Saying sorry: Casanova bowing as she announced McDonald's restructuring plan in Japan. Photo: AFP
Imagine you’re the head of a US fast-food chain in Japan that has been scandalised by a tooth-in-French-fries disaster. How do you repair the damage? Bow deeply – and be convincing.
So it was for Sarah Casanova, the Canadian president of McDonald’s Japan, whose less-than-textbook corporate mea culpa this month was an attempt at the tightly choreographed script routinely used by crisis-hit organisations.
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