When Crisis Is Built, Not Born
The leadership lessons hiding inside Spirit Airlines and GameStop Two headlines recently caught my attention — and not for the reasons most people think. Spirit Airlines filed for bankruptcy, and GameStop is making a move on eBay, an apparent $56 billion bid built on borrowed money for a company four times your size, in a business you’ve never run, announced without even calling them first. That doesn’t seem like bold leadership. Some would say that’s the most expensive identity crisis in corporate history. And, the court of public opinion is rendering verdict after verdict, moment by moment. At first glance, these seem like separate stories, but they are actually the same story told twice. One company appears to be sinking into debt it never should have accumulated, while the other is chasing an unrelated revenue stream because its core business is apparently failing. Both companies made decisions in the boardroom, during calm times, that led to the crisis you’re reading about today. That’s the part most people miss. Crisis is rarely unforeseen – most crises smolder before they erupt. It’s a consequence. I’ve spent my career watching organizations invite disaster through poor leadership. Overleveraging. Distraction. Identity drift. These aren’t market forces; they are conscious leadership choices often made with a short-term outlook. Spirit and GameStop aren’t alone. WeWork valued itself at $47 billion based on debt, only to collapse. Bed Bath & Beyond abandoned the product lineup that built its brand, chased a shiny new strategy, and went bankrupt. Way back in the day, Kodak invented digital photography, then didn’t deploy it. The names change. The pattern stays the same. Three questions every leader should ask right now: ▸ Are we carrying debt that leaves us no room for error? ▸ Are we chasing opportunities outside our core identity? ▸ Do our people know exactly who we are and what we stand for? If you hesitated on any of those, have the conversation now, not when you’re in pain and the marketplace is watching. Stick to your strengths and do what you do best, better than anyone in the marketplace. Remember, reputation leads to trust, and trust leads to valuation… and not all currency is financial.
Resilience Is Built in Community
Business ownership has always required resilience. Markets shift, industries evolve, and unexpected challenges appear without warning. The entrepreneurs and leaders who endure aren’t simply those with the best strategies; they’re those surrounded by the right people. Community counts. March’s gathering of Rare Intent at The Elk Room in Baltimore was a reminder of how powerful those connections are. Events like this aren’t just about networking; they’re about strengthening a community of professionals who understand the realities of building and sustaining a business. When business owners come together in the right environment, resilience begins to take shape through shared experiences, honest conversations, and a core understanding that no one is navigating the journey alone. As meaningful connections begin to form between peers, conversations naturally shift from introductions to insights. People share what’s working, what isn’t, and what they’ve learned along the way. Even the hard lessons, which are the most valuable. Advice is exchanged. Ideas spark. Relationships deepen. Over time, iron sharpens as leaders continue to grow and face challenges with much greater clarity and confidence. Equally important, these communities help provide perspective. When you’re deeply involved in running a business, it can be difficult to step back and see the bigger picture, personally and professionally. A conversation with another owner, advisor, or peer can introduce new ways of thinking that help clarify the path forward. Often, the most valuable insights don’t come from a formal presentation but from an honest conversation across the table. That’s part of the vision behind Rare Intent. The goal isn’t simply to host another networking event. It’s to build a community of like-minded professionals who gather regularly—people willing to share experiences, offer guidance, and support each other through the realities of business ownership – a trusted circle. When business owners invest in each other, everyone grows stronger. And when a community grows stronger, resilience becomes part of its foundation.
The Mental Health Crisis Taxing Our Nation’s Law Enforcement
Local law enforcement officers across this country are being asked to do more than ever before, and much of it has little to do with traditional crime fighting. I’ve always said that police officers are ordinary people who are constantly thrust into extraordinary situations. Today, roughly one in ten police calls involves someone experiencing a mental health crisis. At the same time, an estimated one in five adults in the United States lives with a mental illness in any given year. These two realities are colliding on the front lines of public safety each day. Police officers have long been the de facto first responders to mental health emergencies. And the system, as it currently stands, is not built to support them, or the people they are trying to help. A Role Law Enforcement Was Never Designed to Fill Officers are trained to do many things – secure crime scenes, enforce laws, neutralize threats, among other things. They are not clinicians or therapists. Yet every day, they respond to calls involving suicidal ideation, severe psychosis, addiction-related crises, and individuals in extreme emotional distress. When a community lacks accessible mental health services, the 911 system becomes the default safety net, and the consequences are measurable. Research from the Treatment Advocacy Center has found that individuals with untreated serious mental illness are up to 16 times more likely to be killed during a police encounter than other civilians. Other national analyses indicate that approximately one in four people fatally shot by police has a serious mental illness. Those statistics do not suggest malice on the part of officers. They reveal a systemic gap, a mismatch between training, resources, and expectations. When someone in crisis behaves unpredictably, fails to follow commands, or appears erratic, a situation can escalate quickly. Without specialized tools and support, even well-intentioned officers can find themselves in high-risk situations. The Toll on Officers We cannot talk about mental health in policing without acknowledging the impact on the officers themselves. Repeated exposure to trauma – suicides, overdoses, violent scenes (murders, rapes, aggravated assaults, armed robberies), and domestic crises – carries a cumulative psychological toll. Studies consistently show elevated stress, sleep disruption, depression, and symptoms of post-traumatic stress among law enforcement professionals. It is real. Yet a persistent culture of silence often surrounds officer wellness. Many officers fear that seeking help may affect their careers or their standing within their departments. In fact, vulnerability is often viewed as a weakness, not officially but among the rank and file. The conflict is that the overwhelming majority of police officers are good-hearted people who want to help others. Then the world gets ahold of them, and they put up walls to protect themselves and others. Over time, they often isolate and internalize. When we send officers into mental health crises without sufficient training or ongoing psychological support, we are compounding the strain. The burden is operational, emotional, and reputational. This is not sustainable, for the individual officer or for the communities they serve. The Training Gap & Opportunity Crisis Intervention Team (CIT) programs, for example, typically provide 40 hours of Specialized training focuses on recognizing signs of mental illness, de-escalation techniques, legal considerations, and partnerships with local treatment providers. Departments that implement these programs report improved officer confidence and stronger collaboration with mental health professionals. But training alone is not enough. Perhaps a layered approach will work: Consistent, evidence-based crisis response training for officers. Embedded mental health co-response teams pairing officers with clinicians. 24/7 crisis stabilization centers to divert individuals from jail. Confidential mental health resources for officers. Clear communication strategies that build community trust when incidents occur. Communities that invest in these systems can see fewer arrests for low-level mental health-related incidents and better long-term outcomes for individuals in crisis. This is not about removing law enforcement from the equation. It is about equipping them appropriately and ensuring they are not the only answer. A Public Safety Imperative Mental health is a public health issue. When it becomes a law enforcement issue solely, everyone is at risk. The reality is this: police officers are often the only responders available at 2 a.m. when someone is suicidal, delusional, or in severe distress. We owe it to them and to the families who call for help to ensure they have the right training, the right partners, and the right support systems. Families desperately want their loved ones to receive help, not sanctions or, tragically, escalation to a deadly encounter. If we continue to rely on law enforcement as the front line of mental health response without structural reform, we will continue to see tragic outcomes, strained community relationships, and burned-out officers. If nothing changes, nothing changes. Our officers deserve better preparation. Our communities deserve better outcomes. And individuals in mental health crisis deserve a response designed for care, not confrontation, albeit sometimes unavoidable. This is not just a policing issue. It is a leadership issue. And it is one we can no longer afford to ignore. Learn more about this topic from an amazing program, https://www.miraclesaves.org.
Leading Through Financial Crisis: What Leaders Must Do Under Scrutiny
When financial stress becomes visible, leadership decisions are magnified. This short video highlights a few critical considerations leaders should keep in mind—especially when silence, panic, or mixed messaging can make things worse and employees, stakeholders, and the public are paying attention.
What the Verizon Outage and Recent Brand Failures Teach Us About Crisis Leadership
Over the past year, a growing list of well-known brands — including Saks Global, Rite Aid, Forever 21, and Marriott — have found themselves in the headlines for bankruptcy filings, operational breakdowns, or reputational backlash. While each situation looks different on the surface, they all point to the same underlying issue: crisis leadership failures that began long before the crisis became public – a dimmer switch versus the flick of a light switch. A timely example came up last week with the Verizon wireless outage, which disrupted calling, texting, and mobile data for customers across large parts of the U.S. Phones were pushed into “SOS” mode, and for hours, millions of people were left without reliable connectivity. While Verizon worked to restore service and later offered account credits, early communication was limited, forcing customers to rely on social media and outage trackers for answers. The outage itself was disruptive — but the leadership response shaped how customers perceived the event. It felt as if many were wondering this this was a technical issue or widespread cyber-attack. This highlights a critical distinction leaders often overlook: the difference between sudden crises and smoldering ones. Research consistently shows that roughly 70–75% of corporate crises are “smoldering” issues — problems leaders were aware of, or should have been aware of, but failed to address quickly enough. These slow-burn issues don’t grab attention at first, which makes them easier to ignore — until they explode into full-scale crises. The Verizon outage may feel sudden to customers, but system vulnerabilities, redundancy planning, and response protocols are all smoldering issues (or opportunities) that require leadership attention long before something breaks. The same pattern appears in recent bankruptcies. Saks Global’s collapse followed years of mounting debt and delayed decisions. Rite Aid’s repeated financial struggles reflect unresolved operational and legal pressures. Forever 21’s decline was driven by leadership waiting too long to adapt to shifting consumer behavior. Across industries, the lesson is clear: crises are rarely caused by a single bad day. They are the result of hesitation, overconfidence, and delayed action. Leaders often move quickly when faced with dramatic, visible emergencies — but move far too slowly when the warning signs are quieter. In Fallston Group’s experience, there are often many reasons for this, including the fact that hard decisions often lead to investor backlash, stock price hits, and layoffs. Not to mention an overreliance on brand longevity and perceived marketplace power. Strong crisis leadership isn’t about perfection. It’s about early recognition, transparent communication, and decisive action. Customers, employees, and stakeholders can tolerate disruption. What they won’t tolerate is silence, confusion, or the sense that leaders failed to act when they had the chance. Again, ‘If you don’t tell your story, someone else will.’ However, our mantra taken one step further, ‘If you don’t take action, someone else will.’ In today’s environment, where a single outage or headline can redefine a brand overnight, crisis leadership is no longer optional — it’s a core responsibility of anyone in charge.
Fallston Group “Ways In” on Waymo: Self-Driving Safety Issues Examined
Waymo self-driving cars are in cities across the country and now they’re headed to Baltimore, but they’re being investigated for safety concerns. in Texas, they’ve been documented in twenty different incidents this school year of driving around school buses that had flashing red lights and the stop arm deployed. Now despite being asked to stop operations Waymo has declined, this morning we spoke with crisis management expert Rob Weinhold with Fallston Group to weigh in, take a look:
Protecting Customers This Holiday Season: A Call to Proactive Leadership
Embrace the Three P’s – Prevention, Presence & People As the holiday season begins, a time of larger crowds, heightened emotions, and rising expectations, destination leaders have a special responsibility: to make sure every guest feels safe, seen, and appreciated. Safety isn’t just a policy; it’s a commitment. And that commitment starts with leadership. Crisis leadership is not about reacting in chaos; it’s about preparing with purpose. Shopping centers and entertainment destinations should review and rehearse their emergency response plans now. Coordination with law enforcement, fire, and EMS isn’t optional, it’s essential. The more seamless these relationships are before a crisis, the more effective the response will be when seconds count. According to the National Retail Federation, more than 72% of retailers increased security measures during last year’s holiday season, and with good reason. The FBI reports that nearly 17% of active-shooter incidents occur in commercial areas. Working together, destination leadership and customers can collaborate to help ensure the desired levels of emotional and physical safety. Equally important is the power of presence and communication. A visible, professional security posture not only deters threats, it reassures guests. Clear signage, consistent messaging, and confident staff communication create a sense of calm in the midst of crowds. Every team member, from the ownership to general manager to staff, must understand how to identify and report suspicious behavior. Empowered employees are your first line of defense. The old adage is true, ‘If you see something, say something!’ Finally, the people! Lead with empathy. When an incident happens, the words and tone of leadership can either build or break public trust. Speak early, clearly, and compassionately. Demonstrate control but also care. The holiday season should be about connection and community, and those values must extend to how we protect our guests. Preparedness, presence, and people – three simple principles that define strong crisis leadership. When destination leaders embrace these pillars, they not only safeguard people; they preserve confidence, loyalty, and reputation. Remember, reputation leads to trust and trust leads to valuation, and not all currency is financial. At Fallston Group, we help organizations build, strengthen, and defend their reputations—before, during, and after a crisis. Please give us a call if you’d like to discuss this or any other topic further.
Protecting the Integrity of the Game: Enforcement, Prevention & Treatment
The integrity of competition is non-negotiable. The recent NBA betting scandal reminds us that when insider information, game manipulation, and gambling converge, trust in the sport collapses. Once that trust erodes, so does the credibility of the league, the athletes, and the fan experience itself. At Fallston Group, we see this not just as a sports issue, but as an institutional one. Gambling risks extend far beyond individuals placing bets — they test the resilience of entire organizations. That’s why leadership must own both prevention and response. The system must be designed to detect, investigate, and enforce consequences swiftly and transparently. Prevention begins with culture. Policies on paper mean little without education, accountability, and awareness. Every player, coach, and staff member should understand how gambling risk manifests — from subtle conversations about injuries to outright solicitation for insider information. Building an integrity-first mindset takes ongoing training, honest dialogue, and leadership that models ethical behavior daily. Treatment — in this context — isn’t just about punishment. It’s about rehabilitation, support, and restoring faith in the system. When missteps occur, the goal must be to rebuild both the individual and the institution’s credibility. The legalization and normalization of sports betting mean that organizations must adapt faster than ever. Proactive risk management, clear communication, and unwavering enforcement aren’t optional — they’re essential. Ultimately, fairness, transparency, and legitimacy are the lifeblood of competition. Fans deserve to know the game they love isn’t compromised. As I shared on FOX 45 Baltimore, it’s our collective responsibility to protect that integrity — through strong enforcement, thoughtful prevention, and meaningful treatment. Because without integrity, there is no game.
Rob Weinhold, CEO of Fallston Group, Shares Insight on FOX Following AWS Global Outage
Watch interview on Fox: https://foxbaltimore.com/fox45-mornings/amazon-web-services-outage-causes-global-disruption-highlights-economic-reliance#
When the Cloud Breaks: Leadership Lessons from the AWS Outage
When the Cloud Breaks: Leadership Lessons from the AWS Outage During the early hours of October 20th, a major outage at Amazon Web Services (AWS) took hundreds of platforms offline and caused chaos for thousands of companies. Global brands like Snapchat, Venmo, Fortnite, Signal, and Ring were severely affected, along with UK institutions such as Lloyds Bank and HM Revenue & Customs. When the cloud goes down, the ripple effect hit with velocity and impact, and no organization is immune. Whether you are a global enterprise or a main street business, when your business continuity is disrupted, it can cost you time, money, customers, and careers. Moments like these separate reactive organizations from resilient ones. That’s why Fallston Group teaches the Resilient Moment Communications Model — a practical framework that guides leaders through the uncertainty of crisis. This model, developed by Dr. George Everly, provides a strategic communications path for leaders of every organizational shape and size. The Model suggests that if a leader answers the following five questions, at any stage of crisis, most questions that people have about an issue will have been answered: What happened? Be factual and transparent. AWS’s disruption apparently stemmed from an internal subsystem failure — not a cyber-attack. Clear early messaging prevents speculation from taking root. What caused it? Explain the root cause in plain language. Jargon confuses; clarity builds confidence. What are the effects? Acknowledge the human and business impact. From customer frustration to investor concern, empathy and accountability sustain trust. What is being done about it? Demonstrate decisive action. Communicate progress and solutions without over-promising. Precision and presence matter. What needs to be done in the future? Show learning and leadership. Strengthen systems, train teams, and rehearse responses before the next test. The AWS outage is a real-time reminder that resiliency is not just technical — it is organizational. As we say at Fallston Group, ‘you don’t spin your way through crisis; you lead your way through.’ Fallston Group helps leaders prepare for, navigate through, and recover from issues of sensitivity, adversity, and crisis — because reputation leads to trust, and trust leads to valuation. For more information, link to www.fallstongroup.com. – Rob Weinhold, Chief Executive of Fallston Group
