Page 7 - DB Crisis Management Guide

During an emergency the number one priority is the safety of your Guests and Team Members. The
Manager must make decisions that are in the best interest of everyone in the store, including making the
decision to evacuate or close.

STEP 1. STAY CALM IN THE “FIRST 5 MINUTES”
STEP 2. TRIGGER SILENT ALARM IF WARRANTED

STEP 3. DIAL 911 IF WARRANTED
STEP 4. FOLLOW CRISIS CASCADE PROCESS

STEP 5. DIRECT ALL MEDIA INQUIRIES TO MARKETING

How a crisis or potential crisis situation is handled in the “FIRST 5 MINUTES” can significantly change the
outcome.

At Dave & Buster’s we use “Levels” to determine the severity of a specific crisis.

 LEVEL 1 has significant potential of immediately and negatively impacting our brand, Guests or Team
Members, and has a strong possibility of attracting negative media attention.
 LEVEL 2 is less likely to immediately cause brand damage, but has the potential of escalating if not
handled correctly.
 LEVEL 3 is a situation that has limited potential of negatively impacting the brand. Follow the
standard procedures that have been defined and communicated by Dave & Buster’s.
 LEVEL X is the fourth category and is a dedicated process for very specific Level 1 situations where
there is a significant chance of (A) having communication impacted, preventing the Manager from
following the Level 1 process, and/or (B) risk of negative media coverage.

PLANNING FOR A CRISIS — MANAGER’S ACTIONS
 Ensure all Managers and Team Members are properly trained on crisis processes and clearly
understand their role in the event of a crisis situation.
 All Managers must review the following tools to ensure they are prepared for a crisis before it occurs:

 Crisis and Emergency Management Guide – Manager Version
 Crisis Quick Guide
 Crisis Flip Guide

 If your store is located in a mall, always use proper judgment by notifying mall management of all
crisis situations when appropriate.

 Develop an emergency plan for your store:
 Gather Team Member phone numbers/emergency contact information and keep this information
somewhere other than the store so you can reach everyone in the event of an emergency.

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