A wonderful quality about America is that we love redemption stories. We're quick to lash out and assign blame, but we also draw from deep reservoirs of forgiveness.
— Judy Smith
Crisis is not a nine-to-five job... Crisis happens when you least expect it.
I remember having lunch with a friend who worked at the White House. I'd just graduated from law school but kept telling my friend what they needed to do and weren't doing right about the Iran-Contra affair. The next day, I got a call from the White House, offering me a job.
Social media, for me, is just a thorn in my side. It's painful. For us in crisis, it has totally changed the way we do business. It's a big, big game changer.
Look at the facts as they truly are, not as you want them to be.
I think that scandal and intrigue and all of those sort of things that occur behind closed doors - whether it's on the Hill or in the White House - people all find intriguing.
When clients are involved in a crisis, we often start at the end. When this is over, where do you want to end up? What's your endgame? We try to start from that and work ourselves back.
Make sure you are clear about the expectations your boss has for you.
If your response to a problem or scandal isn't genuine, followers will sense it. And remember, by saying nothing, you're saying something.
When you're at the center of the universe, you have to think quickly and size up a situation instantly because, whether you like it or not, you're going to be on the news the next day.
I love what I do, and to be able to see a show that is inspired by my life's work is exciting because it exposes people to what a crisis manager does.
Most people somehow look at people in the crisis industry as fixers, but some things can't be fixed by an outside person.
I think, sometimes when we face problems and issues in our life, we have a tendency to really deny that a problem exists. Or sometimes we say, oh, it'll go away, or we can handle it. It's - you know, don't worry. I've got it covered. And a lot of times, that's not the case.
I like to believe in the good in people. But we're all going to screw up from time to time. It just happens. It really is how our best growth occurs.
It can be a real blow to our egos when we feel as if our hard-earned degrees don't matter as much as our ability to get the morning coffee orders right.
Oftentimes, rumors burn white hot only to fizzle as fast as they ignited.
Unless you work in HR, it's not your responsibility to necessarily police and monitor workplace conversation.
When you're working in crisis situations, people have a tendency - particularly the media - to stake out your house.
My law degree has always been incredibly helpful.
You do your work, and you do the best you can. That's what my parents taught me, and I think what they were saying was, 'If you do a good job, other things may come your way.' That's really been the way my career has unfolded throughout the years.
If I'm really telling someone what's coming ahead of them, then I'm going to say it, and I'm going to own those words.
'Scandal' is soooo Hollywood. It's not me.
The same qualities that we all have that are good can lead us to bad things or lead us into a crisis if we don't try to balance them.
If you make a mistake at work, address it as soon as possible - don't hide it.
Protect yourself by always having a record of what transpired or was said in any situation that might be considered sensitive.
Reputations can be built, attacked, and destroyed on social media. It's a huge game-changer - instantaneously emboldening adversaries and shortening the ride for any corporate or personal brand.
My experience at the White House was invaluable.
My theory on an existing crisis is that you have to be very strategic about each case's unique elements. If a crisis involves a legal component, you need a communication strategy that complements the company's legal objective. A strategy for a plea deal is different than a case going to trial.
The truth of the matter is, when you think about it, we all make mistakes.
Whatever the issue is or problem is, you have to own it, and you have to face into it. If not, it will just really get worse, and it will get compounded.
It's good to have a healthy ego because that pushes you to succeed. But when you cross a line, and your views are not balanced, that's when you get into trouble.
You don't want to appear as if you are not a team player, but at the same time, you don't want to be taken advantage of.
Workplace romances - or even the illusion of a workplace romance - can carry many ramifications and consequences.
A crisis, by its very nature, is a negative event.
At the end of the day, I play to win, and otherwise, I wouldn't be good at my job.
Problems arise when we go through life relying too much or too little on particular traits, which, in turn, can lead to a crisis.
I think there are some things that just cannot be fixed.
I charge by the hour, or I am on a retainer. We try to work with the client.
Smart people are no different than anyone else. Sometimes they exercise bad judgment, like we all do.
We all make mistakes, and sometimes the difference that we forget is that the people we read about in the paper and on the Internet and see on TV, behind that is, at its core, a mistake.
Establish and maintain good working relationships with co-workers. You don't have to be friends, but you do have to be friendly.
Most of the time, you think the problem is not as big as it is - because it says something negative about you or your company or your leadership. Face the reality: The facts are not as you want them to be.
Above all else, protect your brand. If you or your company doesn't live up to your brand's promise, own up to your error.
I've always been interested in image and reputation management. Because really, when you think about it, it is an old phrase, but all we have is our word and our good name.
There's always an opportunity with crisis. Just as it forces an individual to look inside himself, it forces a company to reexamine its policies and practices.
If I can, for whatever reason, inspire and motivate people, that's a good thing.
I will say this about the truth - that it's one of those crisis rules, whether you are a client or someone who's living their life just every day - is that the truth has a funny way of not going away, and telling the truth is extremely important in dealing with any problem or crisis.
So many people apologize because they feel like they have to - that it's the appropriate thing to do, that it may help them down the road. But people can tell whether you're sincere.
While you are searching for a job, it is a good idea to be on your best behavior.
Sometimes people honestly don't realize the magnitude of their words and have no idea that boundaries have been crossed.
