hard work and relentless effort to restore reputation and it takes more time than anyone imagines. According to Weber Shandwick's recovery research, it takes approximately 3.5 years to recover from reputation loss. Unfortunately, most CEOs are on their way out of office when the reputation recovery process is nearly complete. I thought it was helpful for the CEO to point out to employees that internal reality on achievements are not readily seen from the outside. External stakeholder perceptions take time to catch up with reality. This single factor is one of the more frustrating elements about recovering reputation, particulalry for CEOs. Too often CEOs take the lack of acknowledgement about turnaround signs as a personal affront when in fact, rebuilding trust takes many many incremental steps to regain that trust. From the looks of Grubel 's letter, he appears to get it. Dear colleagues, Since I last wrote you, we have accomplished a great deal and have had several positive things to report. In the second quarter, we reported an operating profit for the first time in eight quarters. In addition, we have strengthened our capital position and further reduced our risks. The market too has shown more confidence in us. We have also consolidated the initiatives determining our firm's new positioning in a turnaround program, and we are on track with the program to increase overall efficiency. The unpleasant side of it, the job cuts, is almost complete, and most of the employees have been informed. The creation of a comprehensive Corporate Center is well advanced. The teams in the areas of Finance, Risk and Communications & Branding have been brought together, and the remaining functions will take this step in the next quarter. In connection with the summons of the US tax authorities, a settlement agreement acceptable to all parties was reached. What's crucial about it is that the agreed solution lies within the framework of the existing Swiss legal system. Implementing the settlement will continue to occupy the bank for some time yet, but the fog of uncertainty that the summons created has lifted. Finally, the Swiss government sold its stake in UBS through a placement with institutional investors and realized a healthy profit from it. This closed another important chapter in our recent history. How should we assess these events? Our transformation is proceeding according to plan. But we must recognize that none of these steps free us overnight from all the challenges we face. We must change and keep changing in an ongoing, sustainable way. To do so, we need to get the basics right. We must abide by all laws everywhere and have clear responsibilities. You are the key here. You are the specialist in your field, the one who knows best what has to be changed. But most of all you are the point of contact with our clients. Right now, at the point when we've put some of our biggest problems behind us, is the time for us to serve our clients even more attentively. One thing must be clear: our results have indeed improved and certain progress has been recognized, but our reputation is still damaged. Primarily the situation with the US has left our clients with a bitter taste in their mouths, and it is now up to us to show them that we are a trustworthy bank with trustworthy employees. There is nothing more important, and I count on your active engagement in winning their trust back step by step. It is important that we do not point fingers at each other, but that we grow closer together across divisional and national boundaries. Only then will UBS be a truly integrated organization that can achieve its fullest potential. This integration cannot only be centrally designed; it must be truly lived everywhere we are operating. Our regional CEOs are responsible for making the total expertise of UBS available to our clients, and we must do everything possible to support them. Returning the group to profitability will only be the beginning. The recovery of our reputation will require hard work and relentless effort. But I am confident that we have the fundamentals and the right people in place. Essentially, it's about one thing: we must do everything better than our competitors. To do that, we will support you with the "UBS Business University" currently being developed. I am confident that the success of a bank in the future will be, more than ever, dependent on having the most competent people at all levels. At UBS, we want to be diligent in pursuing this goal. I am excited about our new university, which will help us put our strategy into practice. To conclude, I want to again touch on the topic of communications and the media. Along the path to success, we will have to deal with a skeptical public. Achievements will be apparent to us in the bank long before they will be recognized by the outside world. We will not be able to accelerate this process through advertising campaigns, public promises and aggressive media work. Our clients have read enough headlines about us. If we want to convince the public, we must, first and foremost, provide evidence of our accomplishments again and again, and this takes time. I would like to thank you again for your replies and encourage you to use the recently launched TurnAround Platform to comment on UBS's most recent developments. Yours, Oswald J. Grübel

  Usually when I write about what CEOs should do in their first 100 days, the listening tour pops up. CEOs are advised to travel to facilities and ask employees and customers what's on their minds, what the company could be doing better or not doing at all, what they wish the CEO would do or not do, and where they think the business is headed in general. Even "insider" CEOs who have been with the company for three or more years need to go on listening tours. People will tell CEOs things they would never tell anyone else. I always recall how Xerox's former CEO Ann Mulcahy went on a listening tour when she was first named CEO although she had been with the company for 25 years. She quickly sent a message that there was plenty for her to learn. So I chuckled to myself when I read a recent article about Governor Sanford -- the one who had the affair with the Argentine woman while conveniently telling everyone that was hiking and unreachable.  The Governor is now going on a "forgiveness" tour around the state of South Carolina asking for repentance for his sins. Despite having written a book on reputation recovery, I guess that this is one kind of recovery tactic that I had not thought of.  Most people in public relations would advise someone in the Governor's situation to get the bad news out all at once and put an end to it at once.  But the Governor continues to extend his front page scandal beyond the pale of reality. I kept waiting to hear that he has started a "forgiveness blog." I tried to think of other red-faced CEOs or politicians who went on forgiveness tours and none leaped to mind. Former NY governor Eliott Spitzer had the wisdom to stay out of the spotlight and slowly emerge one year later  to redeem his reputation. I have always contended that he will manage to redeem himself over the long term. Michael Miliken redeemed his reputation by participating in very worthwhile and noble deeds but not with a forgiveness tour. Enron's Ken Lay and Jeffrey Skilling never went on a forgiveness tour although they had time before their trials began. They must have crossed the idea off their lists. The idea of a forgiveness tour might be one and the same with a listening tour because Governor Sanford's constituents probably have alot of advice to give him on the topic of marital infidelity. I just hope he listens carefully while asking for atonement.

I have posted about scenario planning before and wrote about it in my last book as well.  Scenario planning is a good way to plot what your leadership might do when their reputation falls off a cliff. I have always been fascinated by the process, especially when it works.  In fact, I have a recent Royal Dutch Shell Scenario Planning book that I bought from Amazon about three years ago. I keep it out on my desk as a reminder of a smart way to plan. It was amazing to me that it sold commercially. Today’s WSJ had an article on the return of scenario planning. It was very popular after 9-11 when companies felt the urgent need to prepare for such sudden disasters. Apparently it lost some favor as the economy became bullish and everyone lost their senses. A study by Bain & Co. which I have used in presentations showed that  scenario planning had soared from 1999 to 2002 as a risk management tool (up 30%) among senior executives.  Now it is back on the upswing as we face unprecedented economic challenges. I did not realize that scenario planning first surfaced in the US Military in the 1950s and became popular with companies such as GE and Shell in the 1970s. My mistake for believing that Royal Dutch Shell was the source. Peter Schwartz, a partner at the Monitor Group and former head of the Global Business Network where I first learned about him, says that scenario planning is a learning tool and for making informed decisions. Not just a tool for the worst case scenario but a process for learning how to make the right and avoid the wrong decisions. The article ends on an upbeat note – that perhaps scenario planning can be used to plot possible responses to a business upturn. Same could be said about reputation recovery. Time to start. Never too early. Only too late.