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Executive Rewind: Southwest's CEO Could've Done Better

It never pays to be defensive or minimize serious news about your organization, especially when you know certain target audiences will have definite concerns, and that they’ll also be listening to what third party experts are saying. Those experts are apt to make contradictory statements that can damage your reputation.

So, when Southwest Airlines voluntarily grounded 44 of its all-Boeing 737 fleet of passenger jets, it came down to just how serious the problem was. Certainly, their customers would be concerned. And Wall Street probably had more than a passing interest.

Yet, a week before the grounding, but well over five years after being ordered to get their planes inspected for possible structural problems, Southwest CEO Gary Kelly seemed to downplay the situation. He said his people and Boeing told him their planes were safe.

Click here to see the video clip online

But, when the grounding was announced this week, former DOT Inspector General, Mary Schiavo, a media favorite in these situations, expressed a lot more concern than the airline boss. She characterized it as a significant “slide for Southwest” to have this many aging aircraft and she seemed critical of the airline for forgetting about upgrading its fleet. She faulted the FAA, too, since Southwest thought it had been given an extension on the inspections.

Click here to see the video clip online

Another expert, aviation consultant Michael Boyd, spoke in support of Southwest, saying the airline has a great safety record, is well-managed and that his real concern is with the FAA, not Southwest. Probably a sentiment that’s widely shared.

The Media Trainers® Re–winder Reminder:

  • If you disagree with the gravity of the situation, it’s still important to be sensitive to how your most important audiences might react. Addressing those concerns in a credible way is important.
  • If you see negative news coming your way, get out in front of it.
  • Remember, the media will chase conjecture from third party “experts.” It’s your reputation that’s at stake.

The Media Trainers®, LLC, has a Tough Questions eBook on our Web site that you can download free for easy reference.

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What’s your reaction to these performances? Which executives perform best on camera and which ones are awful?

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