7 Ways To Stop A PR Crisis Before It Starts
in Marketing by Richard Bertch
- Create a positive image before the crisis
Don't wait until the harm is done to assemble a reaction team; seek assistance ahead of time. Prepare yourself to avoid catastrophes and reduce risk. Whether you hire an agency or build an in-house PR department, make sure to interact with specialists while you're still popular. You'll create relationships with pros as you improve your image. They'll not only improve your public image, but they'll also keep an eye out for any problems. If a crisis occurs, you'll already have a trusted staff in place who is familiar with your situation.
- Be truthful-It results in the most favorable PR
Everyone's natural tendency is to keep their most personal information private. That cognitive process is often very rational. In other cases, though, your public image is dependent on your honesty, both with PR professionals and with the rest of the world. Not only does everyone admire honesty, but your PR staff will only be able to assist you if you are honest with them. It is impossible to design a solid plan without enough knowledge. Be honest with people you seek counsel from so that they can prepare for any eventuality and you may avoid any potential disaster.
- Pay attention to the experts. Act as if you're a pro
Pay attention to those around you. Experts are the most knowledgeable. Trust your PR team's expert counsel over others' — and certainly over your own instincts — if they advise you to say or do anything differently. It is always in the best interest of any decision maker to understand which issues come within their areas of competence and to listen to the advice of more experienced specialists. Many disasters could have been avoided over the years if leaders had listened to their trusty counsel.
- Make rapid decisions
Take immediate action to address the issue. Inform your team as soon as the likelihood of a problem appears. Move quickly to establish a well-thought-out strategy in a timely and efficient manner. If a response is required, do so as soon as possible. Every situation is unique, but in many cases, the sooner you act, the more influence you will have over your story. On social media, everyone is presumed guilty unless proven innocent, in my opinion. So speak to the public early to tell your tale and demonstrate your worth. The first words you want the world to hear are the ones you want to say.
- Always do what is right
The simplest but most effective suggestion for avoiding a public relations disaster is to avoid starting one in the first place. Give no cause for the public to have an unfavorable impression of you or your organization. Never make a promise you can't keep. Always go above and above. You'll be regarded if you're genuine. People will gather around you if you take every opportunity to do good.
We now live in a digital age. Everyone has a camera and a voice these days. This opens up a lot of possibilities as well as a lot of obstacles. The spotlight is constantly on us, and while criticism can be harsh, favor can also spread quickly. Every day, genuine acts of compassion are shared – and good deeds are recognized.
- Make a social media monitoring investment
It's critical to know what people are saying about your brand on the internet. Are your customers satisfied with your service? Is there a policy that has displeased or enthralled customers? What do people think of your brand in comparison to your competitor's?
Keeping an eye on the internet pulse might help you figure out what modifications to make to keep consumers happy and what policies to ignore. This may assist you avoid making judgments that will annoy existing and future clients, as well as keep you safe from social media and other public relations issues.
- Always provide outstanding customer service
Customers who adore a brand are more likely to be forgiven fast if they make a mistake. A brand whose reputation is already in jeopardy, on the other hand, will discover that any event can drive customers over the brink. Customers have been enraged by flight delays, decreasing seats, and an ever-growing list of "premium" services that used to be free, as have many other airlines. When passenger David Dao refused to deplane after being bumped on an aircraft in 2017, social media users were quick to support him. While more evidence revealed that Dao bore a large part of the blame for the on-plane incident, United was too late. Because of these and other customer service difficulties, many passengers are still hesitant to fly with the airline.
