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How do you handle a brand crisis?

Believe it, or not a handful of business owners and even more prominent companies don’t have an effective plan of action to manage a PR crisis. A brand crisis can be a result of misleading advertising, social media trolls, or online gossip. It can happen to any business, and when it does, you want to be proactive and ready.

Today we are discussing the crucial steps to take when a crisis hits your business. Take a look!

RELATED: 5 EFFECTIVE WAYS TO INSPIRE OTHERS AS A LEADER

Hire a Crisis Management Firm

A crisis management firm refers to a professional company that can handle a crisis for you. They will usually have media relations experience and know-how to mitigate bad press, so they are best for this situation. In addition, hiring someone from outside your business sends a strong message that you take what happened seriously and want to deal with it as effectively as possible.

Here you can find our recommended online reputation management profile defenders to prevent any more crises from happening after the fact!

Refrain From Reacting Immediately

This is the most important thing you can do! When a crisis strikes your brand, people will turn to social media and blogs for answers. So it’s only natural that they want their questions answered quickly and directly by your company. If you wait too long before putting out some kind of statement, there may be more speculation than necessary and even misinformation.

Immediately reacting is often the worst thing you can do. When something terrible happens, it’s easy to share your emotions with everyone on social media. Instead of doing that, think about how you want to respond and take some time before posting anything online.

Get To The Bottom of The Issue

Understanding what is happening and why it's critical helps you take appropriate action and will help keep customers calm and engaged. By understanding what happened yourself, you'll also identify any necessary steps for improvement, so future issues don't arise again.

This way, when something does happen, rather than reacting immediately or hiring someone else - who may not understand your business as well as you do - you can get on top of it quickly.

Don’t Wait Too Long To Respond to Your Online Customers

Responding to your online customers is very important to enhancing your business image. If they are unhappy, you need to address their concerns as soon as possible.

The last thing that online customers want is an unanswered question or issue with a product or service. Therefore, you need to be proactive and not reactive when responding to questions concerning your business. The sooner you respond, the better for your brand.

It's best to take care of complaints quickly, so people know you’re taking steps to fix things right away instead of hiding behind the scenes. People will lose respect for any company that waits too long; this shows the company is dismissive.

- TAKEAWAY -

In conclusion, when an online crisis hits your brand, you need to hire a crisis management firm to help protect it and take care of everything for you. Also, try not to react too quickly without first getting the whole story. But don't wait too long either because you can lose customers.

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