Crisis can manifest in many forms – financial, organizational, personnel, or technological. Ideally, you must have a team ready with a set of tailored responses that address different types of crises. And it is best for business owners to be prepared to face a crisis that comes their way.
Having an effective PR crisis management team on hand can decide how quickly a company can regain its reputation after losing it. That’s because any company, regardless of its size, may suddenly find itself during a crisis.
For business owners, here are some super-effective ways to deal with unforeseen problems.
Face it Head-On and Offer a Public Statement
Whatever the crisis may be, customers will want to know what went wrong. If a business hides facts, it could be shown badly on them as the media can quickly get hold of concealed information. So, the best option for a business in crisis is to directly address the issue and give a public statement. The PR team can release a few key details about the issue like how they will fix this and disclosing some of the next steps they will execute. Also, the statement must not have any speculative information.
Get Your PR Team to Address the Media
The moment a company faces a crisis, sections of the media will want to get hold of the company’s CEO, spokespersons, or other important people for a statement. Invariably, they may not be in a position to make a statement due to the stress they are under. So, the company’s PR team can address the media on their behalf, explaining the situation and effectively blocking further damage to the brand name.
Check if there are Potential Legal Hassles
In addition to a highly efficient PR crisis management team, you will need sound legal advice during situations. For instance, suppose a factory is facing labor issues. If the company heads make controversial statements that do not go well with the employees on strike, the problem could blow up even larger. That’s why businesses need to consult with the PR and legal teams to know what to say and when.
If necessary, the legal team can issue a gag order to prevent other employees from making statements that could escalate the issue further.
Invest in a PR-Centric Advertising Campaign
Social media is an excellent PR tool for damage control in times of crisis. It offers a wide range of platforms that PR professionals can use to their fullest potential to jump-start a business again. Therefore, while trying to control the crisis, it is critical to make an advertising plan that reinforces your company’s values, ethics, and overall message. The plan can have the following points.
- An apology letter to loyal customers
- New guarantees
- Steps were taken to mend the broken relationship and reputation
- Reassurance that the crisis won’t be repeated
- Introduction of new and improved incentives – discounts, bonuses, gift cards, etc.
Stand by Your Clients
It is natural for customers to get angry and feel extremely disappointed when a company they trusted lets them down. So, you must accept a bit of backlash from them. For instance, you could see them line up outside of your office building demanding that you recall the faulty products they bought. They may also ask for a refund.
It is critical to remember that customers are what make your business run successfully. So, do the needful and initiate refunds or replacements as soon as possible. Then, assure them that you are in complete control of the situation and will bring things back to normal in no time. It is essential that customers know you are genuinely apologetic about the crisis and understand that it was an unintentional mistake. This could salvage your reputation and enable future products to be sold without hassles and helps crisis management.