Our work with clients doesn’t stop with branding and marketing, we also provide guidance on public relations. You’ve likely heard of reputation management, or its virtual cousin, online reputation management or ORM. Reputation management aims to limit the amount of damage caused by an unfortunate incident by taking active steps to avoid a foreseeable problem. Or, to cool a situation down once it occurs.
How a business or organization responds to controversy tells a lot about their brand. Think about your business as a person. If you get it wrong, are criticized, or make a public error, do you get defensive and deny it or ignore that it’s happening? Or do you show your human side, and:
- Own it
- Apologize for it
- Tell why it won’t happen again
At Jet, we believe in taking the human approach to rep management. While people might still be upset, they’ll appreciate that you took the high road and owned your mistake and are willing to change, thereby keeping your integrity—and your reputation—intact.
Our 3 steps apply mostly to errors and problems, so we employ other rep management techniques—such as being up front, honest and inclusive, responding quickly, and softening the blow with good prep work—in other situations.
We help our clients with public relation challenges on an ongoing basis, in a fast and responsive way. We’ve helped troubleshoot data breaches, cool down public outcry on dollars spent, unify employees around new names and logos, instill confidence after past errors, and prepare neighbors for new development projects. Hopefully you won’t find yourself in need for rep management anytime soon, but if you do, apply Jet’s 3 steps or give us a call for help.