A negative comment can spread like wildfire and cause big problems for your company. How exactly do you make sure that you survive bad publicity should it arise?
Some say that all publicity is good publicity but if you are a company who has been on the receiving end of bad publicity you would definitely disagree with this statement. Whether it was through a public post or comment on social media, or an email, a negative comment can spread like wildfire and cause big problems for your company. So how exactly do you make sure that you survive bad publicity should it arise?
Prevention is better than cure: Create a contingency plan so that you will be prepared for any negative publicity that may come your way. Ensure that you offer your customers the best products and customer service
Avoid replying in a negative manner: We get it, you want to defend your company’s name when a negative comment arises, but you should never respond in a negative manner. This will add more fuel to the fire that you are trying to put off.
Apologize where appropriate: Be proactive and offer an immediate official apology if it was your error. It shows the customer that you take responsibility for your error and allows them to move forward.
Be Honest: Honesty is the best policy, lying is not the answer when it comes to responding to bad publicity. Make sure that you bring to light important aspects of the issue to the public.
Find an opportunity to learn: Whether it was a mistake made by an employee or wrong decision making, take it as a chance to acknowledge the mistake and ensure that you avoid it happening again.