Bad press can hurt your reputation. It can have an effect on your life or your business. But it is possible to get better. If you stay calm and do the right things, you can win back trust.
Getting to the Bottom of the Issue
Bad press spreads quickly. In the digital age, one bad review, tweet, or news story can reach thousands or even millions of people in just a few hours. This means that even one bad comment can change how people see things in a big way.
The first thing to do is to look at the situation clearly and without bias. Think about it:
- What made this happen? Knowing what the main problem is can help you figure out if it’s a misunderstanding, a real mistake, or a malicious attack.
- Is the information correct or not? It is very important to know the difference between facts and lies. When someone makes a false claim, you need to use different strategies, such as checking the facts and giving proof. When someone makes a true claim, you might need to apologize and take steps to fix the problem.
- How bad is the problem? Not all bad press needs the same kind of response. For instance, you might not need to make a formal statement about a bad review from one customer, but you might have to if the accusation goes viral.
- If you overreact, you might make the problem worse. People might think the claims are true if you don’t do anything about the problem.
Stay Calm and Act Quickly
Making good decisions is hard when you’re in a panic. Research indicates that 62% of organizations do not take action within the initial 48 hours of a crisis, a period during which public perception starts to solidify. You need to stay calm in order to write a good response.
Take a moment to think about what’s going on and gather your thoughts. Acting without thinking, especially in public, can make things worse. Once you have a plan, do it right away. A simple “We are aware of the concerns and are looking into them” can buy you time and show that you are responsible.
If you’re not sure what to do, talk to a professional. This might be:
- A lawyer, in case there are any legal risks.
- A public relations expert to handle public messaging.
- An advisor who has dealt with similar problems before.
Expert advice can help you deal with difficult situations and avoid making mistakes that cost you money.
Talk to Stakeholders
Getting people involved is very important when dealing with a crisis. Customers, employees, investors, and the general public are all stakeholders. They want to know what you’re doing about the problem. Clear communication is very important. Admit that there is a problem and tell the person what you’re doing to fix it. Be kind and professional in your tone.
People who invest may be worried about how bad press will affect the company in the long run. Share news that shows you’re making progress. Let them know that you are still dedicated to looking out for their best interests. Employees should also feel like they know what’s going on and that they have support. Clear communication within the company keeps them on your side and cuts down on unnecessary panic.
Say you’re sorry when you need to. Mistakes happen. Taking responsibility for them can help rebuild trust a lot. Edelman found that 81% of people say they need to trust a brand before they will buy from it. A well-written apology can help you rebuild that trust.
An honest apology has three parts:
- Recognizing the error. For instance: “We made a bad decision, and we are very sorry about it.”
- Being responsible. Don’t try to shift blame. People value being honest and taking responsibility.
- Things you can do. Tell us what you’re doing to fix the problem and make sure it doesn’t happen again.
For example, you could say:
“I am fully responsible for this mistake and I am very sorry. We are putting new rules in place and giving our team more training to make sure this doesn’t happen again.”
Being open and honest builds trust. But an empty apology can backfire. Don’t say things like “We’re sorry if you felt that way” because they might sound like you’re not taking them seriously.
Why These Steps Are Effective
Admitting the problem, staying calm, and saying you’re sorry are all signs that you care about the situation. These actions, along with a plan for improvement, can turn a bad situation into a chance to show integrity and strength.
It takes time to build trust and a good reputation, but a crisis shows who you really are. When you respond well, you show your audience that they can trust you, even when things get tough.
Fix Wrong Information
Not all bad press is based on facts. False claims can spread quickly, especially online, where false news spreads six times faster on social media than true news. To stop more damage from happening, it’s important to deal with false claims right away.
To clear up false information, begin by stating the facts in a clear and professional way.
A clear and simple statement works best:
“This claim is not true.”
“These are the facts that have been checked.”
Don’t react emotionally, because that can make things worse. Use evidence, like data, reports, or reliable sources, to back up your correction. If the problem doesn’t go away, you may need to take legal action. For instance, if you’re being sued for defamation, talking to a lawyer can help you look into ways to get the case dropped. You might be able to send takedown requests or file a cease-and-desist, even though laws are different.
Send Out Positive Messages
Your image doesn’t have to be based on bad press. You can change the story by focusing on the good things about your work or business. For example, if your business gets bad press for a service problem, talk about the good things it does for the community, like giving to charity or sharing stories of happy customers.
A Nielsen study found that 92% of people trust stories and recommendations from people they know more than ads. Sharing real reviews from happy customers can help people trust you again. Another good way to show that you’re taking constructive action is to tell people about improvements to your service or product.
For instance:
“We didn’t do well this time, but here’s how we’re getting better to serve you better.”
This shows that you are responsible and that your audience knows you are working toward progress.
Keep a Close Eye on Social Media
People talk to each other right away on social media. It can make bad press worse or help you deal with it. It’s important to keep an eye on social media sites. Listen to what people are saying about your business. Use tools like sentiment analysis to see how people feel about it.
Be calm and polite when you reply to comments on social media. Don’t argue with users or ignore their problems. Instead, let them know you’re listening. Give useful answers and point people in the right direction for more help.
If false information spreads online, do something right away. Put out a statement that makes the facts clear. Use your official accounts to make sure you are credible. Keep your audience up to date on what’s going on.
Talk to Your Audience
Even if you’re angry, you should still be polite and professional when you respond. Thank the person for their feedback, acknowledge their concern, and explain how you’re going to fix the problem.
For instance:
“Thanks for telling us about your experience. We’re working on a solution to this problem and thank you for your patience.”
This method builds goodwill and shows that your brand cares about making customers happy.
Take Lessons From the Experience
There is always a chance to get better when things go wrong. Figure out what went wrong and fix it. This could mean going over your policies again, giving your staff more training, or making your processes better.
Feedback is very important. Ask your coworkers, employees, or mentors for help. You might not have thought of some of the things they say. Make changes based on what they say. Use this as a chance to get stronger.
Make a Plan for Your Reputation That Will Last a Long Time
A good reputation protects you from the effects of bad press. Trust is built on consistency. Be honest, keep your word, and do what you say you will do. Harvard Business Review says that 64% of customers stop supporting a brand after one bad experience, but if the brand keeps doing good things, it can win back their trust.
Building a history of dependability makes it less likely that one-time events will cause long-term harm. For example, if a company always provides great service but makes a mistake once, customers are more likely to forgive it because they have had good experiences with the company in the past.
Get Professional Help if You Need It
When the stakes are high, dealing with bad press can be very hard. Managing these kinds of crises is what public relations firms do best. They can help you write public statements, deal with media questions, and make a plan to protect your reputation.
These experts usually have the tools and connections they need to stop the spread of bad stories. If you can’t handle the situation, don’t be afraid to involve them. Their knowledge can make the difference between making a crisis worse and fixing it quickly.
Focus on Going Forward
Once the problem is solved, think about what comes next. Thinking about the past can make it harder to move forward. Instead, show that you want to get better by doing things consistently. This could mean making better products, building stronger relationships, or being more open. These efforts will eventually make the bad event less important.
It takes time to rebuild trust, but it is worth it in the end. If you do the same things over and over, your audience will know that you are committed to improving.
People’s memories are often short, so what matters most is how hard you work to move forward.
Final Thoughts
It’s hard to deal with bad press, but it’s not the end. You can get better and even stronger if you do the right things. Stay calm, take charge, and work toward positive change. With time and work, you can rebuild trust.
NewReputation is here to help you. Get in touch with us if you’re having problems. We can work together to protect and restore your reputation.
