
Last year, spa chain Massage Envy implemented a rebranding to address the challenge of courting younger consumers. Now, following nearly 200 allegations of sexual assault of customers at its facilities, the company faces a more dire marketing crisis. On Wednesday, the Illinois attorney general initiated an investigation into the complaints, which include lawsuits and police reports, previously reported on by BuzzFeed News, as consumers advocated for boycotts of the Scottsdale, Arizona-based chain’s 1,150 franchise locations.
Aside from issuing a statement to various news outlets that it does not comment on legal cases and that it “holds franchise owners accountable” to its policies, Massage Envy has largely kept silent. Company representatives did not respond to Ad Age’s request for comment. Such failure to address the issue in its consumer-facing communication, especially during a week when prominent figures, including Matt Lauer, have joined the list of those under fire for sexual harassment, is a mistake, experts say.
“They obviously don’t have a crisis communication plan,” says Gene Grabowski, a partner at Washington, D.C.-based PR firm Kglobal. “When you think of a company that’s touching people for a living not having a plan, frankly, from a legal perspective, I don’t understand how that’s possible.” He noted that other franchise operators, like McDonald’s, hold franchisees liable to strict quality standards.
Continue reading at AdAge.com