It might make you cringe to think about it, but every brand will have to deal with bad publicity at some point or another. Whether it is a negative Yelp review or a much larger controversy, no company is immune. Following these tips for dealing with bad publicity will help make the process a little bit less painful than it might be otherwise.
What makes the difference between your brand and others is how you respond to it. Here are a few tips to help you in dealing with bad publicity when it does happen to your or your company.
The best way to prevent bad publicity is by staying ahead of it. Make sure that you are following what is said about your brand online. Keep an eye on Yelp reviews, Facebook comments, Tweets, and more to be sure you know what is being said and stay ahead of any potential controversy that may occur.
At the same time, not every negative or semi-negative comment needs to be given a lot of head space. Be aware of complaints, but approach them critically so you can prioritize them and determine your response. Don’t react impulsively. Think each response through calmly before you deal with the bad publicity.
In the age of social media, a lot of bad brand publicity is brought about by the companies themselves due to irresponsible social media use. If you are using social media, actually stop and think before you post and don’t be afraid to do your research in advance. Put yourself in the shoes of your audience and ask yourself how they could take your post—in both good and bad ways