A while back, a manager at a franchise restaurant fired an employee.

Happens all the time, right?

But this employee was a non-English speaker, and the manager fired them in a really demeaning way,

and there was a video of it.

The video surfaced online.

So the video was posted at 7 o'clock the night before.

That's Chris Thomas. He works in PR crisis management. And by 9 o'clock the next morning, there were 800,000 views of the video.

There were boycotts planned in 10 cities, and there were even protests that were being organized. Chris gets called when a company,

like this one, has a PR crisis, and they're not sure how to handle it. I got the call at 9 o'clock,

so I'm a little behind on this, and they also had just issued a statement, which they shared with us,

completely defending the manager. Chris says this happens a lot.

Companies get defensive and sometimes they get bogged down and who's right.

And a lot of times I have to convince the C-Suite that it's not who's right.

It's what's best. What's going to be best for your business?

What's going to be best for your employees? This is how they're perceiving it.

Chris said he had a tough conversation with the company's leadership.

You've done the wrong thing.

You've said the wrong thing.

It's impossible to get the genie back in the bottle.

So you've got to acknowledge that, yeah, our initial response was wrong.

And we've since then taken action.

The company took Chris's advice.

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