When something happens that damages your company’s image it’s extremely important that you take action immediately! Take control of the situation by acknowledging the problem, apologizing, identifying the cause and communicating the steps that your company is taking to resolve it. The best way to restore your company’s image is by demonstrating that you are listening and responding to the opinions of stakeholders.
The first step towards rebuilding your company’s image is acknowledging that there is in fact a problem. Contact customers and point out the problem. Let them know that they can return the product for a replacement or book a complimentary service call for necessary repairs. Consider issuing a press release and posting information about the problem on your website. Being honest and proactive will help restore consumer trust in your company.
When a company sells a faulty product they can quickly develop a reputation for poor quality. This often leads to criticism in the press and social media websites as consumers voice their concerns. Never ignore criticism, instead apologize and respond to all social media comments. Building dialog helps rebuild positive relationships with your consumers and the media. This is crucial to restoring your company’s image.
Preventing the recurrence of the problem is a very important step in restoring your company’s image. Start by identifying the cause of the problem and take the appropriate action to resolve it. Let customers know that you have taken action and communicate the changes that you have implemented through press and social media outlets. After dealing with the immediate problem consider focusing on other issues that will strengthen your company’s reputation. Companies with strong reputations are worth far more than companies with poor reputations.
Alter Impact has over thirteen years of experience creating memorable brands for businesses both large and small. We offer a variety of web design, graphic design and marketing services. For more information, please contact us today.