Just like when the Delta flight crew forcefully removed that doctor from the airplane. Or a Starbucks employee calling the police on black people waiting there.

By the time PR get's involved, it's too late.

This is one crucial vulnerability of many companies in today's world, any low level employee can generate a huge PR disaster by just not being smart enough to see the bigger picture.

So basically today you need every employee to be trained like a world class PR agent.