Case example: Maclaren

What are the more general lessons that you can draw from this case in relation to crisis
management? In your view, what were consumer and legislator responses that the company
could have anticipated versus those that they could not have foreseen? And what specific
mistakes did the company make in terms of crisis communication?

Some of the more important lessons that can be learned from this case example, are that it is
rarely a good idea to be lazy when solving the problem. Maclaren’s approach of focusing
their attention only on more demanding USA market made the company look bad. That is
because it signalized to the stakeholders that they only care about fixing the turmoil around
their company, and not about the safety of kids.
They could have predicted the indignation of consumers and legislators, who wanted the
company to be concerned with children’s safety.
They lacked clear and concise communicate, staking that they care about the safety of
children involved with their products, and that they are going to do their best to help and
prevent any future accidents.