There's one certainty we know about a crisis - sooner or later every business will face one, usually when it's least expected. And, as Jindi Cheesefound out just before Christmas, the dairy industry is no exception. But while crises will inevitably hit, the impact they have will largely be determined by the preparatory action a business has taken beforehand and by the action it takes in the immediate aftermath of the crisis. Every crisis is different, but most have the following characteristics: surprise, insufficient information, an escalating flow of events, loss of control, intense scrutiny from outside and a tendency to focus on the external and not the internal.
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