Chapter 24 Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter

When a senior field journalist attempts to cover super typhoon Haiyan in the Philippines, body guards were assigned to protect end-up obstructing. Disagreements between the news team and security team followed. The teams had different opinions regarding how situations should be handled. The clients were not satisfied with the services provided by the security, while the security felt the clients failed to understand safety considerations. What should the security company have done to ensure safety while supporting the news team’s objectives?