Managing a labor rights crisis for a global support services provider

A leading global support services company faced an investigation into labor rights violations at a clothing factory in South Asia they had audited.

• Developed a crisis response protocol, including establishing a crisis sub-committee that included the CEO, developed and tested reactive holding statements, and implemented 24/7 monitoring across all channels.
• Prepared response documents for multiple stakeholders including media, employees, customers, partners, and regulators.
• Conducted forensic fact-finding.
• Implemented a highly responsive approach to media engagement to ensure the correct information was rapidly disseminated, minimizing misinformation and protecting the company’s reputation during the crisis.

Our comprehensive approach ensured the company’s reputation, regulatory compliance, and stakeholder relationships were effectively protected. The EU Commission hearings were successfully managed, with corporate representatives delivering clear and consistent messages that helped limit negative media coverage and public debate. This proactive strategy was crucial in preserving both the integrity of the company and the standing of its executives. Additionally, the company effectively communicated its adherence to safety procedures, reinforcing its commitment to high standards. Stakeholder trust remained intact as the company demonstrated its dedication to proper product approval processes, maintaining strong relationships with key partners and stakeholders.