The Damage Control Bible for All Brands

The nation just witnessed how Maggie, such a unanimously loved brand, could fall and tumble into the dark dungeons of social disapproval. No matter how much passion, integrity and quality control you have in place, there are always things, people, and events that aren’t in your direct control. This can cause major brand damage or create a negative energy around your product or service. It’s super vital to have this 4-step process in place in your company and to make sure it is well communicated and understood by everyone who is a part of it.

Be honest. Acknowledge where you went wrong or give factual clarification

The first rule is to be authentic and as transparent as possible when an issue arises. Even if the information spread is absolutely false, be calm in your communication, explain that your company is aware of certain rumours, and then factually state why it’s not true. If it is true, then acknowledge the mistake and communicate a POA to resolve the issue and keep people updated in a regular manner.

Have a Social Media Plan in Place

Sit down with your founders and leaders and come up with probable issues or likely mistakes that could occur in the specific industry you are in. Create communication language and staff protocol for when an issues arises. Make sure you have invested in having a loyal social following- when there is an issue, you will need to use your honest relationship with your customers to deal with it and make them feel involved and informed. The last thing you want to do is make them feel like you are an alienated entity.

Talk to Your Employees about Pranks and spreading Rumours

Certain employees might spread ideas or false information to their friends and families. Sometimes misinformation can start a rumour that is baseless but can create potential damage. That’s why it’s exceptionally important to create a sense of community and team work at your place of work, with all members of your team. Your company should reflect support, solidarity, and passion for the company and its services/products. This sprit will help immensely when the company faces a larger issue.

Invest in rectifying an Issue

Taking the time to see what went wrong, how it went wrong and investing in measures to make sure it does not happen again will be much more worthwhile than simply trying to cover it up. Brand loyalty and success comes only when you are able to display your integrity as a company that truly has the customer’s wellbeing in mind.

We hope that these steps and thoughts help you create your very own personalized POA for your company. Remember to have fun, be transparent, and hold integrity as one of your highest values- success usually come naturally when those things are in place.

Need help creating your company’s marketing plan? Contact us at www.knctlab.com