The beer maker has been slammed in traditional and social media since photos of a dogfight with prominent Heineken branding went viral.
Heineken has denied knowledge of the event, which apparently occurred at a Mongolian nightclub in 2011. Any sane person would realize right away that Heineken is probably not sponsoring dog fighting. But it wouldn’t be the Internet if everyone were of sound mind.
Naturally, the masses took to Heineken’s Facebook page to berate the company. What could it do? Blindsided by the photo, Heineken launched into action.
On Tuesday, Heineken posted twice to its Facebook page—first at 2:00 a.m. Central Time and again at 5:44 a.m. The company moved quickly to investigate and craft a response, which can be found on its website and its Facebook page.
Here are few lessons we can take from Heineken’s misfortune:
1. Expect the unexpected and create an escalation plan.