It is helpful for companies to plan for the unexpected. While every company would love to think that having a mission statement and a team of trained professionals will be enough to keep them from slipping into bad press, it is sometimes not enough, especially in the age of social media. Continue reading to learn some ways you can protect your company’s reputation.
Hire Employees Who Represent Your Brand Well
The first step in protecting your company from any criticism is to be carefully selective in the hiring process. For example, many popular chain restaurants or fast food joints go through so many applications that sometimes they hire employees who do not represent their brand values well. This results in the brand having one image about themselves but the public conceiving them in a totally different way. No matter how big your company may be, it is crucial to take your time in the hiring process and hire employees who represent your brand’s values.
Apologize Early On if Needed
Sometimes the public complains about issues that do not warrant an apology, such as a drive-through line being too long. However, if you find your company is involved in a serious blunder, you must be sure you apologize as quickly as you can. If you fail to address the issue, it could turn into an even bigger problem and may reflect poorly on your business. You should own up to your mistakes and address how you are going to make a change. Crafting the perfect public apology can seem daunting, but your customers will keep you accountable through the process and respect you more for owning up to whatever the issue was.
Always Return to Your Roots
The best way to protect your company’s reputation is to return to your roots. Some businesses may be committed to being professional and, therefore, must always keep a competent voice and structure. However, other businesses may have a different, fresh approach to their mission statement, using a more witty or bold voice. Whatever your mission statement is, make sure you stick to those values in everything your company does since this is what your customers love you for and will be expecting from you.
Treat Your Customers Fairly and Respectfully
Your relationship with your customers is a large part of your brand’s reputation journey. Your customers are interacting with you the most, so you must ensure you are treating them respectfully and doing all you can to uphold their opinion of your organization. In order to treat them respectfully, you must treat all customers fairly, not showing favoritism and not being discriminatory towards anyone. Train your employees to uphold these principles when they come face-to-face with consumers.