Crumbling under bad press? Lessons from the Girl Scouts on handling tough headlines

In this Article:

• Girl Scouts in the news
• What small business owners can learn
• What to do
• What not to do
• Turn challenges into opportunities

Every year, millions eagerly await the arrival of Girl Scout cookie season. Favorites like Thin Mints, Samoas, Trefoils, and Tagalongs have become household names. But this year, the buzz isn’t just about indulging in these treats, it’s about recent health concerns that have put the Girl Scouts in the media spotlight.

This situation offers valuable insights for small business owners. The Girl Scouts, known for running the largest girl-led entrepreneurial program in the world, are now navigating the challenges of negative publicity. No matter how well-loved your business is, bad press can happen. The good news? How you handle it can make all the difference.

Here’s what happened: Girl Scouts in the news

A report by Moms Across America, in partnership with GMOScience, claimed that Girl Scout cookies were found to contain traces of toxic metals and glyphosate, an herbicide commonly used in agriculture. The study alleged that 22 out of 25 cookie samples tested positive for metals like aluminum, arsenic, cadmium, lead, and mercury. Thin Mints reportedly had the highest level of glyphosate, while Peanut Butter Patties showed the highest levels of toxic metals.

The controversy gained further traction when Joe Rogan discussed the report on his podcast, calling the cookies "toxic" and adding to the public debate.

In response, Girl Scouts of the USA (GSUSA) issued a statement assuring consumers that their cookies are safe and meet all U.S. Food and Drug Administration (FDA) standards. They explained that environmental contaminants, including heavy metals, can occur naturally in soil, meaning that nearly all plant-based foods may contain trace amounts. GSUSA emphasized that these amounts do not pose a health risk and that their bakers adhere to rigorous food safety standards.

Beyond cookies, the Girl Scout Cookie Program is about far more than fundraising—it's a hands-on business experience that helps girls from kindergarten through high school develop financial literacy, goal setting, people skills, and leadership abilities. Many future business owners and executives got their start selling cookies, learning how to manage money, pitch a product, and navigate customer interactions.

Notably, several successful businesswomen began their journeys as Girl Scouts. Mary Barra, the CEO of General Motors, credits her Girl Scout experience with fostering her leadership skills. Similarly, Sylvia Acevedo, a former CEO of Girl Scouts of the USA and a rocket scientist, attributes her early interest in science and leadership to her time selling cookies. Additionally, Carla Hall, a renowned chef and entrepreneur, traces her introduction to entrepreneurship back to her days as a Girl Scout in Nashville.

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What small business owners can learn

Handling bad press is part of running a business, whether you’re a global brand or a small local company. When public perception is at stake, the way you respond can either rebuild trust or make the situation worse. The Girl Scouts’ approach to their cookie controversy offers valuable lessons for business owners on what to do and what to avoid when faced with negative headlines.

Planning ahead for potential issues is crucial for any business. Having a strong contingency plan can help you prepare for reputational challenges, ensuring you have a strategy in place before a crisis hits.

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What to do

A well-managed response can turn bad press into an opportunity to reinforce trust and credibility. The key is to acknowledge concerns, provide clarity, and keep communication open. Here’s how to handle it the right way.

✅ Stay calm and gather the facts 
When faced with negative press, it's crucial not to react impulsively. The Girl Scouts took time to assess the situation before responding, ensuring they had all the necessary information.  

As a business owner, take a step back, research the issue thoroughly, and understand the full context before making any public statements.

✅ Communicate transparently 
Transparency builds trust. GSUSA addressed the concerns directly by providing clear information about product safety and ingredient testing. They reassured customers that trace amounts of metals and herbicides can naturally occur in many foods and confirmed that their bakers follow strict safety regulations.  

Similarly, if your business faces criticism, acknowledge any valid concerns, provide factual information, and outline the steps you're taking to address the issue.

✅ Engage with your community 
The Girl Scouts have a loyal customer base built over decades. They engaged with their community by providing reassurance and reinforcing their commitment to safety and quality. They also provided Girl Scout cookie bosses pertinent information they could share with their customers to ease concerns and continue through their busy season.  

For small businesses, maintaining open lines of communication with your customers can turn supporters into advocates during challenging times. Social media can be a powerful tool during a crisis. Knowing how to use social media effectively can help your business maintain control of the conversation, respond quickly to concerns, and reinforce your brand messaging.

✅ Highlight your core values 
Despite the controversy, the core mission of the Girl Scouts remains unchanged: empowering young girls through entrepreneurial experiences. They used this opportunity to remind the public of the positive impact of their program.  

Your business can do the same by emphasizing your core values and the benefits you bring to your customers and community.

✅ Learn and adapt 
Challenges offer opportunities for growth. The Girl Scouts are likely reviewing their processes and considering any necessary changes to prevent future issues.  

Negative press can highlight areas for improvement. Businesses that implement better customer relationship management strategies are better equipped to retain customers, manage concerns effectively, and build long-term trust even after facing public criticism.  

As a small business owner, use negative feedback as a learning experience. Assess what went wrong, make improvements, and communicate these changes to your customers.

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What not to do

While it’s important to know the right steps to take, avoiding common missteps is just as critical. Mishandling negative press can make a bad situation worse and damage your reputation even further.

🚫 Deny everything without facts 
If you immediately push back against criticism without investigating, you risk looking defensive or dishonest. Take time to gather facts before making a statement.

🚫 Go silent and hope it blows over 
Ignoring bad press rarely works. Customers want transparency, and silence often leads to more speculation. Even if the claims are misleading, acknowledge the concern and provide clarity.

🚫 Blame the customers or critics 
Pointing fingers at consumers, critics, or the media can backfire. Instead of dismissing concerns, focus on providing accurate information and reaffirming your commitment to quality.

🚫 Overpromise and underdeliver 
If changes need to be made, make sure you can follow through. Promising quick fixes or unrealistic improvements can further damage trust if you can’t deliver.

🚫 Let the bad press define your brand 
One negative moment doesn’t have to overshadow years of good work. Stay focused on your mission, keep engaging with your audience, and remind people of the value you bring.

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Turn challenges into opportunities

In business, facing tough headlines is almost inevitable. However, by staying calm, being transparent, engaging with your community, highlighting your core values, and learning from the experience, you can navigate negative press effectively. The Girl Scouts' approach to recent challenges serves as a practical example for businesses of all sizes.

For the girls selling these cookies, this moment is a real-world lesson in resilience. It’s a powerful lesson to illustrate that in business, challenges are unavoidable, but they can be handled with confidence, strategy, and integrity. Also, having the right business insurance is a necessary asset – it can be a lifesaver when your business needs it most.

💡✍ Remember, negative press is not just about weathering the storm but emerging stronger and more resilient on the other side. Go out and support our future female entrepreneurs and leaders. Pick up (or donate) a box of cookies before the season ends and show the Girl Scouts that you stand with them!

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