7 steps that will help cope with the crisis in the business

The majority of companies sooner or later faces the problem situation. It can be a string of bad reviews, the release of the defective product or the scandal with the leadership. Such accidents can severely damage a company's reputation. But do not panic: acting correctly, you will cope with the crisis and retain customers.

1. Assign the response team

It is important that the organization reacted quickly and said, "with one voice". If different employees will give the public comments, the situation is just confusing for outsiders. Determine who will be working with customer reviewsAnd who - to communicate with the press. Inform about all employees. In this case, people will understand who forward requests to who to call for comment. It will save you time and nerves, which would have to spend explaining unofficial statements.

Share information regarding the crisis, only to response team and an official representative of the company. If the press is necessary to explain some technical aspects, appoint an authorized one who understands this issue.

Ideally, the response team should consist not only of the staff members who are familiar with the problem. Try to find external experts, who see the situation from the outside. Refer to those who work in your field longer than you. They give good advice or prompt solution.

2. Identify affected parties and contact them

This may be your customers, investors or other interested persons.

Suppose a problem with your product. In this case, you need to tell customers why it happened and how you will correct the situation. For example, the return of money for the purchase, exchange defective goods or the payment of compensation for the inconvenience. If the sale of products were contaminated with hazardous substances, explain how they properly dispose.

People can forgive and forget the mistake, but they do not forget how you behave in a crisis situation.

The sooner you apologize and admit his mistake, the sooner you will be able to forgive. And the quicker you will understand the problem, the faster you will no longer be mixed with mud in social networks.

3. Specify an official report

Voiced only the facts - no assumptions, guesswork and speculation. If you have doubts about what you can say and what does not, consult with a lawyer. Do not hide information, otherwise it will turn against you later. The likelihood that the media will dig it, is very high, and this is even more hurt your reputation.

Explain the situation and tell us that the company has made or plans to make to its solution. Do not shift the blame to outsiders, and be restrained in the manifestation of emotions. Do not go to the roughness, even if you were told about something unfair or abusive. If your company has a lot of subscribers in social networks, make a personal appeal to the apology from the head of the company.

In any case, do not repudiate the phrase, "No comment." She, of course, a little better than fiction in reply (it is absolutely not an option), but it is easy to take for an excuse. It may seem that you want to hide or ignore the problem. If you are still not enough information to give a clear answer, and say: "We are aware of the problem and are now conducting an internal investigation. We will give a detailed response as soon as we have more data. "

4. Properly use social networks

Try to calm the audience, do not add fuel to the fire. Use an approach that is based on three principles:

1. Hearing. Follow along with discussions in your groups and your references brand. Listen to the opinions.
2. Involvement. Take part in the discussions. At least in order to simply say: "We hear you, and be grateful for your response."
3. Transparency. In no case do not delete comments criticizing, it does not bring anything good.

Complete silence on your part only will ignite controversy. How would you have liked to postpone an explanation until the moment when you will have complete information about what happened, do not do it. It helps even the simple reassurance that you are aware of the problem and are working on a solution. So you show that control of the situation.

5. Listen carefully to what they say about you

Naturally, listen to criticism unpleasant, but that's what you need to do right now. Resolution of the crisis seems to delicate negotiations (but in this case you are trying to negotiate with the faceless, nameless group of people). A first negotiation principle interlocutor listen attentively.

Sometimes, in order to make the client satisfied irritable enough to attend and apologize. And sometimes a person just need to listen. It is quite possible, so you will be able to prevent the flight of customers.

6. Follow the events

It is important to assess how damaged your brand. By data MOZ agency specializing in SEO-Optimization, the company risks losing about 20% potential customers, if the first search results page, there is at least one negative mention of it.

Understanding what others say about you - a key component of the recovery after the crisis of reputation.

So check websites reviews and social networking sites for the presence of negative content. Monitorte keywords related to your brand. See what they write and inflyuensery competitors. This will help to quickly identify new issues and concerns and resolve them quickly.

7. Remove from the situation a lesson

When the crisis was over, analyze their actions. See how your team coped well with the situation. Discuss what can be done differently. Decide what needs to change in order to prevent similar cases in the future.

Do not focus on the negative press reaction. Life news cycle is very short, and the storm gradually subsided. Do not let this distract you from doing business. Focus on restoring the reputation - this will turn the conversation about your brand in a positive direction.