A guest who gets bitten by a venomous snake in your camp or a patron who trips over a loose stair tile only to break an arm, perhaps wouldn’t be viewed as a big incident in the vastness of society. But, for a bush camp, B&B, hotel or restaurant, one disaster suffered by one guest, can break your business. The correct reaction and follow up to this incident, however, can make your business.
A couple of years ago, there was a limited ability for the impact of one incident to propagate. Recently the impact of these incidents on businesses has accelerated. Now, with a very complex society and the ability for information to spread “virally” via media and social network platforms, the impact of these incidents is considerable.