Preventative Crisis Management: Halt Negative Reviews in their Tracks

furious-business-leader-angry-with-negative-review

Stop the negative sentiment before it goes public and you have a crisis management success

Online review sites like Yelp, Tripadvisor, Urbanspoon, Google and Yahoo Local (the list goes on and on) are being used heavily every day by your stakeholders. Doing things like reporting on a bad customer service experience or sharing a picture of the hair found in their lunch plate is second nature now, and, while you do have the opportunity to correct issues and hopefully work out a re-review or draw a retraction of a previous post, wouldn’t it be a lot better if you could catch them before they put you on blast in the public eye?

That’s the theme of a recent post from Software Advice’s Victoria Rossi, who covered this topic which fits in perfectly with the crisis management goal of minimizing the impact negative incidents have on your organization, its reputation, and its bottom line. Here’s a quote:

While angry customers are nothing new, the ability to vent online, where a bad experience can remain documented forever, makes negative reviews extremely risky for businesses.

“If guests are unhappy, they go to websites like TripAdvisor, and they voice their opinions. They go on social media and they trash the place,” says Robert Irvine, chef and Food Network host of Restaurant: Impossible. “Social media has such a far-ranging touch that it can make or break a restaurant—and I’ve seen it break restaurants.”

While it’s not always possible to prevent a frustrating experience, you can re-channel customer frustration. This is precisely what technologist Bernard Briggs had in mind when he created Humm, an on-premise feedback system that uses an Android tablet to survey guests about their experience before they leave the building.

Rossi goes on to cover two more organizations finding success with both high, and surprisingly low, tech tactics to intercept customer’s negative sentiment before it’s permanently etched into the web. This really is a great piece, and provides valuable food for thought when it comes to the often-tricky review sites and social media platforms that are driving reputation management today. To check it out, head over to Software Advice’s CSI: Customer Service Investigator blog.

——————————-
For more resources, see the Free Management Library topic: Crisis Management
——————————-

[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]

1. Intro to Our New Series on Planned Giving & 2. A Piece on Mission Statements

1. Introduction To Planned Giving – Part One
by John Elbare

If you have been involved in fund raising for any length of time, you have heard about planned giving, which, at first glance, may seem highly technical and downright geeky.

You may have heard others say things like “We’re not ready for planned giving,” or “Planned giving too is difficult to understand.” These are common misperceptions.

Contrary to what you may have heard, you’re probably ready for planned giving – Right Now!! And, even better, you can easily understand planned giving, including the parts that are most important for raising planned gifts.

Since there is so much misunderstanding, here’s my definition:

Planned giving is the process of planning charitable gifts so that a donor can maximize the impact of a donation to the cause they support through the skillful use of tax advantages or by deferring the gift until after death.

Although some planned gifts involve the transfer of non-cash assets during life, most planned gifts are end-of-life gifts. This is when a donor arranges to leave your organization a gift after s/he has passed away.

I’ sure you’ll agree that’s easy to understand. My job, in this ongoing series of blog postings, is to help you understand how planned giving works, why it’s important for your organization, and how to talk with your doors about planned gifts.

You can be a very productive planned gift fundraiser without ever getting into the weeds with the technically complicated gift plans. Sure, there are amazingly intricate things like charitable lead trusts and family limited partnerships (hope that didn’t make your eyes unfocus), but they account for only a tiny fraction of all planned gifts.

Most planned gifts are easy to understand, easy to explain to donors, and easy to set up.

=-=-=-=-=-=-=-=-=-=-=-=-=-=
Watch for Part Two of this Introduction to Planned Giving
Next Wednesday
===============================
John Elbare, CFP, has spent the last 30 years helping non-profits raise more money
through large, planned gifts. He shows them how to add
an effective planned giving strategy to their current fund raising effort
without a lot of extra expense or staff.

You can contact him at John Elbare, CFP .
=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have you seen
The Fundraising Series of ebooks?

They’re easy to read, to the point, and inexpensive ($1.99 – $4.99)
=-=-=-=-=-=-=-=-=-=-=-=-=-=

2. A “Mission (Statement) Impossible”
by Tony Poderis

A neighbor dropped by to show to me a mailing he had gotten from his church. Knowing my background in non-profits, he asked what I thought of the new Mission Statement, which he had been asked to evaluate.

It was mailed to all members of the congregation seeking their feedback. He was unsure which box to check regarding his reaction to the Mission Statement – the choices ranged from “Strongly Agree,” to “Strongly Disagree.

The Mission Statement read as follows:
(Church Name) is God’s Community committed to:
•  Worship which inspires
•  A welcome-to-all atmosphere
•  Services and programs earnestly presented
All for building the Kingdom of God

Which box would you check? My neighbor seemed to turn pale when I urged that he check the “Strongly Disagree” box.

I was emphatic in stating that every nonprofit organization’s Mission Statement needs to cite clearly Its Reason For Being – why it exists. It must state the positive difference it makes to its stakeholders, its beneficiaries.

My neighbor agreed that those imperatives were not satisfied in the Mission Statement he was asked to evaluate.

Further, he concurred with me that the Mission Statement’s declaration of the three initiatives committed to be carried out, suggested more of an intention of simply doing things. They are activities – activities which are admirable, but impossible to quantify.

There is action suggesting the means, the methods, but not the desired ends.

I asked him, “How does the new Mission Statement assure you that there will be a positive and clear effect on your life, that of your own family, that of the other parishioners, their families, the parish as a whole, and the community in general?

In other words, I asked, “What do you get out of it?” He had no answer.

So I gave him my version of what I believed the Mission Statement should be, and he told me that he would give my critique to his Parish leaders.

Following is my recommendation, and I believe it does embody the church’s “Reason For Being.” It does not focus on the “means,” but makes clear, the “Ends.”

What do you think?

The Mission of (Name of the Church), with its commitment to Inspiring Worship, Enthusiastic Welcoming, and Earnest Service, is to ensure that its community of worshipers will gain, grow, and maintain their faith, truth, strength and fellowship in God’s Kingdom.

=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have a question or comment about the above posting?
You can Ask Tony.
There is also a lot of good fundraising information on his website:
Raise-Funds.com
=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have you seen
The Fundraising Series of ebooks ??

They’re easy to read, to the point, and inexpensive ($1.99 – $4.99)
=-=-=-=-=-=-=-=-=-=-=-=-=-=

If you would like to comment/expand on the either-or-both of the above pieces, or would just like to offer your thoughts on the subjects of this posting, we encourage you to “Leave a Reply.”

Weak Media Appearances Will Crush Your Crisis Management

A-man-disappointed-over-a-weak-media-appearance

Perfect example of why ignoring media training is not an option

A weak media appearance can, and often does, make a bad situation soooo much worse. Take the press conference held by the Gary Southern, president of West Virginia’s Freedom Industries, the company responsible for contaminating local water supplies to the point where 300,000 residents were unable to use anything coming from the pipes in their homes for much of January.

As you’ll see in the video below, it’s the very definition of “hot mess”, with Southern’s flustered delivery compounded by condescending instructions from someone off-camera as to where to stand, who to face, and how to conduct himself in general. Making things even more awkward was a moment at right around 5:00, where a reporter actually demands that Southern return to the microphone for more questions, a demand to which he, in a move that left our crisis management-oriented brains screaming NO!, acquiesces.

http://youtu.be/dUVpmS8JXJ8

If the fact that Southern was sipping a lot of water stood out to you, just imagine how it felt to those 300,000 people whose water his company had contaminated? While grabbing for a water bottle is never good press conference behavior, in this case it was a move with unusually dire consequences in terms of reputation damage.

It only took eight days for Freedom Industries to file bankruptcy, allegedly due to the massive lawsuits it’s facing as a result of the spill, and it clearly won’t be recovering as an organization any time soon.

If you run ANY type of organization, you absolutely must be prepared to speak to the media. Sure you can get away with spokespeople when it comes to smaller troubles, but when the s#^@ hits the fan, the head honcho needs to step up to the microphone. Get ahold of a good media trainer, or even a friend, a camera, and some the multitude of tips listed on this blog and others, and start practicing now. After all, only practice makes perfect, and you’d better believe that’s what you need to be when you’re the face of an organization that’s royally screwed up.

——————————-
For more resources, see the Free Management Library topic: Crisis Management
——————————-

[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]