Does your business have a crisis management plan?
“Every little thing counts in a crisis” – Jawaharlal Nehru.
Whether it was their mistake or not, some of the greatest businesses have had a major crisis. Putting a crisis management plan in action is a place no business wishes to be in, so what do you do when the pressure is on? Here are a few tips to help build a solid crisis management plan.
Act fast. Everyone can make a mistake and businesses are not excluded. The most vital part of any crisis management plan is to act as quickly as possible. In today’s social media world news travels faster than ever and every second counts. Business Week says, “If the company’s voice isn’t heard in the first 24 hours of a crisis—preferably the first six hours—you’re dead.” Acting fast can prevent misguided information and wrong facts from spreading. Like wildfire, it is best to contain it at the source before it spreads out of control.
Take ownership. Whether a situation is your company’s fault or not, taking ownership makes all the difference in the public eye. In the fall of 1982, Johnson & Johnson kicked their crisis management plan into motion when someone tampered with Tylenol bottles at a market, which resulted in seven deaths. Even though Johnson & Johnson was not responsible, their ownership of the problem resulted in safer medicine regulations nationwide.
Designate a spokesperson. Another important aspect of building your crisis management plan is to give your business a face. Having too many people speaking on behalf of your business is much like having too many cooks in the kitchen. Having one designated spokesperson provides clarity to the media and the public. It is essential to train the person to be sure they know how to communicate, not because you have anything to hide, but often times because words can be misconstrued, leaving you back at square one.
Have you ever had to deal with a crisis at your business before? What other tactics would you add to this crisis management plan?
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