HomeLatest NewsFeatured HomebuildersHome Buyer ResourcesBinding ArbitrationResource LinksSubmit ComplaintsView ComplaintsTake Action 101!Report Mortgage FraudMortgage Fraud NewsForeclosure NewsConstruction DefectsHome DefectsPhoto GalleryFoundation ProblemsHomeowner Website LinksHOA Reform

HUD FEATURE
1981 - 2015 HUD's
Legacy of Scandals

HOBB-Over 1M visits monthly
Daily Visitors Over 37,000
 Highest Daily 70,723

Main Menu
Home
Latest News
Featured Homebuilders
Home Buyer Resources
Binding Arbitration
Resource Links
Submit Complaints
View Complaints
Take Action 101!
Report Mortgage Fraud
Mortgage Fraud News
Foreclosure News
Construction Defects
Home Defects
Photo Gallery
Foundation Problems
Homeowner Website Links
HOA Reform
Featured Topics
Builder Death Spiral
Report Mortgage Fraud
Foreclosure Special Report
Mold & New Home Guide
Special News Reports
Centex & Habitability
How Fast Can They Build Them?
TRCC Editorial
Texas TRCC Scandal
Texas Watch - Tell Lawmakers
TRCC Recommendations
Sandra Bullock
People's Lawyer
Prevent Nightmare Homes
Choice Homes
Smart Money
Weekly Update Message
HOBB Archives
About HOBB
Contact Us
Fair Use Notice
Legislative Work
Your House

 HOBB News Alerts
and Updates

Click Here to Subscribe

Support HOBB - Become a Sustaining Member
Who's Online
ABC Special Report
Investigation: New Home Heartbreak
Trump - NAHB Homebuilders Shoddy Construction and Forced Arbitration

Property Rights Denied!
Protecting HOA Members' Rights is NOT The #1 Priority
of Managed Communities
The High Price of Managed Living, Books and Records Hidden
gives appearances of impropriety
Editorial Feature: Part One - Are Homeowners' Rights a Myth? 

Part Two: HOA Bureaucrats Overstep Their Authority

Pulte-Centex and Toyota Reputations Compared
Tuesday, 23 February 2010

Toyota, Pulte learning crisis management
Toyota's issues with unintended acceleration, floor mats, brakes and recalls and Pulte/Centex Homes' association with a frightening retaining wall failure have absorbed big chunks of San Antonio news media attention in recent weeks. Both situations offer useful lessons about crisis management to other organizations.

Toyota, Pulte learning crisis management
 Post Your Comment and Read More! More More More
Toyota's issues with unintended acceleration, floor mats, brakes and recalls and Pulte/Centex Homes' association with a frightening retaining wall failure have absorbed big chunks of San Antonio news media attention in recent weeks. Both situations offer useful lessons about crisis management to other organizations.

Lesson 1: Prevention is the best crisis management strategy. While some crises are unavoidable (natural disasters, for example), others are absolutely avoidable. Could the collapse of the retaining wall in The Hills of Rivermist have been avoided? Probably so. After all, the terraced topography of the neighborhood is man-made. Involved parties — government officials, engineers, Pulte/Centex and others – may point the finger at each other, but Pulte and its Centex brand are the ones taking the worst beating.

This might not have happened had they been more focused on the potential for massive bad publicity (not to mention financial costs) in the event of a major slope failure, regardless of where the responsibility should lie.

Lesson 2: Empathy matters. When an accident and fire rocked Ultramar Diamond Shamrock's refinery in Three Rivers in 2001, much of the town had to be evacuated due to potential toxic fumes blowing into the town. During and after the evacuation and cleanup, UDS repeatedly expressed its regret for the disruption of lives.

Ultramar was prompt and consistent in making sure the residents and leaders of Three Rivers knew the company was taking full responsibility and was doing everything possible to make it right. Result: The longstanding positive relationship between the town and the company remained intact. Empathy, combined with swift action, is always a winner.

By contrast, Toyota has been loudly criticized for months for not offering a sincere and empathetic apology for what are perceived as serious safety failings that imperil Toyota drivers and passengers. To its credit, Toyota is now pledging — through press events, TV spots and op-ed articles — to do whatever it takes to regain the public's trust.

Had such mea culpas been voiced by the company much sooner, the reputation of the Toyota brand as well as the value of its stock might not be in such a vertical free fall. But it does seem now that Toyota at last “gets it” and is taking truly extraordinary steps to right the ship. The empathy is late, but it should still be helpful.

Lesson 3: Images are powerful. Who in San Antonio hasn't seen aerial photos or video of The Hills of Rivermist's massive crevasses, crumbling retaining wall or homes seemingly on the verge of sliding down a hillside? Those scary images have more impact than any press release or speaking point, and they will live on the Internet for years.

Same for Toyota. Photos of a mangled Lexus (Toyota's upscale brand) in which four people died after one made a frantic call to 911 are chilling and readily accessible on the Web. No matter how well or how quickly Toyota recovers from its crisis, those images are not going to disappear. The take-away for all organizations is to assess the images you already or potentially could provide to the outside world. Images have great power to influence perceptions positively or negatively.

Those of us with extensive crisis management and communications experience could write much more about the lessons to be learned from the Pulte and Toyota situations. Pay attention to how each scenario unfolds day by day and you're bound to pick up a few ideas of your own to better prepare your organization for a crisis.

Final thought: If your organization doesn't have a crisis communications plan, start one right away. Your company's reputation might depend on it.

Eric Whittington is Vice President of Pierpont Communications in San Antonio.
http://www.mysanantonio.com/business/84970582.html

 Post Your Comment and Read More! 

janetahmad11:13 PM
 
Jennifer: Understand the City had not yet pulled out of the community. Centex was deliberately misleading the residents. That is why the video is newsworthy. Obviously you were not there when Centex spokespersons repeatedly misrepresented the facts. The fact is as victims and the news media dig deeper, the extent of Pulte-Centex Homes and the unregulated building industry careless construction defects will be revealed. These public revelations are a scandal a long time in the making for the City of San Antonio.

Jennifer8:27 AM

John - it was actually the City of San Antonio that declared the homes safe to return to - not Pulte. Although I agree in part with Eric's premise that crisis communication should be a bigger focus, I feel the need to point out that so many lies and half-truths have been told by the media regarding the Pulte situation. The City came out the next day pointing fingers when nothing was yet known about the situation. Unaffiliated engineers made judgments about work they knew nothing about. This whole situation has been a debacle, and through it all Pulte has quietly been trying to get to the bottom of the issues at hand. The truth will be revealed once all the analysis is done, but unfortunately, this company has already lost in the court of public opinion. The media - broadcast in particular - should be ashamed at the way they've covered this story. It's embarrassing to see them parade people on camera without even fact checking their stories. And, no, I don't work for Pulte. I am a consumer who digs deeper and isn't satisfied with what our local media crams down our throats.

John
6:19 AM
Pulte is now learning that you don't make statements that you can't substantiate. They told the homeowners that the danger had passed and the Fire Department had left as a result. Now we know better. They need to take a hard look at the site that they created, and come to the conclusion that the builder and engineers failed to provide the homesite that they sold to the customer, and that the only reasonable conclusion is to buy those homes back.
 
< Prev   Next >

 Texas, First Home Lemon Law Debated in the Nation
Homebuyers Need a Home Lemon Law

Search HOBB.org

 Beware of HOA Payment Plan! 

HOA Foreclosures Big Business 
ON THE COMMONS with Shu Bartholomew
Dr. Evan McKenzie HOA Governments

Reckless Endangerment
BY: GRETCHEN MORGENSON
and JOSHUA ROSNER

Outsized Ambition, Greed and
Corruption Led to
Economic Armageddon


Amazon
Barnes & Noble

 Feature
Rise and Fall of Predatory Lending and Housing

NY Times: Building Flawed American Dreams 
Read CATO Institute: 
HUD Scandals

Listen to NPR:
Reckless Endangerman
by
Gretchen Morgenson : How 'Reckless' Greed Contributed
to Financial Crisis - Fannie Mae

ATTENTION TAXPAYERS:
 
Pulte-Centex $900 Million Grant
Bad Guys at Countrywide Profit on Mortgage Toxins

NPR Special Report
Part I Listen Now
Perry Home - No Warranty 
Part II Listen Now
Texas Favors Builders

Washington Post
The housing bubble, in four chapters
BusinessWeek Special Reports
Bonfire of the Builders
Homebuilders helped fuel the housing crisis
Housing: That Sinking Feeling

Arbitration Fairness Now!
Sen Feingold, Rep Johnson
Introduce Consumer Justice
 
Senate Passes Franken
Binding Arbitration Amendment
  
   
Public Citizen Report 
Home Court Advantage
 

 (See photos) & Latest News

Judiciary & Civil Jurisprudence
 Arbitration Hearing,
Video of Homeowners
Testimony Advance to 1:55

Arbitration Bill Passes Senate
Four years to fight to get in court is not a day in Court, Jamie Leigh Jones 

 


Legislative
Watch
TEXAS ABOLISHES BUILDERS
PROTECTION AGENCY TRCC
 


Texas Regulates Homebuyers
 
Texas Comptroller Condemns TRCC Builder Protection Agency
TRCC is the punishment phase of homeownership in Texas

HOBB Update Messages

Consumer Affairs Builder Complaints

 TRCC Implosion
 TRCC Shut Down
 Sunset Report

IS YOUR STATE NEXT?
As Goes Texas So Goes the Nation
Knowledge and Financial Responsibility are still Optional for Texas Home Builders

OUTSTANDING FOX4 REPORT
TRCC from Bad to Worse
Case of the Crooked House

Perry's Gifts Keep on Talking
Sun Never Sets On Politicians Taking Homebuilder Money

TRCC AN ARRESTING EXPERIENCE
The Pat and Bob Egert Building & TRCC Experience 

Homebuilder's Right-To-Repair Illusion

Builders Looking for Federal Handouts

How Texas Home Building Industry shaped the TRCC to regulate buyers 

SpotLight
LiveTalk Internet

Build it right the first time
An interview with Janet Ahmad

HUD's Broken System
From HUD's Deregulation to Disgrace
Did HUD Secretary Cisneros
 Mastermind Predatory Lending?

Take Action
Ban Binding Mandatory Arbitration

Send a message urging your Congressman to support all legislation banning this unfair practice

Voting Texas Style
What Lawmaker is Voting for you?

Most Read

 Give Me Back My Rights Campaign
Model State Arbitration Legislation
Fair Homebuyer Contract Model

Bad Binding Arbitration Experience?
This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
or call 1-210-402-6800

NCPIRG
Homebuyers' Bill of Rights
Tips for a Better Built Home and to Protect Your Investment

Drum Major Institute
for Public Policy

Tort Deform
Report Your Arbitration Experience

Homebuilding Texas Style
And the walls came
tumblin' down

 Texas Homebuilder
Bob Perry Political Contributions

  The Agency Bob Perry Built
 TRCC Connection News
Tort Reform

NPR Interview - Perry's
Political influence movement.
Click to listen 

Texas Homebuyers
Fight for Rights

TRCC Abolish or Fix
or Pass Home Lemon Law
or
Homebuyers Bill of Rights

POLICYHOLDERS OF AMERICA POLL
82% would not vote back in office any legislator, regardless of party, that is soft on bad homebuilders?

REWARD
MOST WANTED

ARIZONA REGISTRAR OF CONTRACTORS
Have you seen any of these individuals

Pulte Homeowner Survey
Warranty & Mortgage Experience
 Click to participate

Tort Reform Feature
Texas Monthly
 Hurt? Injured? Need a Lawyer? Too Bad!

Special Money Report
Big Money and Shoddy Construction:Texas Home Buyers Left Out in the Cold
Read More
Read Report: Big Money…
Home Builder Money Source of Influence

Letters to the Editor
Write your letters to the Editor

Homeowner Websites

top of page

© 2019 HomeOwners for Better Building
Joomla! is Free Software released under the GNU/GPL License.