Crisis Management—Plan to Thrive, The Inside Story of How One Company Did It Right – Northeast Delta Dental President & CEO, Tom Raffio

CONCORD, N.H.: Northeast Delta Dental President & CEO, Tom Raffio, recently released Prepare for Crisis—Plan to Thrive, The Inside Story of How One Company Did It Right, a book he co-authored with Diane Schmalensee, President of Schmalensee Partners.

Throughout the COVID-19 pandemic, all of Northeast Delta Dental’s management decisions were made with the safety and health of its employees and external stakeholders uppermost in its considerations, causing it to focus primarily on providing relief to stakeholders and communities needing its help, rather than making money. This theme is explored throughout the book.

Raffio said, “I wrote this book for current and future leaders to share the story of how Northeast Delta Dental was challenged by the COVID-19 crisis—yet thrived in terms of its reputation, operational quality, and market position—to offer hope and guidance so other organizations can do the same.”

The book suggests how to build a strong foundation based on best management principles before a crisis, how to use that foundation to act wisely during a crisis, and how to renew the foundation with lessons learned emerging from a crisis. An appendix gives examples of messages to key stakeholders.

Prepare for Crisis is available at two independent bookstores, Gibson’s Bookstore in Concord, and Bookery in Manchester, and on Amazon.


About the co-author:

Tom Raffio has served as the President & CEO of Northeast Delta Dental since 1995, growing the company from administering the dental benefits of 300,000 people to over 965,000 people and increasing its number of employees by 150. He has received many awards for his business acumen and community service.


About Northeast Delta Dental

Northeast Delta Dental, a nonprofit member company of Delta Dental Plans Association (DDPA), is the region’s most trusted name in dental insurance for companies of all sizes, individuals, and families in Maine, New Hampshire, and Vermont. Northeast Delta Dental administers dental benefits for over 965,000 people, with a network of 1,856 participating dentists, or 88% of the total dentists in the tri-state area. To learn more about their products and how they can keep you smiling, visit In 2021, the company was named ‘Business of the Year, Insurance by Business NH Magazine. Visit to learn more.