Cabbage pancakes and crisis communication: a lesson

Local favorites, Xiao Bao Biscuit and Tu, were caught charging customers extra sales tax on every bill, a 2.5 percent surcharge that was undisclosed and intended as a "convenience fee" offsetting credit card processing fees, according to the Post & Courier. The restaurant has since made strides to reformat their checks and respond to the allegations of deception, but not after more than a day of silence as the story danced across the Internet. It underscores the importance of small businesses having a crisis communications strategy in place for when things get out of hand, something it appears XBB did not have. Here's what every small business, non-profit, or individual should do to survive their next crisis.

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