The anti-Islam campaigner has accused the restaurant of “discriminatory behaviour” over his political beliefs after he and four others were told to leave the steakhouse.
A statement signed by Hawksmoor restaurant co-founder and CEO Will Beckett, which doesn’t name Robinson, said: “A public figure was asked to leave one of our restaurants because guests and staff felt uncomfortable and had complained.” It continued: “the party left peacefully and politely on request” and that, “this was not about politics or belief".
The statement published on X explained that the restaurant is “trying not to engage in public debate” and that the team “has had to deal with a huge amount of fallout”, “some of which is quite concerning”.
In the aftermath of a public backlash, it is paramount that staff learn about the event from their organisation rather than via the media, highlighted workplace consultant Claudia De Silva, as this would only “exacerbate an already anxious time” when “communication is imperative".
Speaking to HR magazine, De Silva explained: “It's really important that the right people are communicating. If your organisation is large enough. it will have a PR and comms team and a legal team. They should work directly with senior leadership and HR to make sure the right communications go out externally and internally.”
Read more: Keeping internal communications open in times of crisis
Reminding employees of their organisation’s media policy and restricting posts or comments on anything relevant to the incident without approval is also advised, said De Silva.
HR leaders should support staff during a period of intense organisational scrutiny, which may leave employees experiencing stress, anxiety or traum, De Silva added.
“Employees should be given a safe space to discuss this issue, to voice concerns and to ask any questions,” De Silva continued. “The organisation should offer external counselling for both individuals and also as a group, if this is relevant to the situation.”
The ripple effects of a big media stir can be felt at senior leadership level too, she stressed. It’s important to recognise that CEOs, founders and MDs also need support through challenging times.
She suggested forming an incident response team made up of internal and external advisors as another option in order to “view the nature of the incident in its own light”.
Read more: What should HR do in a communications crisis?
Adopting a risk-based approach can help anticipate 'what if' scenarios, said culture consultant Shakil Butt. This can avoid in-the-moment decisions that are not properly thought through, and includes being clear on the organisational values and behaviours.
“Acting consistently on those values can help to balance considerations guiding decision-makers on what is the right thing to do,” Butt told HR magazine, “which may be forgoing short term profits and instead opting to send a message to staff and customers, about what really matters to the organisation.”
Butt added: “In this global, connected world, events can very quickly impact organisations. We really are in it together.”
Tania Goodman, partner and head of employment at law firm Collyer Bristow said, when concerns about threats, intimidation, or reputational harm are raised, “employers should respond promptly, document the reports, and take protective steps, including involving law enforcement or online platforms where appropriate".
Read more: How HR and leadership can transform internal communications
“Tripadvisor has placed a notice on the Hawksmoor location's page stating that, due to a recent event, it has temporarily suspended new reviews. This action was likely prompted by concerns from either Tripadvisor or Hawksmoor, or both, about a potential online backlash and reflects an appropriate focus on safeguarding the restaurant’s staff,” explained Goodman.
From a PR perspective, “Hawksmoor is treading a fine line in balancing staff welfare with its public-facing service ethos,” said Goodman.
“Offering to cover Robinson’s drinks and avoiding confrontation suggests its approach was measured and, unless evidence of discriminatory intent emerges, lawful and appropriate in the circumstances,” she added.
