In the age of social media, businesses have advantages that were not available pre-facebook or instagram. And if you are new to the entrepreneurial world you will learn those advantages come with some disadvantages.

Thanks to social media platforms, businesses are able to make announcements and communicate with their audience without waiting for a third party, like the media, to write a story. But that instant communication can also mean that negative reactions and criticism spread quickly, creating a crisis that can very easily spin out of control. 

No business ever intends for something to happen that negatively impacts their brand, but mistakes happen.  Here are some tips to help your start-up business through the fire and come out in one piece

1. PREPARE AND MONITOR

Preparation is key when it comes to crisis management. No one likes to be caught off guard, so it’s always good to have a plan in place. What will you do if someone says something negative? What is your approach to different types of situations?

Monitoring is also a good way to keep your eye on your reputation. Search google and your mentions on social media platforms to see what people are saying about your brand. How are they responding to your posts, actions, campaigns, etc…
 

2. BE PROACTIVE

The best thing you can do to stay on top of a crisis is to be proactive. And i don’t just mean during a crisis. Be proactive in your daily social media activities.

Create a posting schedule and stick to it. Always stay on top of comments, reviews or other user-generated content on your social media as well: thanking people for positive feedback, answering questions, and responding to people who may have had a negative experience. This helps build a rapport with your audience and a foundation of trust. That way, if something does happen, you have that foundation to fall back on when you need to make things right.  

During a crisis, don’t just sit on your hands. Make sure you are doing everything you can to address the concerns. Begin your plan of action immediately. Address the situation, make a document of all the important questions your audience is posing to you so you can answer them in a statement, delete any posts or comments that may misrepresent your business, etc.

3. TAKE ACTION

Immediately address the issue. Cosider how you might correct the situation and then do what is necessary to protect and repair the reputation of your brand. Publicly apologizing, firing employees, seperating from a partner brand, etc.. 

4. BE TRANSPARENT

Ignorance is not attractive in both personal and business matters. Don’t try to shift the blame, pretend you don’t know that something bad has happened, or back peddle. This tends to send the message that you are hiding something. Admit if you’ve made a mistake. While this won’t get you back in good graces right away, it is an essential step to start repairing your reputation.

5. REVIEW AND LEARN

After navigating your way through a crisis, take a moment to reflect on what got you in that particular situation. What was it about your practices that lead to the crisis?

Then you need to create a new strategy going forward that will prevent a similar instance from taking place. Even if it means shifting your business or your goals, you will need to make a new plan for the future of your business.

No one wants to face scrutiny or negative feedback, but everyone makes mistakes. It’s not easy trying to run a business. So with that in mind, as you introduce your new business to the world, make sure you are prepared for anything and ready to take on any bumps in the road.