How to Prepare for the Unexpected
In order to survive a reputation crisis, and restore trust, one needs to be honest and transparent while taking ownership of the problem, delivering on promises, and acting on values.
If you or your clients ever encounter such issues, here are some useful tips on how to tackle the situation:
Address hard questions internally so that you feel comfortable answering them externally. You don’t necessarily have to proactively answer every criticism or challenge thrown at you. It depends on the circumstances of the crisis, but by making sure that you are ready for every question by knowing what your stand is and how to express it, you earn the freedom to put yourself out there and take the necessary action with no fear.
Show you care by issuing a press release or addressing the situation through your website and social media platforms. It’s hardly ever a good idea to ignore the crisis completely. Your clients and partners, especially your most devoted and trusting ones, will want to hear your take on the situation. Respect their loyalty; give them a reason to stay on your side.
Reassure your audience and clients that you are 100% there for them regardless of your current crisis. Respond to all inquiries, questions, and comments on social media in a timely manner. The key is to be accessible, responsive, and on the radar.
Be proactive and take initiative. Reach out to your current clients and partners or conduct livestreams and webinars for Q&A. Do your absolute best to accommodate their needs.
Encourage your partners and clients to become your brand advocates during the crisis. Make it easy and worthwhile for them to provide testimonials and share personal stories on social media that contrast the slander.
There are many techniques and methods that can be implemented at a time of a crisis, but what’s certain
is that building trust and more importantly – regaining trust – is an essential process that takes time and effort.