Host: Lorraine Ball
Things Go Wrong!
Let’s face it, sometimes mistakes happen and things go wrong. How you handle the situation will often determine whether your smallest mistake becomes a big crisis
Even if you can’t predict what will go wrong, having a plan in place outlining specific steps in case of a mistake will make it easier to respond. This is true in the real world or on social media, where your Twitter or Facebook page can absolutely blow up.
Keep these things in mind as you develop your crisis management plan
- Appoint a team leader. Have one person identified who will be in charge of coordinating all of the public responses. They may not need to be the one crafting all the messages, but should serve as a clearing house for all statements.
- Personalized apologies are great, but be sure to create a blanket statement you can use if you start getting lots of comments all at once. Remember if customers have legitimate grievances, the very best thing you can do is encourage them to connect with you directly and take the conversation off of social media.
- And don’t panic. People will forgive you if you acknowledge you’ve done something wrong and demonstrate a willingness to resolve the issue.
Develop Your Business Plan
A good crisis plan is just one part of a larger business plan. If you don’t have a plan for your business, now is a great time to get started. You don’t need to do it all at once. Simply work on one section at a time to complete the entire project.
Download our blank outline today!
about the marketing minute
Each week, host Lorraine Ball shares just a few words on a marketing topic. She boils down creative ideas, practical tips, and decades of real-world experience into a mini podcast which is always less than two minutes.
Look for these mini bits of marketing inspiration every Sunday. Then come back and enjoy the longer interviews every Thursday.