So it finally happened and you are now facing a crisis that is currently affecting your brand and the reputation that you have spent your time and effort building. Fortunately, you would not be the first person on earth being subjected to this nor is it an incurable and unsolvable speed bump. A lot of companies right now that are still flourishing have been subjected to events which have negatively affected their reputation and the fact many of them are still up and running today is a testament that they overcame whatever it is they were subjected to in the past.
Regardless, repairing your reputation should have been a part of your reputation management strategy in the beginning. Extensive stakeholder research would help you facilitate and customise your strategy to better suit some of your most vital consumers and stakeholders.
Once the damage is done, every second that comes after it is crucial to you. The longer you wait, the heavier the damage may be because you are losing consumer confidence not only due to the damage but because of your inability to address the situation or solve the problem. However before you take any action, you will want to extensively access the damage. Understand its source, how it progressed, and what parts of your business are affected. After all, you cannot admit to your mistake without knowing what it is thoroughly. So assess the damage and use that information to base your next plan of attack on. This will eventually help you enhance your reputation management planning for future uses.
Do not get too emotional
Some companies tend to humanise their company in an attempt to get more sympathy points. While this may work for a small number of companies and in certain situations, it is necessary for you to separate facts from feelings. When you give out facts, there is no room for misinterpretation as opposed to feelings wherein some people may get turned off by the unprofessionalism, it's not always the public who need to be pleased but often you need to be mindful of your stakeholders. This is why many companies do extensive research into their stakeholders and even employ stakeholder engagement consultants to better understand the prospects, values and services of their stakeholders so the company can keep them happy, for more information visit this web page.
(Social) Media Warrior
Fortunately, at this day and age, we have social media to employ to effectively disseminate information. This is very helpful especially if you have explanations or solutions to be enforced and you want the public to know of your immediate action. Strategise on how to use all forms of media to reinforce your reputation management plans to the public and let them know that things are being done to address and avoid the recurrence of the crisis.
When you want to work your way again to your client’s trust, you may get this tendency to promise them the whole world. But again, you would be setting yourself up to further damage if you fail to reach expectations and goals that you have set on your own. This is where having a reputation management team such as this one come up with a reputation strategy can help you avoid mistakes during a time of crisis and manage your reputation. This is done by making sure that expectations and future goals between you and the public is attainable.
Being honest about the situation will be highly respected by the public. Let them know if you realised that there was something lacking, to begin with, or that the mistake was due to an oversight. Be transparent on what measures you are doing to address the damage such as employing further trainings or creating new departments that are specifically tasked on that certain issue. Honesty may hurt a bit to employ in the beginning, but the public appreciates an honest company enough to eventually give it another chance.(Read more...)