Don't let bad publicity ruin your business.
Bad publicity is never good for your business. It can damage your brand equity and negatively affect your sales. It can even cause your customers to completely lose their trust in your brand.
While the effects of bad press may seem overwhelming, there are times when you cannot avoid it no matter how responsibly you conduct your business. After all, in this time and age, it only takes one unsatisfied customer to tarnish your brand or company's image. Are you prepared to handle the things negative PR may bring? If not, here are some things you need to know to survive the effects of a bad press.
Establish a social media plan. Always remember that you need to be prepared at all times to counter the effects of a bad press. You also need to let your online visitors know what comments are allowed in your corporate or social media pages and identify which comments need to be addressed immediately. Having a social media plan in place can keep you on top of the situation and give you the power to handle any negative publicity that comes your way.
Address customer concerns. You can avoid a lot of problems by directly addressing your customers' concerns before they get out of hand. Acknowledge the problem, take responsibility for your mistakes, let them know that you are looking into the matter and do everything you can to resolve the issue. Send a personal and timely response to all your unhappy customers to ease their discontent. You may even win back their trust by letting them know that you care.
Consider hiring a community manager. This may seem like an unnecessary expense, especially if you already have a great PR team in place but having an online community manager can help you monitor your online presence and prevent negative PR from ruining your credibility.
Avoid controversy. You can avoid a great deal of bad press by staying away from controversy. Don't invite trouble or you may find yourself in a deep mess.
Keep your silence. While you should respond to the negative comments about your brand, there are times when you should keep your silence instead. Don't stoke the flames by starting a word war with your attackers and naysayers. It would only make matters worse. Just give it your best and soon enough, people will forget that you ever had a negative image online.
Remember, you can weather the effects of a bad press – if you know what to do when it comes.