The most effective communication in a Crisis has been pre-planned. Never respond in the heat of the moment.
Never ignore media enquiries as you will miss out on a valuable opportunity to tell your story
Comments are never ‘off the record’
Avoid jargon and always summarise at the end
Adverse Social Media Comments
Visit your pages daily. The worst post is the one that sits unanswered as it shows poor service.
Take negative publicity offline. Ask to contact them by telephone or email.
Flag false and Check all sites for defamatory reviews reviews on a weekly
Take advantage of reviews to highlight offers and opportunities for customers
When the issue is resolved apologise and identify what you have done to rectify it.