You Didn't Mention the Piranhas by Sarah Nelson Smith

Author:Sarah Nelson Smith [Smith, Sarah]
Language: eng
Format: epub
Publisher: Unbound
Published: 2019-09-15T16:00:00+00:00

Everybody had a job to do, and did it with utter efficiency and minimal fuss. A question about corporate structure was met with a full response and printed reports in a matter of minutes. My request for a telephone battery pack was outstanding for only moments before my phone was being stripped of its case and clipped into a chunky and fully charged replacement. Phone calls made at 3am were answered. My role, at the heart of the crisis team, was to establish where we stood from a commercial point of view, and pull together and manage all of the different strands that would, if well handled, ensure our position only improved rather than deteriorated. This touched upon anything and everything: carefully drafting and laying down the parameters for our communications (whether with internal teams, franchisees or the outside world); holding town hall Q&A sessions with franchise partners who were understandably keen to know what was being done; strategising and planning the operational steps that would mitigate the situation, and commercial negotiations that would eventually enable all parties to move on from it further down the line. Importantly, it also meant ensuring that the teams around me felt reassured and confident that we were headed boldly in the right direction, even if we weren’t currently in the right place.

With the vehicle tracking systems that had been promised to KFC not yet up and running, we needed a way to let the restaurants know when their deliveries would be arriving. The usual delivery windows had been abandoned: instead, everybody simply accepted that the trucks would turn up whenever they got there. Restaurant teams took it in turns to remain in the restaurants, bundled up in sleeping bags throughout the night, while the night shift in the office tracked all of the vehicles as they left the depot and arrived at each restaurant, calling ahead to let the next restaurant know when their delivery should be expected. The walls were papered with charts and lists and maps and routes, and mugs of hot coffee were passed hand to hand like a blessing.

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