Six in ten business owners say they’re confident they’d handle a crisis well. Yet more than 70% admit they don’t even have a plan. It’s an unlikely mix, confidence without a playbook, and it can turn into a real problem the moment something goes sideways. In this Move the Stairs livestream, the M&C team breaks down why that confidence can evaporate overnight, especially when one frontline moment becomes a viral story. They unpack the real-life Senica rooftop bar incident in San Diego, where a tipping confrontation sparked a Reddit firestorm, triggered review bombing, and spiraled, all without any visible response from the brand. Listen in and walk away with a practical approach for forecasting common crisis scenarios, responding fast without pouring gasoline on the situation, and building the kind of trust that protects your reputation when the internet turns up the volume.

When hurricane-force winds threaten a planned power shutoff, you have a narrow window to act before the powers that be flip the switch, and your message gets blown away. In this Move the Stairs episode, Erica Ferris (Director of Marketing, Monarch Casino Resort Spa) breaks down how Monarch Casino prepared for a 36-hour outage in Black Hawk with a clear, fast-moving plan highlighted by early, intentional communication (being specific about what’s open and closed at the resort), prioritizing guest and team safety, and supporting the wider community despite not knowing if the power would be turned off. And because Monarch moved quickly, addressing guests, Team Members, and the community through multiple media channels, the result wasn’t just “good crisis comms.” It was a clear proof point of a resilient company and of trust-building in real time, when it mattered most.