Handling crisis management like a pro in today’s fast-paced world is very crucial in the business world. No matter how perfect your strategies are or how careful you are about your social media posts, things can still go sideways. Maybe you launched a product that flopped or posted what you thought was a witty tweet, only to wake up to a full-blown social media storm, otherwise known as the dragging.
No matter how experienced, every business will face a crisis at some point. The real question is: What happens next? You need proper crisis management.
A Quick Story on Crisis Management
Let’s go back to 2020 in Nigeria when the #EndSARS protest against police brutality took place. Everyone was out, either online or on the physical protesting ground, to express their displeasure against the government. Even celebrities lent their voices.
Burna Boy, also known as the “African Giant” faced a public relations crisis due to his initial silence on the movement. Fans expected him to use his influential platform to strengthen the cause, but when he remained quiet, accusations of hypocrisy surfaced. The crisis escalated when a Nike sneaker collaboration featuring Burna Boy emerged during the same period, leading critics to question his priorities.
Under pressure, Burna Boy later clarified that he had been working behind the scenes to support victims, launching a fund for protest victims. However, the incident highlighted the risks of delayed responses during a crisis and how quickly public perception can shift.
But here’s the good thing: The African Giant didn’t run or hide when Twitter blew up. He apologized and clarified what was going on. As a result of his actions, he is still one of Nigeria’s favourites. How did he handle it all? His team understood proper crisis management.
Handling Crisis Management
A 2021 PwC Nigeria survey revealed that 74% of Nigerians are more likely to support brands they trust, even if it means paying a little extra. Your audience wants to trust you, but poor crisis management can stand in the way.
No brand or public figure is immune to crisis. Whether it’s a PR scandal, a social media backlash, or a legal battle, how a crisis is managed can determine whether an organization recovers stronger or suffers lasting damage. We believe that handling crisis management is not just about putting out fires but rebuilding and strengthening trust.
A well-managed crisis can turn negative press into a moment of brand growth and customer loyalty.
Effective crisis management is not just about damage control, it’s about responding swiftly, transparently, and strategically to protect reputation and maintain public trust.
Poorly handled crises, such as delayed responses, lack of accountability, or dismissive statements, can escalate public outrage. Things could go from bad to worse in a matter of minutes.
Ultimately, crisis management is navigating challenges with integrity and ensuring that a brand’s long-term reputation remains intact. You have to be prepared to handle it. Don’t be afraid, note the following things to do when you have a crisis.
Step 1: Own It
A 2023 Edelman Trust Barometer report found that 59% of consumers lose trust in brands that try to cover up mistakes. Transparency isn’t just a nice-to-have attribute, it’s essential for your growth as a business or brand owner.
Nothing frustrates people more than a brand that makes a blunder and then acts like nothing happened. Proper crisis management means acknowledging the problem. We are sharp, we see through the tricks of many. Whether it’s a PR disaster or a financial mishap, acknowledge the mistake. Be clear, concise, and direct.
Step 2: Apologize Like You Mean It
Forget the robotic response, “We apologize for any inconvenience caused.” What inconvenience? Be specific and talk about what happened.
Be human. People value authenticity. If you run a logistics company and deliveries were delayed due to flood or unfavourable weather, say so. Make sure you explain how you’re improving and mean it. True Handling Crisis management means taking accountability for your actions and ensuring that you will do better.
Step 3: Fix the Problem
An apology without action is like offering someone white rice without stew, it’s dry and unappealing. True crisis management goes beyond just saying sorry; it requires tangible steps to rebuild trust. Fixing the problem is where many Nigerian brands drop the ball. If customers are unhappy, give them something tangible. Refunds, replacements, or future discounts can go a long way in restoring trust.
Step 4: Flip the Script
This is where the magic happens. Nigerians love a good comeback story. Remember when a popular Nigerian airline faced backlash over frequent delays? Instead of shying away, they turned the crisis into a quirky marketing campaign, branding themselves as “The most honest airline in Africa.” The transparency was refreshing, and they regained public trust.
The same strategy applies to your business. This is what we suggest for handling crisis management. Use humour, honesty, and creativity to shift the narrative.
Don’t Go Through Tough Times Alone
Handling crisis management can feel overwhelming, but you don’t have to do it alone. Whether you’re a small business or a multinational brand, professional crisis management is the solution.
At Rovatel, we understand that a brand’s reputation is its most valuable asset. Whether shaping the right story, managing crises, or rebuilding trust, our expertise ensures your brand stays in control.
We handle crises by leveraging on;
Press Releases and Media Outreach
With this, you can own your story! The right message at the right time can make all the difference. Rovatel Media crafts compelling press releases and connects brands with top journalists, bloggers, and influencers to maximize media coverage. We don’t wait for the news, we create it.
Reputation and Crisis Management: Protecting Your Brand
A single misstep can escalate into a full-blown crisis. Think of our team fighting hard as a shield to protect you from backlash and how we do it is simple. We monitor brand sentiment, develop crisis communication plans, and respond strategically to negative press or social media backlash.
Corporate and Internal Communications
Your team also matters. Clear communication starts inside your company. We assist in crafting executive messaging, employee communication strategies, and crisis response plans, ensuring internal teams stay informed and aligned.
In summary, when a crisis hits, Rovatel Media helps brands assess damage, rebuild credibility, and reposition themselves for a stronger comeback. Reach out today, and let’s safeguard your reputation. Because honestly, who wants to continue the year cleaning up messes that can be avoided in the first place?
