Page 6 - DB Crisis Management Guide

“IT CAN TAKE 20 YEARS TO BUILD A REPUTATION AND ONLY FIVE MINUTES

TO RUIN IT.” – WARREN BUFFETT

PURPOSE —To ensure Management has the knowledge to quickly and effectively respond to a crisis in
order to protect the Team Members, Guests, the brand and ultimately our reputation and bottom line by …

 Ensuring the safety of our Guests and Team Members.
 Working with authorities to quickly and effectively resolve the situation.
 Containing and/or minimizing media coverage and ensuring our perspective is included.
 Providing consistent, timely and transparent communication to all audiences.
This Crisis and Emergency Management Guide (sometimes referred to as the “Crisis Management Guide”
or the “Guide”) is exactly that – a Guide. It’s not intended to have all of the answers, but instead provide a
collection of best practices in regard to preventing, preparing and responding to a crisis or emergency
situation. A condensed version of this Guide will also be produced for management’s use and will be
referred to as Crisis and Emergency Management Guide – Manager Version.

WHAT IS A CRISIS? — Any situation that is deemed an emergency, has significant potential of immediately
and negatively impacting our brand, or threatens the ongoing prosperity of the business.

Crisis situations will typically fall within one of six main categories.
ALCOHOL — Any situation concerning alcohol at Dave & Buster’s.

CRIME — Any situation involving a major crime in a store or on our property.

FOOD, HEALTH AND SAFETY — Any situation involving food, health and safety at Dave & Buster’s, including
allegation of food poisoning.

GUEST AND TEAM MEMBER ISSUE — Any issue involving Team Members or Guests that includes harassment,
discrimination, etc.
NATURAL DISASTER AND FIRE — Incidents such as tornado, hurricane, earthquake, flood or fire.

OPERATIONS — Situations such as loss of power, no water or picketing.

It’s important to acknowledge that even if a situation appears to be minor and a “non event,” if it is not handled
correctly from the very beginning it can quickly escalate to a brand-damaging crisis.

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