3 Scenario ideas for a Food and Beverage Reputational risk in a United States context.

"Brewing Trust: Restoring Buttercup Bakes & Brews' Reputation"

🏢 Food and Beverage

⚠️ Reputational risk
🌍 {context}


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Option 1: 

“Brewing Trust: Restoring Buttercup Bakes & Brews’ Reputation”


In the quaint town of Parsonsville, the esteemed family-owned company, “Buttercup Bakes & Brews” (BBB), is operating with a long-standing reputation for serving delectable offerings of snacks, cakes and uniquely flavoured craft beers. BBB’s secret family recipes have elevated its status to the epitome of culinary craftsmanship within the region. BBB has made a recent push into the national market via an online platform and express delivery. However, in the wake of this expansion, BBB is now facing a reputational crisis. An anonymous blog post has gone viral, claiming that BBB’s popular “Ale n’ Apple Pie” contains an undisclosed allergen – walnuts – in its ingredients. The blogger, a well-respected food critic, alleges that her daughter suffered a severe allergic reaction due to this undisclosed allergen. The message is spreading rapidly across social media, stirring a frenzy of public concern and negative sentiment about BBB’s commitment to customers’ health and safety. The company is now under pressure to protect their brand and regain trust while mitigating the potential nationwide reputational damage and legal repercussions stemming from this crisis.

Aims and Objectives:

– To identify and articulate the roles and responsibilities of various personnel in handling the reputational crisis to minimise damage and swiftly restore the company’s public image.

– To formulate and execute a multi-pronged strategy involving crisis communication, public relations, and customer engagement strategies to counteract the negative sentiment and to re-establish BBB as a trusted brand.

– To define and implement processes for the future management of product ingredient transparency and allergen labelling to prevent a similar incident and ensure customers’ health and safety.


Option 2: 

“Fizzing Crisis: Benedict’s Brews’ Reputation at Risk”

Benedict’s Brews, an esteemed food and beverage organisation, renowned for its eclectic range of artisanal sodas and gastronomic delights in the United States, finds itself in a precarious situation. In a recent high-profile food festival, one of Benedict’s Brews’ stand-out soda concoctions caused mild allergic reactions among a handful of festival-goers. Social media is now abuzz with criticism, and the company’s reputed image is at stake, facing a reputational risk. The incident has stirred a public outcry, questioning the company’s attention to health and safety measures.

The tabletop exercise is designed to simulate this crisis. The participants, playing the roles of various company stakeholders, will navigate a minefield of public relations nightmares, consumer backlash, and media scrutiny. Their task will be to manage the crisis and regain consumer trust, all while ensuring the integrity of the company’s reputation and avoiding any further occurrence.

This simulation will include real-life elements such as simulated social media posts, mock press conferences, a volatile stock market, and a diverse customer base. Participants will use these elements to create a comprehensive crisis management strategy, allowing them to gain firsthand experience of their role in managing and upholding the reputation of Benedict’s Brews.

Aims and Objectives:
– To equip participants with the knowledge and skills to manage a potential reputational crisis, focusing on the preservation of customer confidence, stakeholder relations, and the overall reputation of Benedict’s Brews.
– To foster a stronger understanding of the role each staff member plays in upholding the company’s reputation during a crisis, promoting proactive measures, teamwork, and cohesive action plans.
– To cultivate an environment that recognises the importance of constant vigilance, risk awareness, and preventive measures in the ever-evolving food and beverage industry, thereby minimising the potential for public relations and food safety crises.


Option 3: 

“Brewing Up a Reputation Crisis: The Buckley’s Beverages Dilemma”


Welcome to the bustling world of “Buckley’s Beverages,” a revered food and beverage organisation that has been serving delectable delights across the United States for decades. Buckley’s Beverages has built a reputation on its commitment to quality, but it now faces a severe reputational risk that could spell disaster. In our hypothetical scenario, the company’s latest product, the “Buckley’s Delightful Blueberry Brew,” has been secretly exposed to a non-hazardous but unpleasant-tasting chemical due to a supply chain oversight. This chemical, although harmless, significantly alters the taste of the brew. The altered product has already hit the market, and consumers, accustomed to the premium quality of Buckley’s products, have started raising concerns over the compromised taste.

Word spreads fast in the digital age, and soon the news is all over social media. The hashtag #BuckleysBadBrew trends across platforms, as disappointed customers share their unpleasant experiences. To make matters worse, a renowned food critic, Lyle Lancaster, also posts a YouTube video expressing his distaste, which goes viral overnight. This incident poses a serious threat to the brand’s reputation and market position.

Aims and Objectives:

1. To equip Buckley’s Beverages staff with a comprehensive understanding of their critical role in managing and supporting the company’s reputation in times of crisis.

2. To strategise a swift and effective response for dealing with the immediate reputational threat, with particular focus on transparent communication, proactive customer engagement and damage control.

3. To develop a long-term plan that reestablishes trust in Buckley’s Beverages, including a review of existing supply chain operations, and strengthening the organisational culture to prevent future reputational risks.


Next steps


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Documents included in the complete guide:

Assistance Identifying target audience, players and stakeholder analysis
Getting commitment from stakeholders
Essential resources and logistics checklist
Roles and responsibilities checklist
Custom Potential character personas or roles guide
Risk management when running a game
Making good handouts and props
Playtesting guide
Facilitator notes
Guide to facilitating well
Tips for running the game on the day
Using Theatre of the Mind

Player introductions
Custom Narrative Running sheet
Custom Inject ideas
Custom Complications

Custom Hotwash guide
Evaluation and Data Analysis Guide
Communicating the results checklist
Custom Handouts and resource ideas
Player guide
Ground rules sheet
Hybrid or remote game tips




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