11 Dec Crisis Management Agency
As a crisis management agency, the work that we do is often overlooked. Many businesses believe they can avoid negativity throughout the lifespan of their company. Whilst there are no particular reasons as to why this can’t be possible, getting caught out could be catastrophic. On one hand, the press can work wonders for your company in terms of PR however, they also have the power to ruin your reputation. It really can be a case of make or break.
Here at VerriBerri, we ensure that doesn’t happen. We have a team with unique skills who are dedicated to protecting the reputation of our clients. We work hard to keep crisis stories from breaking as well as managing the fallout if you’re already in the thick of it. Through our almost 12 years of experience in the crisis management industry, we have built trusted relationships with our contacts. This is an invaluable tool to your company.
‘It Won’t Happen to Me’
One thing that our crisis management agency frequently hears is ‘but it won’t happen to me.’ Bluntly put, it’s irresponsible to think you can go completely unscathed. To put into perspective just how easy it is to run into issues, I’ve included some examples below:
Your staff are often the face of your company. They’re who your customers may need to speak directly to, and you have to your trust in them. Imagine one of your customer service team handles a situation wrong. They’re dealing with a customer complaint and their response isn’t quite structured correctly. What will this do for you? The internet is a great thing; however, with the ability to screenshot and a platform to reach many, this could be your downfall.
Regardless of which industry you operate in, you’re going to have customers. With each of these people comes the ability for something to go wrong. All it takes is for one customer to potentially be unhappy with your work and your reputation could be left in tatters. Whilst you may believe whole heartedly in your product/service, sometimes you cannot please everyone. If said customer takes to social media or the press to moan about your company, imagine what this could do.
Product recalls, whilst not ideal, happen all of the time. Similarly, COVID made things very tricky when it came to refunds for holiday companies. Both of these are examples of things that could possibly go wrong with your product. No matter how well you deal with either situation, both can damage the trust your customers have in you. Thus, hurting your reputation.
How to Resolve a Crisis:
Unfortunately, there’s no quick fix when it comes to a crisis that has already hit the news. Trying to reconstruct people’s trust and opinions of your brand it tough and sometimes impossible. Regardless, there are a few steps that you can take should you find yourself in a sticky situation. Here’s a guide that the team put together to help you deal with crisis:
It’s important to ask yourself why people are hurt. Take time to evaluate what it is that went wrong and the potential reasons why it has offended people. Once you have done this, look into absorbing feedback from those around you. Read through the comments you may be receiving online and pick out the key points.
Once you have researched the situation, you then need to take time to construct a response. This should be considered and sincere and not something that is carelessly thrown together. In some situations, it may be appropriate to explain why a mistake was made. You do however need to be mindful that it doesn’t sound like you’re passing the blame. If you’re unsure on how to respond, this is something our crisis management agency can help with.
Once you have responded, you can then go about putting a plan in place on how you can fix the issue. You may choose to do this internally and privately or you may share this with your audience. Either way, it is important that you learn from your mistakes. You can also run a positive PR campaign to help people to see the positives you offer.
How to Avoid a Crisis
Knowing what’s best for your company is hard but if one thing is for certain, you need to be preparing for your future. Your reputation plays a massive part in the success of your business and if tarnished, you may not recover. Consider bringing onboard a crisis management agency as more of an insurance policy rather than an unnecessary cost.
Although easier said than done, the majority of the time you should avoid speaking on controversial topics. If something doesn’t require a comment, stay well away. All things considered however, there are some topics that you should speak out on. If you remain quiet regarding important events such as the BLM movement, you could come under scrutiny. As a crisis management agency, we’re here to help you navigate through this confusion.
Depending on the nature of your business, you may want to consider humanizing your brand. It’s a well-known fact that people connect better with other people over objects. If people can see that at the end of the day, there is a face behind a brand, they’re more likely to be compassionate. We all make mistakes, however it’s harder to understand that when you’re greeted with the hard exterior wall of a brand.
Contact the Team
The bottom line is, no matter how robust you are, you cannot discount the possibility of crisis. We have worked with hundreds of clients across a range of different sectors. If you’ve found yourself in an unfortunate situation, we would be more than happy to help. By bringing onboard a crisis management agency, you’re investing in your future.
For more information on what we do and how we can work alongside you, why not get in touch? You can do so by clicking here!